SmartAgents offers a comprehensive Contact Center as a Service (CCaaS) platform powered by Amazon Connect. Their solution integrates multiple communication channels into a single interface, enhancing customer experience and streamlining contact management for businesses.

Key Features

• Omnichannel Integration: Consolidates voice, chat, email, and social media interactions into one streamlined application, enabling efficient management of all customer contacts.
• CRM Integration: Connects with existing back-office systems, CRMs, CMSs, and helpdesk software through RESTful APIs, providing real-time customer data to agents upon contact arrival.
• Real-Time Analytics: Offers powerful real-time and historical analytics visualized in intuitive dashboards, assisting supervisors in monitoring performance and making informed decisions.
• Microsoft Teams Compatibility: Integrates with Microsoft Teams to facilitate interoperability between Amazon Connect and Teams users, including voice transfers and internal messaging.
• Agent Guidance: Utilizes real-time sentiment analysis and keyword tracking to improve agent scripts, define next best actions, and ensure compliance, enhancing overall agent performance.

Benefits

• Improved Productivity: Provides agents and supervisors with a unified interface, reducing handling times and improving first contact resolution.
• Enhanced Customer Experience: Ensures seamless and efficient customer interactions across all communication channels.
• Scalability: Adapts to the evolving needs of businesses, supporting growth and changes in customer engagement strategies.
• Ease of Use: Features a simple and intuitive interface that facilitates agent onboarding and training, promoting agent satisfaction and performance.

For more information or to schedule a demo, visit their website.