Amazon Connect Mobile Call Center App

Go Live in 3 Hours.
Calls via any phone line.

Expand customer service beyond call center floor. No desktop PC required. Switch between mobile and desktop seamlessly.

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Amazon Connect Mobile App
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Tablet or Mobile Device

Comstice Mobility Solution can be used from

or a .

Download Mobile Agent User Guide
Amazon Connect Mobile App

Why Amazon Connect Mobile Call Center Agent


No PC Dependency

Agents can easily switch between desktop and mobile agent interfaces if they need to step away from their desks such as IT Helpdesk and Field Support engineers.

Expand Beyond Call Center Floor

Employees and partners can call the customers using Comstice Mobile Agent app and receive calls without disclosing employee's and customer's phone number.

Reporting and Voice Recording

All the mobile business calls can be recorded for compliance and training, calls can be reported in detail and itemised bills can be generated per department.

Protect Customer Contact Details

Employees can call customers without disclosing customer's phone number. This helps businesses to protect their customer leads and contacts.

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Industries

Finance

Distribute customer enquiries to nearest branch, insurance broker or a loan expert. Could be used by your employees as well as resellers without any IT investment.
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Healthcare

Medical staff and on-call teams can receive patient calls without sharing mobile number. Calls go through mobile phone line for better audio quality. Call center reporting and compliance recording.
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Hospitality

Customer needs to interact with various roles in hospitality. Comstice Mobility solution can help customer to interact shuttle drivers, room service, reception, airline crew whenever they are available.
Learn more

Amazon Connect Mobile App

Location-Based Agent Assignment

Comstice Location Service running in your Comstice Mobility Server can help you to monitor agent locations while they are logged in. This can be used by Amazon Connect to select the nearest agents to the customer rather than longest waiting.

Solution Features

Same App for the Agent and the Supervisor

If the agent has supervisor credentials, she can access to team states and change the state of the team members. Agents can also monitor the states of their team members.

Receive Customer Calls from Mobile Line

Comstice Mobile Agent is not a VoIP app; The incoming call is retrieved through mobile phone line. Agents can also use third party mobile softphone or analogue home line.

Works even when the phone is locked

Comstice Mobile Agents do not need to keep the screen active all the time; Comstice Mobility solution makes sure that agent state is preserved even when the phone is locked or intermittent data network issues are experienced in mobile internet.

Architecture

Comstice Mobile Agent is an Amazon Connect client and communicates with Amazon Connect through Comstice Mobility Servers. Comstice Mobility Server is a Linux-based virtual server hosted in AWS or any other cloud. Mobility Server regulates the communication between Amazon Connect and Comstice Mobile Agent app, delivering secure communications between the mobile app and the Amazon Connect service.

  • No desktop PC required

    Amazon Connect Mobile App

    Receive customer calls from your mobile phone line

    No Voice over IP related call quality issues

    Stay logged in as Amazon Connect agent even when mobile internet is lost.

  • Enter vehicle ID for location-based monitoring (optional)

    Amazon Connect Mobile App

    Retrieve your license by entering your company code

  • Enter the mobile number which the call will be retrieved.

    Amazon Connect Mobile App

    Company code will retrieve your settings.

  • Login using Amazon Connect Agent ID

    Amazon Connect Mobile App

    You can use any third party phone.

  • Monitor team member states and queue information

    Make calls (you will actually receive a call from Amazon Connect), slide to change the state or access other features from the menu

    Amazon Connect Mobile App

    Agent can pull down the screen to update the data

  • Agent can select Not Ready or logout reason codes where applicable

    Amazon Connect Mobile App

    Agents can select wrap-up codes after the call

    These codes are available in Comstice Quartz Reports

  • Agent can access to the previous call details including attributes from the call logs inside the app

    Amazon Connect Mobile App

    Call Attributes can be listed

  • Comstice Mobile Agent app offers a seamless CRM integration without any development required

    Amazon Connect Mobile App

    Built-in browser helps to access customer CRM data during or after the call has ended.

    CRM page can screen-pop when the call arrives

  • Agent can access Microsoft AD contacts and third party Phone Books

    Amazon Connect Mobile App

    Personal Contacts as speed dials

    Corporate Directory Contacts are accessible

  • Built-in barcode reader and a signature pad

    Barcode and signature information can be uploaded into CRM

    Amazon Connect Mobile App

    Comstice Barcode and Signature Service is part of the Mobility Server

  • Locate caller's geo-location using Map feature

    Amazon Connect Mobile App

    Find the directions to the customer using your preferred Map app.

  • Monitor the states and reason codes of the other team members

    Amazon Connect Mobile App

    Supervisors can change the states of other agents or log them out using this app.

Frequently Asked Questions

How is Comstice Mobile App is licensed?

Comstice Mobile App is licensed per named agent. Using the company code provided agents can retrieve their company information from Comstice Licensing Server

If there is an active call on the mobile phone?

If there is an active call and agent is in ready state, Amazon Connect will send the customer call to the agent's mobile phone line. Agent can decide to answer or ignore. If ignored, the call will be taken back to the queue after answer timeout and sent to another agent.

Where is Comstice Licensing Server?

Comstice Licensing Servers are spread around the world with geo-redundancy in mind.They can also be hosted locally on your network.

How does the rollout work?

Once you configure your Amazon Connect, agents can retrieve their licenses by entering the company code provided into the app settings. They can go to Ready state and start taking customer calls.

Can this app be used with legacy phones

Yes. Analogue phones or third party softphones such as Skype can be used. You do not need to use your mobile phone line.

Do you support Windows Mobile Phones?

No. Currently we only support Apple IOS and Google Android devices.

Is there is Voice over IP?

There is no voice over IP in Comstice Mobile App. It is possible to use Comstice Mobile Agent app with Skype, if preferred.

Can agent lock the phone screen and carry it in her pocket? Does the app need to be active all the time?

App can work in the background and agent can stay logged on even when the phone is locked.

Can agent disable location monitoring? Is it mandatory?

Location monitoring is not mandatory and agent can always disable location monitoring from the mobile device. Location monitoring only occurs when the agent is logged in and it is disabled by default. Depending on the requirements, it can be enabled per team.

Does this app have IPad/Tablet support?

Yes. You can run the app from IPad or an Android tablet. In that case, you need to use an external phone such as mobile phone, Skype phone or home phone.

Can I try the app without any license or server?

Yes. You can download the app and run it in demo mode by tapping on the "Demo Mode" button at the login page. Also you can request a 14-day trial licence for the full feature set.

Is it possible to record voice conversations?

Yes. Amazon Connect will record the coversations like any other call.

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