Amazon Connect CTI
Verified by FreshworksEnhance your IT support operations with seamless call management using Amazon Connect CTI.
Published by Freshworks(about 3 days ago)
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The Freshservice integration with the Amazon Connect CTI app empowers IT and support teams to manage customer calls efficiently within Freshservice. This integration ensures every interaction is captured, logged, and linked to tickets, helping agents deliver faster and more personalized support. With the Amazon Connect widget embedded in the Freshservice dashboard, teams can manage calls without switching contexts, improving productivity and service quality.
With the Amazon Connect CTI app on Freshservice, agents can:
* Manage inbound and outbound calls effortlessly with in-call controls like mute, hold, and transfer.
* Create new tickets or update existing ones directly from the call interface to maintain organized, accessible records.
* Access complete call histories and recordings associated with the call and added to the ticket to deliver informed support.
* Improve response times and service quality by integrating voice interactions seamlessly into the Freshservice workflow.
Learn more:
https://support.freshservice.com/en/support/solutions/articles/50000010226-freshservice-integration-with-amazon-connect-cti
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Here is a quick step-by-step flow on how to successfully integrate the Amazon Connect CTI app.
1. Start installation:
- Log in to your Freshservice account and go to Marketplace Apps.
- Search and select the Amazon Connect CTI app using the Search apps option.
- Click Install to open the app configuration page.
2. Validate Freshservice Credentials:
- Enter your Freshservice Domain URL and API key to connect to authenticate your Freshservice account.
- Click Next.
3. Authenticate Amazon Connect CTI:
- Go to Connect Amazon Connect tab and enter Amazon Connect Instance URL and AWS region.
- In the Call recording section and enter values for the following fields:
- S3 bucket URL
- Access key ID and Secret access key
Note: You can get the above values from the Amazon Connect CTI app.
3. Configure Amazon Connect CTI Settings:
- In the Settings tab, the Subject, Status and Priority field are auto-populated when the ticket is created.
- Select the required workspace and groups that can access the app.
- Click Save to install the app.
Detailed help article:
https://support.freshservice.com/en/support/solutions/articles/50000010226-freshservice-integration-with-amazon-connect-cti
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