Amazon Connect Mobile Softphone by Comstice
Mobile Second Line for Business using Amazon Connect
Mobile business line with your Amazon Connect Contact Center to make and receive VoIP calls from CRM contacts, handle inbound calls from the customers, hiding phone numbers, user to user VoIP calling, phone books, callback lists and more
Why Amazon Connect Mobile Softphone
Mobile VoIP Business Line
Employees can login and start taking customer calls without any PC. Using iPhone, iPad and Android devices, they can answer customer calls and call the customers via Amazon Connect.
Set Availability
Employees and partners can switch on their availability when they can take calls from mobile business line and can set themselves unavailable when they are busy.
Mobile VoIP Calls from CRM
Users can call CRM contacts directly from your mobile CRM app which will dial out the number from your Amazon Connect instance via Comstice Mobile Connect app
Protect Employee Mobile Number
Employees can call customers without disclosing their number. Customer can call back to general support number or employee's DID number.
Amazon Connect Mobile Enterprise User Skin
Comstice Mobile Connect app for Amazon Connect supports multiple skins such as Enterprise User, Store Sales Rep, Customer Expert, Receptionist, Manager Assistant
Enterprise user skin helps standard users to have a second mobile phone line, set their availability to receive phone calls, protect their mobile phone line, receive and make customer calls from CRM mobile app via Amazon Connect.
Tablet or Mobile Device
Comstice Mobility Solution can be used from
or a . Download Mobile Agent User Guide
Amazon Connect on IPad and Tablets
Amazon Connect Mobile Softphone can run on Apple IOS and Android tablet devices for bigger screen estate and portability.
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.
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Amazon Connect Mobile Topology
Comstice Mobile Connect app communicates directly with Amazon Connect in the audio path. The signaling goes through Comstice Mobility Server EC2 instance which converts custom Amazon Connect signaling into mobileOS-supported signaling methods.
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 Voice over Internet or Mobile Phone Line
Using Comstice Mobile Agent, you can make and receive the calls as Voice over IP or with Mobile Phone Line
Works even when the phone is locked
Comstice Mobile Agents do not need to keep the screen active all the time. It doesn't require constant mobile Internet access either.
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No desktop PC required
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.
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Enter vehicle ID for location-based monitoring (optional)
Retrieve your license by entering your company code
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Enter the mobile number which the call will be retrieved.
Company code will retrieve your settings.
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Login using Amazon Connect Agent ID
You can use any third party phone.
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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
Agent can pull down the screen to update the data
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Agent can select Not Ready or logout reason codes where applicable
Agents can select wrap-up codes after the call
These codes are available in Comstice Quartz Reports
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Agent can access to the previous call details including attributes from the call logs inside the app
Call Attributes can be listed
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Comstice Mobile Agent app offers a seamless CRM integration without any development required
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
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Agent can access Microsoft AD contacts and third party Phone Books
Personal Contacts as speed dials
Corporate Directory Contacts are accessible
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Built-in barcode reader and a signature pad
Barcode and signature information can be uploaded into CRM
Comstice Barcode and Signature Service is part of the Mobility Server
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Locate caller's geo-location using Map feature
Find the directions to the customer using your preferred Map app.
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Monitor the states and reason codes of the other team members
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 or concurrent agent. Using the company code provided, agents can retrieve their company information from Comstice Licensing Server and login to Amazon Connect using their credentials.
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?
Your Amazon Connect instance details and mobile agents will be configured in Comstice Mobility Service and new company code will be issued. Agents can download Comstice Mobile Connect app and retrieve their settings using company code provided, then login.
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?
Yes, Amazon Connect ConnectRTC module in CCPv2 is used.
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 license for the full feature set.
Is it possible to record voice conversations?
Yes. Amazon Connect will record the coversations like any other call.