Amazon Connect Unified Agent Workspace Implementation

Streamline your support experience with an all-in-one interface.

zeb enables the Unified Agent Workspace in Amazon Connect to simplify how agents interact with customers across voice, chat, and tasks. By centralizing customer data, workflows, and AI suggestions into a single interface, agents can spend more time helping customers and less time switching tools.

As an AWS Premier Tier Services Partner with the Amazon Connect Service Delivery designation, zeb tailors each implementation to fit your unique business logic, integrations, and performance goals.

What’s Included

• Workflow Discovery and Workspace Design
  Work with your team to understand how agents currently navigate across tools, what data they need at different stages, and what pain points can be addressed through consolidation.

• Unified Interface Setup and Customization
  Configure the Amazon Connect Agent Workspace to support tabs, widgets, and workflows for case management, customer lookup, knowledge search, and AI-powered suggestions.

• Integration with CRMs, Knowledge Bases, and Ticketing Systems
  Embed systems like Salesforce, ServiceNow, HubSpot, or Zendesk to display relevant records and enable inline actions such as updating tickets or logging notes.

• Amazon Q and Task Management Enablement
  Integrate Amazon Q to provide smart responses and knowledge recommendations, and activate task tracking to manage follow-ups and escalations.

• Testing, Training, and Launch Support
  Test across personas and lines of business, deliver targeted training, and provide go-live assistance to ensure high adoption and ROI.

Why zeb?

• Expertise in designing frictionless agent experiences across industries
• Deep understanding of both backend integrations and frontline workflows
• Focused on measurable gains in first call resolution, agent performance, and customer satisfaction

Unify tools, streamline conversations, and boost outcomes with zeb and Amazon Connect.