CloudCookies Amazon Connect Sandbox
The CloudCookies Amazon Connect Sandbox allows existing and new Amazon Connect Customers to create a feature rich and fully functional sandbox and test environments for Amazon Connect, Amazon Lex, and AWS Machine Learning services.
This sandbox solution gives you full access to your own dedicated Amazon Connect environment in a single-tenant Software-as-a-Service (SaaS) model. You can edit the experiences, personalize, modify, and test end-to-end features. Once you’ve gotten the experience tuned perfectly, CloudCookies also offers migration services to take the resources you’ve built/modified and programmatically deploy them into your own AWS account.
Evaluate up to (3) use cases in a sandbox package, discover how you can leverage Amazon Connect and AWS to solve for common contact center challenges business face today, and provide an environment for your development teams to test new features, functionality, and configuration without risking impact to production.
To get started with your own CloudCookies Amazon Connect Sandbox, email sales@cloudcookies.io.
Per Sandbox Environment
- Up to (3) Features/Functions
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Each CloudCookies Amazon Connect Sandbox can include, but is not limited to the following features and functionality:
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Native Functionality
Amazon Connect Features
Integration with AWS Lambda
Contact Control Panel (CCP) Agent Softphone
Integration with Amazon Lex Conversational AI
Setup, administration, and reporting
AI/Machine Learning
Custom Agent Desktop Functionality
Real-Time Voice Transcription
Real-Time Text and Voice Translation
Real-Time Customer Sentiment Analysis
Internal Chat with Natural Language Understanding (NLU) Routing
Self-Service Promotion to Agent Transcription
AI Omni-Channel
Custom Agent Desktop Functionality
Callback Task Management
Customer Outbound Voice Text-to-Speech Message Notifications
Customer Click-To-Dial for Voice Promotion and Escalation
One-Directional and Bi-Directional E-Mail Integration
Amazon Connect Chat
Amazon Connect Chat – Bi-Directional SMS Integration
Amazon Connect Chat – Bi-Directional WhatsApp Integration
Text Template Management for Copy/Paste of Text
Dynamic Escalate to Supervisor Queue
Secure Logout
UC/PBX Functionality
Custom Agent Desktop Functionality
Agent-to-Agent Video
Customer-to-Agent Video
Customer Click-To-Dial for Voice Promotion and Escalation
Extension-Based Dialing
Agent Voicemail
Queue Voicemail
Dynamic Outbound Caller ID
Internal Agent-to-Agent Chat
External Customer-to-Agent Chat
Amazon Workspaces
Custom Agent Desktop Functionality and VDI Environment
Virtual Desktop Infrastructure (VDI)
Softphone Audio Redirect for Regional Compliance
Media-less Softphone
Contact Flow/IVR
Enhancements
Omni-Channel Chat, SMS, Task, Email, and Voice Routing
Voice Deflection to SMS, Chat, and Self-Service
Announcements – Holiday, Emergency, Message of the Day
Voicemail
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
Mobile Phone Validation
Callbacks – Queued & Scheduled
Estimated Wait Time & Position in Queue
Send SMS Text Messages
Send E-Mails
Omni-Channel
Enhancements
Amazon Connect Chat Implementation Into Cloned Website
Amazon Connect Chat Dynamic Pick-List
Amazon Connect Chat SMS Text Channel Integration
Amazon Connect Fraud and Abuse Prevention – Voice, Chat, SMS, & Social
Integration/Reporting
Enhancements
Amazon Customer Profiles CRM integration – (1) Schema
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
Real-Time Transcription Agent Desktop – (1) Agent Desktop
Amazon Contact Lens
QuickSight Dashboard– Real-Time and Historical Metrics for Amazon Connect and Amazon Lex
Real-Time and Historical Data Export to S3 – (ALL) Data Types
Business Verticals
Personalized and Dynamic Experiences Specific to Your Business
Finance
Travel/Hospitality
Insurance
Entertainment
Healthcare
The CloudCookies Amazon Connect Sandbox is available for all AWS Regions that support Amazon Connect. Feature/function availability is determined on a region-to-region basis and is subject to change. Sandbox environments will be deployed with default Amazon Connect service quotas.
To get started with your own CloudCookies Amazon Connect Sandbox, email sales@cloudcookies.io.
