Proactive Templates. Automated After-Call Work. Unified Context.
Optimize your omni-channel contact center and supercharge the Amazon Connect Agent Workspace with proactive agent-assist copilots.
Proactive Templates
EngageHQ listens in real time and surfaces the exact email template, policy rules, or troubleshooting guide before the agent even types a word.
Automated ACW
Eliminate post-call wrap-up delays. EngageHQ automatically generates structured call summaries, reason codes, and CRM disposition notes.
Native SES Email & Voice
Replace brittle third-party legacy email connections with native Amazon Connect Agent Workspace and Amazon SES email routing alongside voice and chat.
Empowering the "Back of the House" When It Matters Most
- Templates Before the Agent Types – Automatically surfaces the right email template, brand policy, or knowledge article as the contact arrives.
- Automated After-Call Work (ACW) – Summaries, reason codes, and dispositioning filled in automatically so reps move straight to the next customer.
- Native Connect Workspace & SES Email – Unifies voice, chat, SMS, and native Amazon SES email inside a single workspace without fragile third-party email tokens.
- Plug-and-Play Branded Queues – Stand up isolated client phone lines, email inboxes, and specialist vs. generalist skilling in days.
- Contextual Screen Pops – Carries full front-of-house AI chatbot transcripts and customer history directly into the agent handoff.
- CSAT, NPS, and Interaction Ease – Track and optimize key customer satisfaction metrics across every brand pod.
- 360-Degree Customer Journey View – Gain a comprehensive perspective of customer interactions across all touchpoints.
Reduce Costs Without Compromising Experience
- Consumption-Based Pricing – Pay for what you use, keeping costs predictable and scalable.
- Data-Driven Efficiency – Seamlessly enrich interaction data for deeper insights, without increasing labor costs.
- Optimized Technology & Workflow Design – Leverage decades of contact center expertise to streamline operations and eliminate inefficiencies.
- AI-Powered Focus – AI models prioritize high-impact actions, ensuring effort is spent where it matters most.
- Automation at Scale – Free up valuable human resources by automating routine tasks.
Mitigate Risk with Enterprise-Grade Security
- Secure Data Control – Protect sensitive information with VDI and secure pad systems, ensuring a controlled and compliant environment.
- Continuous Authentication – Maintain strict access control with ongoing authentication protocols to prevent unauthorized use.
- Compliance-Ready Deployments – Available in SOC2, PCI, and HIPAA-compliant configurations.
- Real-Time & Predictive Risk Alerts – Integrate with Untangl Analytics for proactive risk detection.
Stay secure, stay compliant, and stay ahead of risk.
Improve Employee Retention with Smarter Engagement
- Real-Time Feedback – Provide instant, actionable insights to keep employees engaged and continuously improving.
- Coaching Aligned with Interactions – Link coaching commitments directly to real-world interactions.
- Efficient Feedback Capture – Streamline employee feedback collection, making it easier to listen, adapt, and enhance the work experience.
By fostering a supportive, data-driven environment, we help increase job satisfaction, reduce turnover, and build stronger teams.
Works with the platforms you already run
Built on Amazon Connect and AWS, with Google Cloud and custom integrations where you need them.
