We are very excited to announce that AmplifAI is an APN Partner. With the new integration, AmplifAI’s Performance Acceleration Platform transforms real-time call data from Amazon Connect into automated, effective actions that make managers better leaders and agents higher performers - resulting in improved employee performance, employee engagement and overall customer experience.
With AmplifAI, users can:
- Integrate data from Amazon Connect and other systems (CRM, Ticketing, WFO..) to provide employees with a comprehensive performance dashboard.
- Receive metric-based performance analysis and visualizations with role-based access for agents, supervisors, site leaders and executives.
- Improve coaching effectiveness with recommended actions that show supervisors who to coach, who to follow up with, and who to recognize.
- Leverage end-to-end evaluation workflows and access online QA forms, review completed quality forms, view trends, and initiate online calibrations.
- Watch metric-driven DIY micro-learnings that empower agent knowledge and skill development.
Below is a brief video showing how the integration with Amazon Connect is accelerating performance for Amazon Connect users.
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About Amazon Connect
Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost.