Sold by: OMNINGAGE
Deployed on AWS
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 the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/month |
|---|---|---|
OC - Voice Only | Agent and supervisor desktop for Amazon Connect | $27.50 |
OC - Omnichannel | Agent and supervisor desktop for Amazon Connect | $35.00 |
Omningage IQ - Reporting | Reporting for Amazon Connect | $5.50 |
Omningage IQ - Wallboard | Wallboards for Amazon Connect | $5.50 |
Omningage IQ - Complete | Reporting and Wallboards for Amazon Connect | $9.00 |
Microsoft Teams | Microsoft Teams Integration - Presence and Calling | $5.00 |
Multilingual Web Chat | Omningage Connect integrated with Amazon Translate | $8.00 |
Premium Support | Omningage 24/7 Premium support | $5.00 |
Dimensions summary
You buy this per user under a contract term. Two agent desktop options anchor the pricing: one for voice-only support and one for omnichannel support across all channels. Three reporting options let you pick reporting only, wallboards only, or a combined package covering both. You can add optional per-user modules on top: a Microsoft Teams integration for presence and calling, and a multilingual web chat option. A separate per-user Premium Support option adds 24/7 assistance. You mix and match these based on how many users need each capability.
Top-of-mind questions for buyers
Each option is priced per user. A user is one named person who needs that capability — an agent or supervisor using the desktop, a person accessing reporting or wallboards, or a user needing the Microsoft Teams integration or web chat. You license only the users who need each specific capability.
Each option bills independently per user, and charges add together on one invoice. You count users per capability separately. For example, you might license one user count for the omnichannel desktop and a different count for reporting. You only pay for the users who need each specific module.
Both are agent and supervisor desktops for Amazon Connect. The voice-only option supports phone-based contacts. The omnichannel option handles contacts across all channels in one interface. Pick the option matching how each user works, since both are priced per user.
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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.
Resources
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Support
Vendor support
Service 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.
Updated weekly
By OMNINGAGE
By NeonNow Customer Experience Experts
By OpenText
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
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AI generated from product descriptions
Multi-Channel Contact Support
Handles Voice, Chat, SMS and Social Media contacts through a unified platform
Real-Time Performance 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
Enterprise Integration Capabilities
Integrates with corporate directory for single sign-on, supports multiple CRM platform integrations, and offers open APIs for custom reporting and business intelligence
Security and Compliance Features
Includes PCI compliance, built-in CRM, multilingual chat support, video calling, and Microsoft Teams integration
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.
Standard contract
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