AWS has announced a preview of new third-party integration capabilities for Amazon Connect, its CCaaS platform.
These capabilities allow service teams to embed third-party applications directly into the Connect agent workspace.
The screengrab below offers an example of what this looks like, with a third-party maps tool available as a tab within the agent desktop.
In building such tools into the unified interface, contact centers can lower context switching and enhance agent efficiency.
After all, most agents currently switch between four and ten applications when interacting with customers – according to LiveVox.
Transitioning between them typically slows agents down and often takes wind from the flow of customer conversations.
Michael Wallace, Americas Leader of CX Solutions Architecture at AWS, believes that the new third-party integration capabilities will remove such issues once and for all.
"Amazon Connect's new capability to embed third-party applications in the agent workspace equips agents with the information they need, regardless of where the information comes from, to deliver exceptional customer service," he told CX Today.
By consolidating applications into a single user interface, agents can seamlessly transition between systems to resolve customer issues quickly and accurately the first time.
This idea of presenting agents with a single 360-degree view of the customer is something vendors have mulled over for years.
Still, it is part of the CX discussion because it has proved too tricky a problem to overcome.
Yet, according to Wallace and the AWS team, early adopters are already realizing the benefits of Connect’s consolidated UI.
