Amazon Connect is an easy to use cloud contact center that helps you provide superior customer service. Amazon Connect provides a seamless experience across voice and chat for your customers and agents.
The Freshdesk Support Desk + Amazon Connect integration brings the power of Connect right within Freshdesk. Agents can now engage with their customers through Amazon Connect’s Call and Chat channels without having to move out of Freshdesk. The integration also gives additional context to agents in terms of previous chat, call or ticket histories raised in Freshdesk so that they can have more contextual and effective interactions.
- Accepting incoming calls and chats
- Making outbound calls
- Searching for numbers in call logs and contact lists
- Saving unknown numbers into contacts module
- Converting a call conversation to a ticket in Freshdesk
- Adding notes related to a conversation
- Using Live Transcribe and Live Translate features
- Connecting with customer through Chats
- Making planned Auto-call outs to customers