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Features

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Hassle-free installation and customization Icon

Hassle-free installation and customization.

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ConnectPath is a feature-rich, contact-center platform powered by Amazon Connect.

Fast to deploy and easy to use Icon

Fast to deploy and easy to use, ConnectPath features a simple, powerful customer-service and performance dashboard developed by leaders in cloud-based solutions.

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ConnectPath empowers small-, medium- and enterprise-size businesses to deliver a great customer experience across all communications and messaging channels, faster and easier than ever before.

Maximize the ability to manage and connect.

PRODUCTIVITY

  • Real-time dashboard metrics by queue or global view
  • In-App notifications
  • Custom directory integration support
  • Single click to initiate a call
  • Mean-opinion-score (MOS) based voice quality monitoring
  • IP address based Geo tracking support
  • Agent and Queue level voicemail support
  • “Live Look” displays current interactions in the queue Agent collaboration dashboard that provides the status on all agents
  • Agent-to-Agent communication channels available directly from the dashboard
  • Live monitoring or whisper coaching (barge) Push-announcements and notifications
  • Supervisor assist and escalation notifications
  • PII (Personally Identifiable Information) compliant and more

...and more! Talk to a ConnectPath representative for a demo today!

omnichannel Communications

  • Easily manage inbound voice, text, email, chat, and social media
  • Click-to-call Activity Screen
  • Consult, hold, transfer and CRM Note field are available during active interactions
  • End-to-end customer journey support with context

Dashboards and Monitoring

  • The Activity Screen contains all call history for an individual agent or the entire supervisor’s agent population.
  • Searchable activities include disposition codes, full CDR/CTR content, recordings, analytics, and interaction transcripts
  • Activity drill-downs provides the recording, transcription, notes, and analytics captured.
  • Contact attributes used by the system to complete call routing are saved. For example: information provided by the caller such as “Please enter your order number” or “Please enter your support ticket number” are displayed to the agent and saved.
  • Easy and intuitive interface that allows modification and layout configuration without the need to involve your IT department.

Next-level customer and agent experience.

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Customizing a company or agent experience is easy.

Holiday schedules, “ad-hoc” announcements, user preferences for sounds and alerts, routing for messages, custom settings for missed calls, and customized codes for drop-down options are just some of the easily customizable features.

Deployment Options

Two options for the ultimate single-login solutions

Standalone Contact Center Icon

Standalone Contact Center

An out-of-the-box, enhanced Amazon Connect platform with the features that rival expensive custom development options.

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Enhance Existing Amazon Connect Icon

Enhance an existing Amazon
Connect contact center

If you’re already running an Amazon Connect contact center, ConnectPath can give you an instant upgrade, adding a host of management features, dashboards, and productivity tools.

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