With the goal of creating a single source of truth for all customer interactions, DevRev integrates with Amazon Connect to seamlessly capture and log support requests made via phone. Support engineers can receive calls directly within DevRev, with each call automatically recorded and linked to the caller’s contact. This ensures engineers have complete context, enabling efficient and informed assistance.

Features

• Seamless Contact Association

Every call is automatically linked to the correct contact in DevRev, maintaining a unified record of all customer interactions. This allows support engineers to provide consistent, personalized support across multiple touchpoints.

• Real-Time Caller Insights

Before answering, engineers can view critical customer details, including contact information, past interactions, and IVR inputs. This ensures every call is handled with full context, leading to faster and more effective resolutions.

• Automatic Call Records

Each call generates a structured record capturing call details, engineer notes, and key interactions. This comprehensive log helps in tracking conversations and referencing past issues to improve future support.

Installation

For installation, refer to the Amazon Connect Integration Guide with DevRev