VoiceFoundry

VoiceFoundry is a contact center solution provider that specializes in delivering Amazon Connect, a cloud-based enterprise contact center solution. According to the vendor, VoiceFoundry offers a range of services and solutions to help businesses enhance customer engagement and maximize the benefits of the cloud. The platform is designed for large enterprise clients and caters to contact center managers, customer experience managers, customer service managers, sales and marketing managers, and professionals in industries such as financial services, healthcare, retail, travel and hospitality, and technology.

Key Features

Agent Desktop: VoiceFoundry's Agent Desktop for Amazon Connect provides contact center agents with a centralized platform to deliver personalized customer experiences. It offers a comprehensive view of customer interactions across various channels, empowering agents to deliver exceptional customer experiences.

Amazon Chime SDK Implementation: VoiceFoundry's implementation of the Amazon Chime SDK allows customers to customize their communication solutions according to their specific needs. It follows best practices and enables customers to leverage the power of Amazon Chime SDK for seamless communication.

Automated Chatbot Implementation: VoiceFoundry's implementation of Automated Chatbot creates customizable chatbots that automate and streamline chat processes. This feature reduces workforce overhead and saves agents time and effort by replacing manual chat processes with automated chatbots, improving the chat experience for both customers and agents.

Call Coach: VoiceFoundry's Call Coach for Amazon Connect empowers contact center supervisors with tools and information to enhance efficiency and customer service quality. It captures audio and screen recordings, enabling supervisors to review customer interactions and identify coaching and training needs for agents.

CTI Integrations: VoiceFoundry offers advanced CTI integration for Amazon Connect, simplifying access to customer profile information for contact center agents. This integration reduces handle times and enhances customer satisfaction by minimizing the need for agents to search for information.

Data Analytics Package: VoiceFoundry's Data Analytics Package for Amazon Connect is a comprehensive reporting and business intelligence tool. It provides detailed insights into contact center performance through a data visualization dashboard with a wide range of visualizations, offering advanced analytics beyond the basic capabilities of Amazon Connect.

Extended Softphone: VoiceFoundry's Extended Softphone enhances Amazon Connect's native Contact Control Panel (CCP) by providing agents with a unified view of their contacts and interactions. This feature includes customizable screen pop, contact attributes display, phone directory, customizable caller ID, agent transfer capabilities, queue metrics insight, and call history data.

Operations Management Portal: VoiceFoundry's Operations Management Portal for Amazon Connect simplifies the management and customization of contact center configurations. It allows easy management of contact center calendars, menus, custom configurations, user permissions, and environment syncs in one centralized location.

Scheduled Callbacks: VoiceFoundry's Scheduled Callbacks for Amazon Connect enables customers to schedule a call back from an agent at a specified date and time, providing flexibility and reducing wait times for customers.

Voicemail: VoiceFoundry's Voicemail for Amazon Connect is a comprehensive voicemail solution. It allows customers to leave messages outside business hours or during peak wait times. The feature includes customizable recordings, message management, and call return capabilities within an easy-to-use web interface.