Amazon Connect Mobile Softphone Features
Amazon Connect Mobile SoftphoneApp by Comstice is a zero-trust mobile softphone application for customer-facing employees, partners and resellers. Amazon Connect users login to the app using their Amazon Connect username and password, connect to your company's Amazon Connect instance, make and receive VoIP calls on their mobile phones and tablets/IPads.
Here are some features of Amazon Connect Mobile Softphone app;
- Amazon Connect Mobile Support for VoIP
- Handling Customer Chats from Amazon Connect Mobile app
- Amazon Connect User to User VoIP Calling
- Amazon Connect Mobile Salesforce Integration
- Geo-location Based Contact Routing
- Amazon Connect for Partner and Reseller Network
- More Human Interaction with Customers
- Dedicated Service for Maximum Privacy
- Better Interaction for Remote Teams
- CRM screen pop for incoming calls
- Post-Call CRM Updates
- Dynamic Actions with Built-In Mobile Browser
- Amazon Connect Mobile for Sales Points
Amazon Connect Mobile Support for VoIP
Users can login using Amazon Connect username or SSO username and password, make and receive calls over Wifi through Amazon Connect. If the mobile Internet is not reliable for VoIP, they can switch to the mobile phone line, however all the calls will still go through Amazon Connect. Mobile numbers of the users are never exposed; always Amazon Connect phone numbers are displayed.
It is often used by customer-facing employees, partners and resellers. Organizations can record the conversations, restrict callers to their specialists and also show calling customer's full name.
Handling Customer Chats from Amazon Connect Mobile app
Comstice Mobile Connect app users can also handle customer SMS chats, Amazon Connect webchats and any other chat session which can be integrated with Amazon Connect. They can also transfer chat sessions to another user or a chat queue as well.
Amazon Connect User to User VoIP Calling
Amazon Connect does not offer user-to-user VoIP calling directly. The calls between the users must go through the public telephony (PSTN), therefore incurs additional cost.
Comstice Mobile Connect app users can call each other as VoIP without any additional cost. They can also call other users who are using Comstice Desktop Softphone or webphone as Voice over Internet.
Amazon Connect Mobile Salesforce Integration
There are many scenarios about Amazon Connect Integration with Salesforce and many other CRM services. Users can make calls to Salesforce contacts directly from the app and update Salesforce contacts and also open a task. More information about Amazon Connect Salesforce Integration Use Cases can be found here.
Geo-location Based Contact Routing
Amazon Connect mobile users can pin their rough geo-location. Using this information, customer calls can be sent to the nearest salespoint, insurance broker on-call nurse or a field engineer automatically. You can identify the caller's location using postcode or by saying their geo-location such as "I am near Burger King at El Segundo, L.A.". Comstice algorithm finds the nearest resource to the customer who has the expert skills customer is looking for.
Amazon Connect for Partner and Reseller Network
Partners, resellers and other sales contacts could be part of the customer journey. Organizations can extend the call to the partner and reseller network while still recording and monitoring the conversations. This way, they can control customer and partner communication, can also analyze the transcript of the conversation for quality assurance and for new opportunities.
More Human Interaction with Customers
There may be many employees and sales reps around the country who do not sit on the office desk, who are not full-time customer service reps but still can handle customer calls when they are available.
Mobile softphone will help to extend your resources when and if needed. Customers will wait less, will talk to a human instead of a bot and you can handle the customers successfully.
Dedicated Service for Maximum Privacy
Amazon Connect Mobile Softphone has a server element which is dedicated to your organization and it is not shared. Server software is run on an EC2 and it can be hosted your organization's AWS account.
Better Interaction for Remote Teams
Remote teams, Sales and Support groups will be more accessible; Amazon Connect will monitor the availability of different users and pick the resource dynamically based on the customer's needs.
Mobile Softphone also helps frontline teams to transfer or escalate the customer call to the specialist teams by sending the call to the escalation queues. Amazon Connect will select the most suitable resource dynamically. This is much better than transferring the customer call to a specific on-call or an office phone number.
CRM screen pop for incoming calls
Amazon Connect Mobile Softphone includes a built-in mobile web browser which can display dynamic content for the incoming call. On the company code, it is possible to set CRM screen-pop feature and mobile app will show the CRM page of the caller instead of standard call control view.
Post-Call CRM Updates
Comstice Mobility server can update the call activity at your CRM platform. It can create a new activity under Contact, update the call time, duration, agent and recording link information.
Dynamic Actions with Built-In Mobile Browser
Built-in mobile browser can also show dynamic content in other scenarios such as dynamic callback lists, tasks assigned to the mobile user or the teams.
Amazon Connect Mobile for Sales Points
Amazon Connect Mobile Softphone also helps to include sales reps at your point of sale locations into the customer journey. By using the mobile softphone app, these sales reps can be accessible, take calls from the queue if needed and also act as an escalation resource in geo-location based contact routing scenarios.
Amazon Connect Mobile Softphone app is for your Sales and operational teams. It helps to create practical extensions to customer journeys, handle more customers and convert more leads. You can easily extend your customer-facing resource pool and run your organization more efficiently. Please visit product page for more information.