Amazon Connect Mobile Softphone Use Cases
Amazon Connect Mobile App by Comstice is a mobile softphone application for Amazon Connect cloud telephony service. Users can login to Comstice Mobile Connect app using their existing Amazon Connect username and password, connect to your organization's Amazon Connect instance, make and receive VoIP calls on their mobile phones and tablets/IPads and handle customer web chats, WhatsApp, and SMS chats.
Doctors and nurses often need to communicate with the patients, either directly or as an escalation point in the patient journey. As per the HIPAA requirements, the communication must be secure and any stored patient records must be kept in compliance with HIPAA InfoSec requirements.
Patients would like to communicate with the doctors and nurses directly as well. When the specialists are not available to contact, the call or the chat request can be handled by the other members of the team. Medical staff often need to be on-call as well. Therefore, dynamic routing of contact requests (voice and chat) is critical.
Amazon Connect Mobile Softphone offers full control of mobile communications to healthcare organizations. All mobile communications can be fully recorded. All the recorded audio, chat transcripts, and other files can be stored in the AWS storage spaces controlled by the healthcare provider so that they can ensure full HIPAA compliance. Medical staff can accept calls, SMS chats, web chats, and WhatsApp chats on mobile softphones. They can also make calls to the patients by shielding their mobile numbers with Amazon Connect phone numbers. All the communications will be recorded, reported, and stored by AWS under the AWS account of the healthcare provider. Mobile users can set themselves available/not available and the contact requests will be re-routed as per the business logic applied by the healthcare provider. Finally, medical staff can pin their geo-location so that, the patient calls and chats can be sent to an on-call doctor or a nurse nearest to the patient.
Insurance companies partner with many insurance brokers around the country. These are small businesses that do not have any IT Infrastructure integration with the Insurance Provider's communication network. The calls often need to be sent to the nearest insurance broker to the customer for a better experience. There are also other teams such as claim investigation teams and inspection teams. In many cases, these roles are also contractors and freelancers to the insurance company.
Amazon Connect Mobile Softphone helps insurance companies to extend the customer journey to a local insurance partner, claims expert, or valuation specialist. All the mobile calls and chats can be recorded and reported. The insurance company will have full control of the recorded data which will be stored under their AWS account. Mobile users can also receive callback lists on the mobile app dynamically to call back customers for renewals or new business.
Amazon Connect Softphone can be integrated with CRM or other business applications to create a new task, list open tasks, update the contact details of the customer on the phone, and create a new opportunity or update an existing opportunity.
Car dealers often work as a web of sales and service points to efficiently use limited resources for the fastest turnaround. Communicating with the customers in a secure way from multiple channels, while recording and reporting all the conversations is very important to avoid any conflict of interest and better service quality.
Using mobile softphones, dealer networks can have better mobile communications with customers from various channels such as voice, SMS, web chat, and Whatsapp. They can set their availability for dynamic distribution of calls and chats, they can pin their location to get picked as the nearest dealer to the customer, and manage CRM details of each contact and the opportunity.
Although online sales are very popular, some customers still prefer a quick look at the product options in person before they buy. Retailers can distribute customer calls and chats to the nearest sales point or a reseller for a quick response and a close. All the audio and chat communications can be recorded and they can be analyzed further.
Customers can also communicate directly with the delivery drivers and after-sales service locations. These specialists can handle customer calls and chats when they set themselves available.
Better mobile communications between your employees, partners, resellers, and customers will help to speed up your business. Making this communication zero-trust and more secure while recording and reporting every conversation will help to flag up any operational issues quickly and will also help to identify sales opportunities easily. Please Amazon Connect Mobile Softphone product page for more information.