Amazon

Integrating your Workspace with Amazon Connect is beneficial in many ways.

Seamless Call Handling & Data Synchronization

The Acqueon Workspace integration with Amazon Connect ensures smooth and efficient Agent interactions. This integration works as below:

• Tethered Model with a persistent Nailed Call connection, or a

• Non-Tethered Model (now known as Amazon Connect Outbound Communications, referred to as ACOC in the document) with direct call Routing to Workspace devices, agents experience uninterrupted communication.

Additionally, this integration brings together significant Contact Center data—spanning contacts, queues, agents, customer interactions and more—by leveraging Acqueon Campaigns for outbound interactions and Amazon Connect for inbound interactions.

This page lets you configure your Workspace instance to interact with Amazon Connect. At the end of this section, you should be able to complete the following:

• Configuration - Configure the parameters required to interact with Amazon Connect and Acqueon Campaigns. Using the instance URL, the softphone interacts with Amazon Connect, while the Campaign Manager service URL enables the outbound dialing capabilities. You must configure:

  • Amazon Connect Settings

  • Other Settings

  • Salesforce Click-to-dial Configurations

• Call Variables - Call Variables are pieces of data stored in a dialer that provide context about a call with the data they display on the softphone. For example, Contact ID, Customer Account Number, Contact Number, First Name, Last Name, and more. Configure call variable parameters such as queue name, key variable, display name, and more.

• Floating Toolbar - Integrates Workspace widgets to the vertical and horizontal softphone. The toolbar is displayed on the bottom border in a vertical layout and on the right border in a horizontal layout. The floating toolbar position is fixed to the application window. However, you can resize the toolbar.