Amazon Connect Unified Agent Desktop from Concentrix

Concentrix: Elevating Experiences with Human-Centered, Tech-Powered Solutions

Concentrix, as a global technology and services Leader, is dedicated to designing innovative solutions that are human-centered, tech-powered and intelligence-fueled solutions. We recognize that an experience centre demands advanced plug-and-play solutions to drive personalized journeys and deliver tangible business value. Our comprehensive suite of solutions is designed to enhance touchpoints of your operations from business processes, agent performance to product offering and customer experiences.

Concentrix Connect Unified Agent Desktop: Empowering Exceptional Customer Experiences

The Concentrix Connect Unified Agent Desktop empowers agents to deliver outstanding customer experience by providing a unified view of omnichannel interactions, customer journey information, knowledgebase, agent copilot features, bot services, agent performance analytics and seamless AWS services integration. The AI enabled suite integrates with various backend systems - CRM, payment gateways, case logging tools and knowledgebases, to enhance agent efficiency and support first interaction resolution rates.

Enable your agents to efficiently build customer experience with Concentrix Unified agent desktop. Built in the AWS platform and services with Concentrix technology framework making it easy to use and deploy.

AI powered customer experience • Multichannel engagement – advisors engage through a simple Agent UI giving them access to channels – voice, voicemail, email, webchat, messaging, social, video calling, outbound dialer with screen share • Strong routing and scheduling rules • Transcription and Sentiment analysis • Channel interaction summarization, next best actions using knowledge base

Seamless continuity • Use comprehensive administration console to set business processes for each channel • Access to prior interactions history • 360° view of channel interactions & customer journey context

Real Time transcription • Interaction Transcription & summarization • Sentiment Analysis • PII data Redaction Empowered workforce • Access to knowledgebase in the same pane • Blended solution with self-service to deflect and manage volumes • Bots and real time agent assist suite to respond to repetitive tasks • Advisors focus on complex & impactful tasks in a seamless manner

Performance Enhancement • Channel wise key performance indicators (KPI) • Agent and business level metric reporting • Enabled coaching and feedback mechanism

Key call outs • Unified agent desktop • Built on Amazon Connect platform • Fully customized and managed • Simple UI; easy to understand and use • Comprehensive administrative console for each channel • Enable channel of choice that meet contact centre business capabilities • Channel, interaction and customer journey 360° view • Blend and deflect channel volumes • Channel wise dispositions, dynamic scripting, customer information • Real time queue management • Call and screen recording • Quality management • Bot and real time agent assist suite offering