InteractionSync can help increase interaction quality by enabling agents with a deeper customer focus
TTEC Holdings, Inc., one of the largest global customer experience (CX) technology and services innovators for end-to-end digital CX solutions, announced that TTEC Digital has launched InteractionSync for Amazon Connect to provide contact centre agents with a unified view of Amazon Connect voice interactions within Microsoft Dynamics 365, fueling exceptional customer experiences consistently with speed and quality.
Designed as a cloud-based software product, InteractionSync for Amazon Connect can save agents significant time by enabling them to navigate faster and use fewer keystrokes to access customer information. Even more of their time can be saved through intelligent screen pops and the automatic creation of Dynamics 365 activities.
“At TTEC Digital, we invest in innovation with the goal of creating exceptional experiences at every touchpoint,” said Jim Sheehan, Chief Operating Officer at TTEC Digital. “By combining two industry-leading platforms – Microsoft Dynamics 365 and Amazon Connect – InteractionSync for Amazon Connect enables contact centres to drive better business results by saving agents time, increasing interaction quality and optimising operations performance.”
InteractionSync for Amazon Connect’s embedded controls and automated processes can help increase interaction quality by enabling agents with a deeper customer focus and better process guidance. It can also help business teams improve operational performance by providing them with access to more data for management decision-making and reducing the time to train agents.