Sold by: OMNINGAGE
Agent and Supervisor Desktop for Amazon Connect
Overview
A cloud-based customer engagement platform that seamlessly integrates with AWS Connect and offers a most modern, intuitive and data powered user desktop that can be deployed in minutes and can handle Voice, Chat, SMS and Social Media contacts. The platform harnesses the power of Amazon serverless and cloud-native technologies which mean there are no hardware resources to deploy and maintain. The platform grows and shrinks with the business needs making it a perfect fit for seasonal peaks and unpredicted call volumes. Using Amazon Connect and OMNINGAGE, customers can save up to 80% over traditional contact centre solutions.
Highlights
- A most modern cloud user desktop for Amazon Connect. Data powered and user-friendly dashboards and visualizations that provide instant visibility into agent performance, interactions quality and customer sentiment KPIs.
- Customer interaction history, customer journey visualizer (Industry's only product to offer this), intuitive call and agent state management controls, enhanced multi-wrap-up notes, call tagging application, advanced phonebook, customer interaction management, Microsoft Teams integration, video calling, PCI compliance, built in CRM, multilingual chat, and web call-back features.
- Omningage Connect integrates with your corporate directory to provide single sign-On. Open APIs available for custom reporting and business intelligence reporting. Platform can be easily integrated with multiple CRM platforms.
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Pricing
Pricing is based on actual usage, with charges varying according to how much you consume. Subscriptions have no end date and may be canceled any time.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Cost/user/hour |
|---|---|
Voice Only - Agent and Supervisor Desktop - 14 days trial | $0.00 |
Full Omnichannel - Agent and Supervisor Desktop - 14 days trial | $0.00 |
Voice Only agent and supervisor desktop | $0.17 |
Full Omnichannel agent and supervisor desktop | $0.22 |
Integrated Microsoft Teams - Presence and Calling | $0.03 |
Omningage Connect multilingual chat | $0.05 |
Omningage premium support 24/7 | $0.03 |
Dimensions summary
You pay by user hour (UserHrs), so charges scale with how many agents and supervisors use the desktop over time. Two core desktop options anchor the pricing: Voice Only and Full Omnichannel. Each also comes as a 14-day trial version so you can test before committing. Three add-ons layer on top of a core desktop: integrated Microsoft Teams presence and calling, Omningage Connect multilingual chat, and Omningage premium support 24/7. You combine a core desktop with any add-ons you need, and every option bills at its own per-user-hour rate.
Top-of-mind questions for buyers
A UserHr is one hour that a single agent or supervisor uses the desktop. You are billed per active user, per hour. Ten agents working one hour equals ten UserHrs. Charges scale with both your headcount and the time each person spends logged in.
You pick one core desktop, either Voice Only or Full Omnichannel, then add any extras you need. Integrated Microsoft Teams, multilingual chat, and premium support 24/7 each bill separately at their own per-user-hour rate. All active charges add together on the same invoice, driven by user hours.
Voice Only covers telephony-based agent and supervisor work. Full Omnichannel adds other engagement channels like web chat and messaging in one desktop. Each bills at its own per-user-hour rate. You choose the one matching your channel mix, so cost reflects the breadth of channels your team handles.
www.omningage.cloud
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Please submit refund request at refunds@omningage.cloud
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
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Support
Vendor support
Support Desk support@omningage.cloud
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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AI generated from product descriptions
Multi-Channel Contact Management
Handles Voice, Chat, SMS and Social Media contacts through a unified desktop interface
Customer Interaction Analytics
Data-powered dashboards and visualizations providing visibility into agent performance, interaction quality and customer sentiment KPIs
Customer Journey Visualization
Provides customer journey visualizer with customer interaction history and interaction management capabilities
Integration and API Capabilities
Open APIs available for custom reporting and business intelligence, integrates with multiple CRM platforms and corporate directory for single sign-on
Security and Compliance
PCI compliance support with built-in CRM functionality and multilingual chat capabilities
Omnichannel Communication Management
Manages customer interactions across Voice, Chat, Email, SMS and Social channels with unified agent desktop or softphone interface
Amazon Connect Ecosystem Integration
Fully integrates with Amazon Connect contact flows, routing profiles, queues, phone numbers, Voice, Webchat, Customer profiles, Tasks, Lex Bots and Lambda functions
Real-time Analytics and Visualization
Provides data lake with custom QuickSight deployment for real-time and historical insights with rich visualization accessible from agent workspace
Pre-built Self-service Capabilities
Includes pre-built self-service journeys with Voice Biometrics, Identification and Store Opening Hours features for customer intent capture and automated interactions
Agent Desktop Customization Tools
Offers wrap up codes, agent statistics, attached data fields, agent shortcuts, Widgets for code manipulation, custom schedules and operational control points without requiring custom development
Agent Performance Tracking and Analysis
Automatic evaluation of agent phone interactions, performance metrics, and identification of improvement areas at scale with tracking and analysis of agent performance and attendance.
Call Recording and Playback
Playback capability for Amazon Connect call recordings with quality monitoring forms and coaching tools integrated with the contact center platform.
Desktop Screen Capture and Monitoring
Agent desktop screen capture with sampling of screen recordings for up to 25% of interactions, including muting and masking of voice and screen activity for PCI compliance.
Agent Engagement and Training Management
Tracking and measurement of agent engagement and satisfaction levels with delivery of self-paced training and development programs to agents.
Desktop Analytics and On-Screen Guidance
Desktop analytics to measure agent desktop activity with capability to launch on-screen agent guidance and trigger or attach data from agent desktop for compliance requirements.
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