Interested But Not Sure Where To Start?

Author: Andrew Cousins, Sales Director

Let’s dive into the constantly changing world of customer service, where having an omnichannel strategy is more than just a buzzword – it’s essential. Enter Omningage Connect is spicing things up for Amazon Connect by bringing in email, a channel we all know and love.  

This piece is all about exploring how Omningage Connect isn’t just integrating email; it’s revolutionising how contact centers interact with customers and making the whole customer service game a lot more efficient. 

Enabling Email as a channel

You know how emails have always been the unsung hero in contact centers, kind of like Cinderella before the ball? Well, Omningage Connect is changing that. By weaving email into Amazon Connect’s fabric, it’s filling a huge gap. Now, agents can juggle emails, calls, and chats all in one place. It’s like giving them superpowers to manage those in-depth, documentation-heavy conversations with ease. 



Unique SLAs for Email

Here’s where Omningage Connect really shines. It gets that emails are a different beast – they come with their own set of rules and expectations. Timing is everything, and Omningage is all about getting those emails to the right people at the right time. By nailing those Service Level Agreements (SLAs), it ensures no customer is left hanging and every response is timely and on-point. 


Efficient Email Handling with Message Templates

Dealing with emails can be tricky. It’s not just about reading; it’s about understanding and responding effectively. That’s where Omningage Connect steps in with its handy message templates. These templates are lifesavers, helping agents respond quickly, stay on-brand, and keep the conversation professional. It’s like having a trusty playbook for crafting the perfect email response. 

Multi-Channel Operations for Blended Efficiency


Omningage Connect is all about versatility. It’s perfect for those times when the phones aren’t ringing off the hook. Agents can switch between calls, chats, and emails, making the most of their time. Imagine handling a call and firing off an important email simultaneously – that’s the kind of multi-tasking Omningage enables. It’s about making sure no moment or opportunity to connect with customers is wasted. 

Enhanced Desktop Agent Interface

The heart of any contact center is its agent desktop interface, and Omningage Connect’s interface is a star. It’s intuitive, easy to navigate, and puts everything agents need right at their fingertips. Whether it’s juggling different communication channels or accessing tools, it’s all about smooth sailing and peak efficiency. 


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Wrapping Up

Wrapping it up, Omningage Connect isn’t just another add-on for Amazon Connect; it’s a transformational tool. By embracing the power of email and enhancing multi-channel operations, it’s redefining what excellent customer service looks like. The Cinderella of communication channels, email, finally gets its moment in the spotlight, proving it’s an essential part of today’s customer service toolkit. 

Interested in seeing Omningage Connect in action? Reach out to book a live demo and witness firsthand how it can revolutionise your customer service experience. 

Reach out to book a live demo: 



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