OMNINGAGE Connect is a cloud-based customer engagement platform designed to seamlessly integrate with Amazon Connect, offering a modern, intuitive, and data-driven user desktop. This platform enables businesses to manage voice, chat, SMS, and social media interactions through a unified interface, enhancing agent productivity and customer satisfaction. Leveraging Amazon's serverless and cloud-native technologies, OMNINGAGE Connect eliminates the need for hardware deployment and maintenance, allowing the platform to scale dynamically with business needs. This scalability makes it ideal for handling seasonal peaks and unexpected call volumes, potentially reducing costs by up to 80% compared to traditional contact center solutions.
Key Features and Functionality:
- Unified Agent Desktop: Provides a single, user-friendly interface for managing multiple communication channels, reducing the need for agents to switch between different systems.
- Advanced Analytics and Reporting: Offers data-powered dashboards and visualizations that deliver real-time insights into agent performance, interaction quality, and customer sentiment, enabling informed decision-making.
- Customer Interaction History and Journey Visualization: Allows agents to access comprehensive customer interaction histories and visualize customer journeys, facilitating personalized and efficient service.
- Enhanced Call and Agent State Management: Features intuitive controls for managing calls and agent states, along with multi-wrap-up notes and call tagging applications to streamline post-call processes.
- Advanced Phonebook and CRM Integration: Includes an advanced phonebook and built-in CRM capabilities, with seamless integration options for various CRM platforms, ensuring a cohesive workflow.
- Microsoft Teams Integration and Video Calling: Supports integration with Microsoft Teams for presence and calling, as well as video calling features, enhancing communication flexibility.
- PCI Compliance and Multilingual Chat: Ensures compliance with PCI standards for secure transactions and offers multilingual chat capabilities to cater to a diverse customer base.
- Web Call-Back Features: Provides web call-back functionalities, allowing customers to request callbacks at their convenience, improving customer experience.
Primary Value and Problem Solved:
OMNINGAGE Connect addresses the challenges of managing multiple communication channels and disparate systems in contact centers. By consolidating various channels into a single, intuitive platform, it enhances agent efficiency and reduces operational complexity. The platform's scalability ensures that businesses can adapt to fluctuating demands without incurring significant costs, making it particularly beneficial for handling seasonal peaks and unexpected surges in customer interactions. Additionally, the advanced analytics and reporting tools empower organizations to monitor performance metrics effectively, leading to improved customer satisfaction and operational excellence.
Seller
OMNINGAGEProduct Description
OMNINGAGE Connect is a cloud-based customer engagement platform designed to seamlessly integrate with Amazon Connect, offering a modern, intuitive, and data-driven user desktop. This platform enables businesses to manage voice, chat, SMS, and social media interactions through a unified interface, enhancing agent productivity and customer satisfaction. Leveraging Amazon's serverless and cloud-native technologies, OMNINGAGE Connect eliminates the need for hardware deployment and maintenance, allowing the platform to scale dynamically with business needs. This scalability makes it ideal for handling seasonal peaks and unexpected call volumes, potentially reducing costs by up to 80% compared to traditional contact center solutions.
Key Features and Functionality:
- Unified Agent Desktop: Provides a single, user-friendly interface for managing multiple communication channels, reducing the need for agents to switch between different systems.
- Advanced Analytics and Reporting: Offers data-powered dashboards and visualizations that deliver real-time insights into agent performance, interaction quality, and customer sentiment, enabling informed decision-making.
- Customer Interaction History and Journey Visualization: Allows agents to access comprehensive customer interaction histories and visualize customer journeys, facilitating personalized and efficient service.
- Enhanced Call and Agent State Management: Features intuitive controls for managing calls and agent states, along with multi-wrap-up notes and call tagging applications to streamline post-call processes.
- Advanced Phonebook and CRM Integration: Includes an advanced phonebook and built-in CRM capabilities, with seamless integration options for various CRM platforms, ensuring a cohesive workflow.
- Microsoft Teams Integration and Video Calling: Supports integration with Microsoft Teams for presence and calling, as well as video calling features, enhancing communication flexibility.
- PCI Compliance and Multilingual Chat: Ensures compliance with PCI standards for secure transactions and offers multilingual chat capabilities to cater to a diverse customer base.
- Web Call-Back Features: Provides web call-back functionalities, allowing customers to request callbacks at their convenience, improving customer experience.
Primary Value and Problem Solved:
OMNINGAGE Connect addresses the challenges of managing multiple communication channels and disparate systems in contact centers. By consolidating various channels into a single, intuitive platform, it enhances agent efficiency and reduces operational complexity. The platform's scalability ensures that businesses can adapt to fluctuating demands without incurring significant costs, making it particularly beneficial for handling seasonal peaks and unexpected surges in customer interactions. Additionally, the advanced analytics and reporting tools empower organizations to monitor performance metrics effectively, leading to improved customer satisfaction and operational excellence.
