Boost Your Customer Service

When Customer calls the hotline, they should hear “Welcome to ACON”
• Then Followed by the “<Customer Name>, How can I help you today?” (Customer name is
identified by the calling number)
• Finally, the call should be transferred to an available agent.
• Agents should be able to see the below variables on their AWS CCP Agent Workspace
Interface
• Customer Name
• Phone Number
• Address

• Enable Agent work time and set it to 1 minute after the call.
• Agents should be able to see Google Maps (or any other maps) In Agent
Workspace as a tab.
• When an agent answers a call from an identified caller (found in DynamoDB) and
clicks on “Map” tab, the caller's address should be searched in Google Maps
(Trying to avoid copy past and searching)

Agents should be able to Pause/Stop and Resume/Start recording of the call
from the Agent workspace.
• When the agent clicks the Pause/Stop button from the Agent workspace, the
caller should hear “recording stopped”
• When the agent clicks the Resume/Start button from the Agent workspace, the
caller should hear “recording started”


Tip:
Use a DynamoDB table to store customer data
Use Lambda Function to integrate DynamoDB with a Call flow