Amazon Connect Suite by Comstice

Make your Amazon Connect instance production-ready
with Comstice services

Comstice Amazon Connect Suite
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Webphone and Desktop Softphone for Amazon Connect

Comstice offers web-based and thick client softphone for Amazon Connect. It can be used by the enterprise users, call center agents and supports all the missing Amazon Connect features including user-to-user calling. Learn more.

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Reporting and Analytics

Comstice Quartz Reporting provides 50+ stock reports, heatmaps, report designer, drilldowns, scorecards, shift scheduling and Workforce Optimization.

Click here to learn more about Comstice Quartz Reporting and Analytics solution.

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Mobile Second Line for Business

You can use Comstice Mobile Connect app (available in Apple AppStore and Google Play) and login to your Amazon Connect instance as a user. You can make and receive calls using Comstice Mobile Connect app via your Amazon Connect as VoIP or via mobile phone line. Comstice Mobile Connect is for standard employees as well as call center agents. Users can set themselves available for a call when they have time and disable incoming calls when they are not. When they make a call, their Amazon Connect number will be seen and their cell phone number will never be visible. Learn more.

CRM / Backoffice Integration

Comstice can integrate many CRM platforms including ServiceNow, Salesforce, Zendesk, SAP. This can help agents to manage the tickets and update customer details on the same screen.

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Real-time and Historical Wallboards, Sticky Queues

Comstice Wallboard helps real-time visibility so that users can create their own layouts and access real-time and historical data. Team leaders can also create notifications based on the rules such as agent duration in certain aux codes, oldest in queue and many more. Sticky Queue or Desktop Ticker app helps agents to monitor the queues and their current state.

Click here to learn more about Comstice Wallboard.

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Mobile-First Workforce Optimization (WFO)

Comstice offers forecasting based on the historical data and Erlang A and C calculators. It also helps agents to manage their availability, submit time-off requests, and access their quality scores. Agents cna update their availability in the team calendar, monitor their shift details from the Shift Scheduler and access their Qiality Assurance reports using web and mobile app for Comstice Quartz. Learn more

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Supervisor Functions

  • Provisioning and Reskilling: Supervisors can update agent skills and hierarchies.

  • Cherry-picking calls from queue: Supervisors can monitor individual calls in queue and manually route the selected call to a preferred destination.

  • Agent Management: Supervisors can also change agent states manually and log them out if needed.

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