Voice

CX complements voice channel (configured with Amazon Connect and/or CX Concierge) with additional capabilities to enhance customer and agent experiences. This section describes some key features complementing voice channel.

Additional Features

The following advanced features can be utilised for the Voice Channel:

• Attached data - The Attached Data feature allows the population of key information when agent receiving inbound interactions. Attached data equips agents with relevant information for handling calls.
• Call recording controls - calls recordings can be paused, resumed and stopped entirely
• After Call Work - add disposition codes following (or during) a live call.
• Interaction History - view agent call history
• Missed Interaction - control the agent state behaviour after a missed call
• External Directories - integrate external phone directories