Available Features
This page covers many of the features available within the product - the list is not exhaustive and more functionality can be configured into built solutions. Have a chat with your customer advocate for more detailed requests.
SmartAgent builds upon the standard set of features available in Amazon Connect to make it faster to adopt; to enhance your contact centre and and to improve agent experience.
Supported Regions
SmartAgent is available globally - read more about our supported regions.
Key Amazon Connect Features
SmartAgent is deeply integrated with the following key Amazon Connect features:
| Feature | Availability |
|---|---|
| Contact Lens |  |
| Cases & Customer Profiles | |
| Step-by-Step Guides | |
| Outbound Campaigns | |
| Amazon Q for Connect | |
| Screen Recording | |
SmartAgent also works with the following Amazon Connect features:
- Forecasting, Capacity Planning, and Scheduling
- Voice ID
Channels
SmartAgent natively supports the following channels:
| Feature | Availability |
|---|---|
Voice
| |
| |
| Web Form | |
| Webchat | |
Messaging
| |
Social
| |
| Tasks | |
Key Features
Some key features we have added to SmartAgent, which make Amazon Connect faster to adopt and more suitable for our customers:
| Feature | Availability |
|---|---|
| Team Announcements | |
| Wallboards | |
| CRM Companion | |
| Payments (SmartPCI) | |
| Gamma Inbound, Number Porting & Business Continuity | |
| Welcome Messaging | |
| Agent Directory (with Microsoft Teams integration) | |
| Omnichannel Contact History & Search | |
| Agent Hand-up | |
| 3rd Party Agent Apps | |
| Quality Assurance | |
| Data Warehouse | |
| WCAG 2.2 AA (Accessibility) Compliance | |
Partners
We partner with companies to provide best-in-class solutions in the following areas:
- Workforce Management
- Voice Analytics
- Fraud Detection (voice biometrics)
- Bulk Outbound Campaigns
- Call Quality Monitoring
More Features
In addition to the features listed above, while not exhaustive, here is a more detailed list of the features available within SmartAgent and Amazon Connect:
All Channels (Agent/Supervisor)
| Feature | Availability |
|---|---|
| Transfer contact (with directory) | |
| Bank holiday & hours of operation check | |
| Position in queue messaging | |
| Blocked/nuisance and VIP contacts | |
| Tags on contacts | |
| Report an issue | |
| Customer input capture (with quick copy) | |
| Customer ID & verification | |
| Agent status time limits | |
| Agent ‘recent contacts’ | |
| External speaker ringer | |
| Configurable contact wrap-up forms (ACW) | |
| Persistent agent notifications | |
| Return to same agent | |
| Agent auto-offline on disconnect | |
| Automated CSAT surveys | |
| Real-time metrics Including queue-level RAG status and custom calculations. | |
| Real-time agent management Including agent status & routing profile switcher, real-time metrics with RAG status and custom calculations. | |
| Historic metrics (QuickSight) | |
| Jabra headset integration | |
| Company logo branding | |
All Channels (Administrator)
| Feature | Availability |
|---|---|
| User management | |
| Permissions management | |
| Customer journey phrase management (language & brand) | |
| Tag-based customer journey message management (eg. location) | |
| Granular tag-based access controls Including real-time agent management, real-time metrics, bulk queue management, contact history & contact search. | |
| Audit log (call recordings, system changes) | |
| Customer journey & routing management | |
| Missed call reports & email notifications | |
| Quick Link to Amazon Connect (pre-authenticated) | |
Voice (Calls, Web & App Calling)
| Feature | Availability |
|---|---|
| Automated customer journeys | |
| Call controls (hold, mute, keypad) | |
| Outbound CLI selector | |
| Pause/resume call recording | |
| Supervisor monitoring & barge | |
| Conference calling (3 people) | |
| Multi-party calling (up to 6 people) | |
| Voicemail | |
| Callback & scheduled callback | |
Email & Web Form
Email & Web Form channels use the Amazon Connect Tasks channel so standard metrics & data are available.
| Feature | Availability |
|---|---|
| Configurable agent quick replies | |
| Attachments & virus scanning | |
| Agent-initiated email | |
| Rich-text formatting & emoji | |
| Cc participants | |
| External team forwarding | |
| Spam prevention | |
| Auto-reply | |
| Bulk queue management Including replies, move queue, end contact and reporting. | |
| Automated rules Including keyword & regex triggers, auto-reply, move queue, end contact and reporting. | |
| Web Form API | |
Webchat
| Feature | Availability |
|---|---|
| Automated customer journeys | |
| Configurable agent quick replies | |
| Attachments | |
| Read receipts | |
| Customer-inactive messaging | |
| Interactive messages (menu, date picker, star rating, …) | |
| Secure customer input | |
| Accept policies (cookies, privacy, terms) | |
| Dynamic info banner | |
| Bot indicators (typing, thinking, researching, …) | |
| Real-time auto-translation | |
| Knowledge Base lookup | |
| Customisable webchat widget Features include: WCAG 2.2 AA compliance; customise branding, colours, wording & language; download transcript; notifications; chat persistence; configuration interface | |
| Floating ‘chat with us’ button and inline link | |
| Pass data & authentication from website | |
| Display hours, holidays & urls configuration | |
| Website analytics and events | |
Messaging (SMS, WhatsApp, Native App)
Messaging channels use the Amazon Connect Chat channel so standard metrics & data are available.
| Feature | Availability |
|---|---|
| Automated customer journeys | |
| Configurable agent quick replies | |
| Emoji | |
| Record messages/events sent outside of Amazon Connect | |
| Admin: Self-onboarding & management | |
| Agent-initiated SMS | |
| WhatsApp attachments | |
| WhatsApp voice notes | |
| WhatsApp rich-text formatting | |
| WhatsApp typing indicators | |
| WhatsApp read receipts | |
| Native App chat API | |
Social (Facebook, Instagram, TrustPilot)
Social channels use the Amazon Connect Chat channel so standard metrics & data are available.
| Feature | Availability |
|---|---|
| Automated customer journeys | |
| Configurable agent quick replies | |
| Emoji | |
| Attachments | |
| Admin: Self-onboarding & management | |
| Facebook edited/deleted messages | |
Tasks
| Feature | Availability |
|---|---|
| Bulk task creation import | |
| Bulk task creation API | |