SmartAgent Adds Video Conferencing to Its Digital Contact Centre Features

Homeworking technology has never been more important than it is right now, and contact centres are no exception. Our clients need to operate business-as-usual regardless of where their agents are based, and regardless of the contact channel their customers want to communicate in.

SmartAgent - our omnichannel agent application for Amazon Connect - now further enhances the capabilities and functionality of Connect with the addition of native video conferencing to an already extensive feature list.

Supporting both voice and text-based contact channels (chat, email, SMS & social) SmartAgent has already been adopted by thousands of Amazon Connect users worldwide, providing contact centre operators with a number of out-of-the-box contact management, collaboration, MI and supervisor features in a single pane of glass.

The new video conferencing feature leverages Amazon’s Chime SDK enabling one-to-one, or multi-participant conferencing directly alongside Amazon Connect in the SmartAgent Desktop. Contact centre agent users can now toggle between voice/chat and video contact instantly from the same interface, reducing the number of separate systems and tools they need to interact with day to day.

How Does it Benefit Digital Contact Centres?

By keeping contact centre agents inside SmartAgent, our clients continue to benefit from improved first contact resolution, better CSAT performance, and significant efficiency gains through a range of smart contact management features, back-office integrations and real-time conversation context.

Users can be invited to a video call either in advance or in real time via direct SMS or email, and - importantly - the solution supports mobile and desktop video without the need to install conferencing software. The video call is launched directly in the device browser, and provides a number of real time controls including the ability for mobile users to switch between the front and rear cameras. Whilst from a security perspective Amazon Chime offers encryption as standard, so clients can deploy the solution with confidence.

The service also offers the potential for deep client customisation, providing the ability to brand the customer video window and fully define the end user onboarding experience. Post-contact surveys and questions can also be configured to gather feedback such as CSAT and customer effort scoring. Analytics and recordings can be captured and consolidated with Amazon Connect voice and chat data, to provide an end-to-end view of contact centre performance and trends, regardless of the contact channel.

Want to Learn More About SmartAgent?

One of the very first UK companies to embrace Amazon Connect back in 2017, Mission Labs has now successfully deployed and extended Connect for multiple enterprise & public sector clients. Our SmartAgent app both complements and enhances the Amazon Connect solution, focused on contact centre efficiency and optimisation. Visit ourSmartAgent homepage for more information.