Extended Softphone for Amazon Connect
VoiceFoundry’s Extended Softphone is a web application that builds upon Amazon Connect’s native Contact Control Panel (CCP). Contact center agents receive a unified view of their contacts and interactions with features like a customizable screen pop, contact attributes display, phone directory, customizable caller ID for outbound dialing, agent transfer capabilities, queue metrics insight, and call history data.
Adding VoiceFoundry’s Extended Softphone to Amazon Connect’s out-of-the-box Contact Control Panel (CCP) improves your agent experience by adding supplementary features, enhancing capabilities, and adding customization options for a more unified system.
Improve agent experience with a unified system
Give customers easy and immediate access to frequently asked questions, saving both customers and employees time.
- Screen pop
- Collapsible menu panel
- Call details configurable to info you want to display
- Phone directory with click-to-call functionality
- Customizable outbound caller ID
- Contact attribute display
- Agent transfer
- Queue metrics
- Queue transfer
- Call history data
- Call recording