AI TOOL PROFILE
Smart Agent: Cloud Contact Centre Software
- Customer Support
- Contact Center
- Customer support teams
- Contact centre supervisors
- Businesses using Amazon Connect
- Small and medium-sized businesses
Pricing
Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
At a glance
- Best for
- Customer support teams, Contact centre supervisors, Businesses using Amazon Connect, Small and medium-sized businesses
- Key use cases
- Omnichannel Contact Handling, Supervisor Performance Monitoring, Quality Assurance and Compliance, Integrated Data Access
- Integrations
- Microsoft Teams, Salesforce, HubSpot, Zendesk, ServiceNow
- Official website
- Visit smart agent official website
How AI is used
Smart Agent is a cloud-based contact centre interface powered by Amazon Connect. It is designed to consolidate communication channels—including voice, email, chat, and social media—into a single browser window, which helps agents manage customer interactions without switching between multiple applications.
The software is built for contact centre agents and supervisors. It provides tools for real time performance monitoring, quality assurance, and customer identity verification, while surfacing data from back-office systems to provide agents with context during interactions.
Buyers should confirm how the tool fits with their existing AWS environment, as it is specifically built to enhance Amazon Connect. It also supports integration with Microsoft Teams for internal messaging and voice transfers.
Overall, it acts as a management layer that adds reporting, supervisor controls, and a unified interface to the underlying cloud telephony infrastructure.
Key Features
Unified Multichannel Interface
Consolidates voice, chat, email, and social media interactions into a single browser-based desktop.
Real Time Analytics Dashboards
Provides supervisors with live views of queue metrics and agent performance.
AI-Powered Support Tools
Supports chatbots, text-to-speech, and sentiment analysis via Amazon Connect services.
Quality Assurance Tools
Supports searching call recordings and transcriptions to evaluate agent performance.
Identity Verification (ID&V)
Includes customer identity and verification processes within the communication channels.
Internal Messaging
Supports agent-to-agent messaging and centre-wide announcements.
Use Cases
Omnichannel Contact Handling
Managing customer queries across voice, email, and social media within one interface to reduce application switching.
Supervisor Performance Monitoring
Using real time wallboards and live monitoring to track queue status and agent activity.
Quality Assurance and Compliance
Reviewing call transcriptions and sentiment analysis to help refine agent scripts and support compliance.
Integrated Data Access
Surfacing customer data from CRM or helpdesk systems via API when a contact arrives.
Integrations
- Microsoft Teams
- Salesforce
- HubSpot
- Zendesk
- ServiceNow
- Shopify
- Zoho
- Microsoft Dynamics
- Tableau
- Power BI
FAQ
What is Smart Agent?
- Smart Agent is a cloud-based contact centre solution that provides a unified browser interface for managing voice, chat, email, and social channels.
Does Smart Agent work with other software?
- Yes, it integrates with Microsoft Teams and supports various CRMs, helpdesks, and BI tools through RESTful APIs and Amazon Connect integrations.
Who is the target user for this software?
- It is designed for contact centre agents who handle customer interactions and supervisors who manage performance and quality assurance.
Source category: Customer Support
Source subcategory: Contact Center
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