CloudCookies Enhancements
Amazon Connect is the most customizable Contact Center as a Service (CCaaS) offering available on the market today. With CloudCookies Enhancements, you’re able to take advantage of the entire AWS ecosystem, consisting of over 200 unique services. CloudCookies Enhancements address common contact center needs such as sending e-mails and SMS text messages, voicemail, extension dialing, reverse phone number look-ups, and creating secure custom cloud portals for reporting and administration.
Per Item
- Source Code
- Training and Operational Artifacts
- Manage Discovery, Development, and Implementation
Compliance and Data Governance
Enhancements
GDPR Contact Compliance
China-Based Agent Compliance
India-Based Agent Compliance
Emergency E911 Integration – Per Agent Desktop
Data Tenancy Within a Single Instance – Per Tenant
Agent
Enhancements
Extension/Quick-Connect-Based Dialing – Per Agent Desktop
Custom Agent Desktop/CRM Integration – Per Connector
Agent/Queue Voicemail (E-Mail) – Recording and Transcription
Dynamic Outbound Caller ID – Per Agent Desktop
Reduced Cost Agent-To-Agent Dialing – Per Tenant
Click-To-Dial Desktop – Per Agent Desktop
Contact flow
Enhancements
Holiday/Emergency Messages – Includes (5) Customizable Messages
Custom Management Portal – Examples: Emergency/Holiday
Cross-Region Resource Replication – Includes (1) Resource Type
Last Agent Routing
Contact Authentication (Numeric)
Voice Contact Passive Voice Biometrics – Connect Voice ID
Multi-Factor Authorization (MFA) – SMS Text Message
Contact Flow Fraud Detection & Control
Payment Processor Integration (Any)
Mobile Phone Validation – Amazon Pinpoint
Scheduled Callbacks
Estimated Wait Time & Position in Queue
Send SMS Text Messages – Amazon Pinpoint (5) Dynamic Templates
Send E-Mails – Amazon Pinpoint or SES (5) Dynamic Templates
Omni-Channel
Enhancements
Amazon Connect Chat Implementation
Amazon Connect Chat Dynamic Pick-List
Amazon Connect Chat SMS Text Channel Integration
Amazon Connect Chat Custom Integration – Per Integration
Amazon Connect Tasks Implementation – (3) Pre-Built Tasks
Amazon Connect Fraud and Abuse Prevention – Per Channel
Integration/Reporting
Enhancements
Amazon Customer Profiles CRM integration – (1) Schema
Rolling ANI/DNIS for Voice and Data Transfer – (25) Phone Numbers
Web-Based Click-To-Dial (Outbound API) – (1) Web Integration
Workforce Management – (1) Data Type Export to Amazon S3
Quality Assurance (QA) – (1) Data Type Export to Amazon S3
Quality Management (QM) – (1) Data Type Export to Amazon S3
Post-Call Transcription (Amazon Transcribe)
Real-Time Transcription (Amazon Transcribe)
Real-Time Transcription Agent Desktop – (1) Agent Desktop
Amazon Contact Lens – Configuration & (2) Hours GetGood Training
Amazon S3 Sensitive Data Redaction – (3) Data Signatures
Amazon Kinesis Sensitive Data Redaction – (3) Data Signatures
Wallboards/Dashboards – (10) Real-Time and/or Historical Metrics
Real-Time and Historical Data Export to S3 – (1) Data Type
