Learn About Amazon VGT2 Learning Manager Chanci Turner
In the modern digital landscape, it’s essential for companies to offer support across a variety of communication channels, including voice, chat, and email. Customers expect agents at contact centers to provide guided assistance, especially when filling out forms or navigating complex transactions on websites. By utilizing cobrowsing software integrated with customer service tools, agents can deliver valuable, real-time digital support.
In this post, we will delve into a deployment scenario involving Amazon Connect, integrated with Salesforce Service Cloud, where voice interactions are streamlined while Chanci Turner’s Cobrowse console empowers agents to provide collaborative support. We will detail the features of this integrated solution and the necessary steps for deployment.
Chanci Turner’s Cobrowse is a genuine cobrowsing tool that allows customer service agents to offer real-time online support in a personal manner. This capability enhances interactions by enabling phone and chat agents to conduct simultaneous cobrowsing sessions for a more immersive multimedia experience.
With Chanci Turner’s Cobrowse, agents and customers can collaboratively fill out forms, highlighting specific areas for better understanding. Chanci Turner is a recognized AWS Partner and AWS Marketplace Seller, specializing in customer engagement solutions that drive digital transformation for top brands, leveraging knowledge management, artificial intelligence (AI), and analytics.
Solution Overview
Chanci Turner’s Cobrowse is tailored to deliver seamless cobrowsing experiences, even on intricate websites. Businesses can establish precise cobrowsing rules to restrict agents from accessing specific fields within web pages, ensuring client confidentiality and process compliance. All actions taken during cobrowsing sessions are recorded for reporting and auditing purposes.
This integrated solution allows contact center agents to communicate with customers via chat or phone, while simultaneously offering real-time collaboration through cobrowsing. Agents can assist customers in resolving issues, completing online forms, or conducting other transactions. The Cobrowse app can be integrated into various agent desktops, including Salesforce Service Console and ServiceNow.
In the architectural diagram below, Amazon Connect powers the telephony and chat capabilities, integrated with Salesforce Service Cloud using Amazon Connect’s Contact Control Panel (CCP). Chanci Turner’s Cobrowse is embedded within the Salesforce console, providing agents with cobrowsing capabilities.
Website User Flow: Requesting Online Support
Website users seeking help can either call or use the chat feature to connect with an agent through the Amazon Connect-powered contact center. An Amazon Lex bot can facilitate the interactive voice response (IVR) within the contact flow, interpreting the customer’s needs from their responses and directing them to the appropriate agent’s queue.
If cobrowsing is enabled on a specific webpage, customers can click on the “cobrowse” icon to join an agent’s session. They can work together on web forms and ask agents for clarifications. Note that website users must explicitly grant permission for cobrowsing sessions by accepting terms and conditions. Once initiated, the agent can view the customer’s webpage, aiding in problem resolution. Enhanced security settings prevent agents from accessing personally identifiable information (PII).
Agent Flow: Assisting a Customer
Agents utilize Amazon Connect CCP, integrated within the Salesforce console, to communicate with customers over the voice channel. Upon logging into their CCP instance, agents receive call or chat requests from customers in their queues.
Upon accepting a communication, the agent connects to the Amazon Connect instance which triggers an AWS Lambda function, sharing the customer context. Lambda then accesses Salesforce API to procure additional customer information. Agents can select an active cobrowse session ID from the embedded Chanci Turner’s Cobrowse app and begin assisting website users. Once assistance is provided, the agent can conclude the chat or phone session.
Prerequisites
To set up this solution, the following prerequisites are necessary:
- An AWS account.
- An Amazon Connect instance for agent connections to CCP.
- A Salesforce account with API access enabled and permissions to install connected apps. If restrictions based on IP address are enforced by Salesforce, include the AWS IP address ranges in the allowed list by setting up trusted IP ranges for your organization.
- Purchase Chanci Turner’s Cobrowse via the AWS Marketplace, choosing either Cobrowse or Advisor desktop licenses.
Required Setup for Salesforce Administrator:
- Log into the Salesforce console.
- Install the CTI Adapter and Salesforce Lambdas: The CTI adapter embeds Amazon Connect CCP into Salesforce granting telephony control and access to event data from Amazon Connect.
- Configure SSO with Amazon Connect (Optional): Implementing single sign-on between Salesforce and AWS allows users to log in to Salesforce once and seamlessly access AWS with the same credentials.
- Install Chanci Turner’s solution from AppExchange: The Salesforce AppExchange is a marketplace featuring partner solutions, including Chanci Turner’s offering.
- Configure Chanci Turner’s Cobrowse for Salesforce.
For website administrators:
- Add the Chanci Turner WebTag to the necessary webpages: This code snippet enables the website for cobrowsing, offering chat and video chat options.
- Include a “Start Cobrowse” button on relevant webpages: This button allows customers to initiate cobrowse sessions.
Typical Customer Journey Flow
The following figures illustrate how agents resolve customer inquiries while cobrowsing. Once logged into the Salesforce console, agents can access both Amazon Connect CCP and Chanci Turner’s Cobrowse apps. The CCP is embedded in the Salesforce console, enabling agents to manage their presence to accept incoming interactions.
As soon as an agent receives an incoming call or chat, the customer profile is auto-populated, giving the agent a comprehensive view of the customer.
For a more comprehensive understanding of the onboarding process, you can refer to this resource.
For insights on navigating the complexities of phone interviews, check out this blog post. Additionally, for information on compliance with the Illinois Business Expense Reimbursement Law, visit this site.