Amazon Web Services

PACE New Features: Meet the New Agent Desktop Experience, Call Notes, and More!

Perficient’s Amazon Connect Experience (PACE) solution amplifies the power of Amazon Connect with several added features and managed services. As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. To learn more about PACE, visit our dedicated landing page!

New Agent Console: 

We revamped our customized agent experience with configurable Tabs and added support for embedded applications. These additions will allow agents to view contextual information about the contact and access custom applications such as ticketing systems, CRMs, and more.

We also made it easier for agents to handle simultaneous chats with the Expand CCP button, which enlarges the chat section as shown below:

Notes & Dispositions:

Now, agents can quickly note details about the customer and set dispositions (i.e., categories) for contacts using the Notes Tab. Notes and dispositions can be added during the contact and after it has ended. In addition, notes and dispositions stick with transfers and are available for reporting since they are saved in the contact trace record (CTR).

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System Messages:

We have added pre-configured system messages to the Prompts Manager in PACE to simplify the PACE configuration process.

 

Did you know that PACE can be fully deployed and configured within two weeks? (I look forward to reading your answers in the comments below.)

 

Changes We’ve Made:

As we continued to make the Web Chat Widget more configurable, we noticed that our Configuration page was difficult to manage. For that reason, we enhanced it with expandable groups and better naming conventions.

In addition, we updated the Lambda Runtimes to Node 12 and OpenJDK 8 and deprecated the “Export as PDF” button from the Prompts Configuration page.

Learn More

We’re an Amazon Connect Service Delivery Partner with more than 20 years of experience delivering customer engagement solutions. We offer unparalleled contact center experience to accelerate innovation with AWS and Amazon Connect. In addition, our cloud expertise enables us to create powerful solutions while maintaining business agility and flexibility, while our dedicated CRM and ERP practices ensure seamless integrations with legacy applications.

To learn more and get in touch with our customer engagement practice, visit our Customer Engagement webpage!

About the Author

Toni is a Senior Product Engineering Manager focused on Customer Engagement Solutions for Amazon, Microsoft, and Twilio.

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