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Text Content

Vodafone Connect Online Reference

 * Home
 * * What is Vodafone Connect?
   * Overview
 * Features
 * * Feature List
 * Getting Started
 * * Signup and Instances
   * Quick Start Guide
   * Common Terms
 * Frequently Asked Questions
 * * FAQs
 * Administration Guide
 * * Overview
   * * Administration Portal
   * Company Administration
   * * Administration Users
     * Password Control
     * Admin Single Sign-On
     * Company Environment
     * Service Limits
   * Environment
   * * Environment Selector
   * Function
   * * Company Environment Configuration
     * * Amazon Connect
       * Amazon Chime
       * Enghouse SmartDial
       * Integration
       * Feature Integrations (CloudFormations)
     * User Configuration
     * * User Administration
       * User Reporting Hierarchy
       * User Settings
     * Contact Center Configuration
     * * Hours of Operation
       * Flow Controls
       * Queues and Skill Assignment
       * Contact Permissions
       * Do Not Call Lists
       * Work Codes
       * AutoText
     * Channel Configuration
     * * Multiple Task Handling
       * Preview and Progressive Dial
       * Email
       * Chat Overview
       * WebChat
       * SMS
       * Social Chat
       * Tasks Integration
     * Optimize
     * * Optimize Overview
       * Evaluation Forms
       * Evaluating Agents
       * Evaluations Review and Data
     * Change History
 * Step By Step Guides
 * * Operations Configuration
   * * Amazon Chime
     * Voicemail
     * Direct Dialing
     * Extensions
     * Hours of Operation
     * Flow Controls
     * Do Not Call
     * Optimize
     * Change History
   * Channel Configuration
   * * Email
     * Preview and Progressive Dial
     * Webchat
   * Desktop Configuration
   * * Browsers
     * Headsets
     * Universal Chrome Extension
   * Optional Channel Configuration
   * * Amazon Pinpoint SMS
     * Twilio SMS MMS
     * Zendesk Social Channel
   * CRM and External System Integration
   * * Generic System Screen Pop
     * Zendesk
     * Salesforce
     * ServiceNow
     * Netsuite
     * Dynamics 365
   * Other Guides
   * * Create New Users
     * Supervisor Monitoring Setup
 * AWS Configuration
 * * CloudFormations
   * * Overview and Purpose
     * Updating CloudFormations
   * Amazon Connect Configuration
   * * Overview
     * Agent Status Configuration
     * Enabling CTR Streaming
     * Whitelisting URLs
 * Reference
 * * Webchat Developers Guide
   * Generic Routed Email API
   * Realtime Queue Stats API
   * Preview Campaign API
   * Interaction Event Feeds
   * Admin Single Sign-On
   * User/Agent Single Sign-On
 * Training Guides
 * * Agent
   * Supervisor
 * Release Notes
 * * Release Notes Home
   * 2023 - Q1
   * 2022 - Q4
   * 2022 - Q3
   * 2022 - Q2
   * 2022 - Q1
   * 2021 - Q4
   * 2021 - Q3
   * 2021 - Q2
   * 2021 - Q1


Next Feature List


WHAT IS VODAFONE CONNECT?

Vodafone Connect enhances Amazon Connect and brings together the other
building-block Customer Engagement related AWS Services to provide a complete
set of Omnichannel Enterprise Contact Center (CCaaS) and Unified Communications
(UCaaS) functionality, without the need to build - the "no code" option.

While Vodafone Connect provides you with a complete set of core out-the-box
features over Amazon Connect and AWS, the intent is not to restrict you if you
still have the need to customize and enhance your Amazon Connect and AWS
environment through the use of available AWS services and API's as needed.




OVERVIEW

The functionality provided by Vodafone Connect is brought together and delivered
through the following main products:

 * Vodafone Connect Unison - a Unified Communication Client that supports back
   office teams.
 * Vodafone Connect Engagement - a complete Enterprise Contact Center Agent
   client supporting both Voice (Inbound, Outbound, Callback, Preview Dial) and
   digital channels (Email, Webchat, SMS, and Social) with a consistent and
   intuitive agent user interface.
 * Vodafone Connect Supervisor - all the features of the Engagement client, plus
   a complete set of Contact Center Supervisor features.
 * Vodafone Connect Analytics - comprehensive Contact Center Reporting and
   Analytics across all channels.

Vodafone Connect enables Amazon Connect customers to immediately have a complete
set of digital channel options available to be configured, including:

 * Voice (Inbound and Outbound)
 * Preview, Progressive, and Predictive Outbound Dialing
 * Email
 * Webchat
 * SMS
 * Social
 * Task Routing

Vodafone Connect also provides immediate integration options to major CRM
platforms as well as in-house and 3rd-party applications through configuration,
without development being required.

Further Vodafone Connect provides an end user solution for your back-office non
Contact-Center users through the Unified Communications Unison option.


Next Feature List


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