Next2Connect is a web-based

Agent Desktop

Designed to facilitate the agent work while using Amazon Connect. Next2Connect natively includes inbound and outbound voice services, video chat, collaboration, chat, social messaging and Email. Moreover, it can be integrated with management systems, CRM or TT in a single solution, avoiding context changes, automating processes to save time and improve user experience. N2C supports the single-sign-on functionality, integrating the main Identity Provider services. This allows contact center supervisors and agents to access the service with their existing business credentials

All Customer details

under control

Thanks to the native connection with CRAB N2C is able to:

• track customer history

• track customer profile

• visualize and modify all the customer details in a single view

Administration and supervisor tool

N2C is configurable using N2C Administration interface that enables to:

• Supervisor dashboard for an overview of the agent status

• Add new Gadget (e.g. a new CRM or TT, a public web tool)

• Change the UI (Logo, Font, Colors via CSS) for each routing profile

• Define broadcast message to Agent

• Force events on the Agent desktop based on specific policies (e.g. logout at specific time)

N2C can be a supervisor tool containing standard and custom reports
  • Customer contextualization
  • Process automation based on customer profile
  • Simply work from home
  • Includes CRM, TT, …
  • Hide/show panel to optimize Agent experience
  • Integration with identity provider via SAML 2
  • Web-based agent desktop
  • Inbound/Outbound Voice
  • Native omnichannel support
  • Customer Centricity: omnichannel historical customer view
  • Customizable UI: Font, logo, colours
  • Gadget based
Interested in hearing more about our solutions and offerings?