Virtualex Launches Updated Version of Connectrek, Enhancing Amazon Connect Integration

Virtualex Launches Connectrek Version 1.3

Virtualex Consulting has announced the release of the updated version 1.3 of its cloud contact center service, Connectrek, which is built on Amazon Connect. This new version brings significant enhancements, particularly with a revamped 'Click To Call' feature, and strengthens cloud capabilities, aiming for an improved user stability and convenience.

About Connectrek

As Amazon Web Services (AWS) continues to gain traction among businesses in Japan, its cloud contact center service, Amazon Connect, is widely recognized for its robust functionalities. However, feedback from users often highlights a desire for greater usability and additional features. To address these concerns, Connectrek was developed by Virtualex, leveraging years of expertise in call center operations. This solution adds features that complement Amazon Connect, presenting tailored functionalities that enhance the customer experience (CX) and employee experience (EX).

Key Features of Connectrek

1. Operator List and Chat Functionality

Connectrek employs an intuitive user interface (UI) allowing operators to transfer calls with a single click. This design reduces operational errors and minimizes the training duration for new operators. Additionally, operators can share supplementary information via chat before and after the call transfer, reducing communication gaps, and fostering teamwork, even in remote work conditions.

2. Real-Time Help Request Feature

Operators can instantly request assistance from supervisors during a call with just one click. This means that all operations can be completed within the softphone application, eliminating the need to switch between applications. As a result, operators can focus on customer interactions, which leads to quicker problem resolution and cost savings on external chat tool implementations.

3. Outbound Number Selection Feature

In multi-tasking contact centers, operators can choose the outgoing phone number themselves. This ensures that customers receive calls from familiar numbers, increasing the likelihood of responses and ultimately contributing to higher completion rates for call tasks and improved operator productivity.

Innovations in Business Efficiency through CRM Integration

4. Incoming Call Popup Feature

Upon receiving a call, customer information and past interaction history from the CRM automatically pop up on the PC screen. This allows operators to quickly understand the situation, leading to personalized service provided in shorter time frames.

5. One-Click Call Recording Playback

Through the CRM’s interaction history, operators can play back call recordings with a single click, significantly reducing the time and effort needed to search for specific recordings among vast datasets. This feature enhances self-review for operators and improves the efficiency of monitoring and quality assessment conducted by administrators, contributing to overall productivity in the call center.

Recent Updates in Connectrek Version 1.3

1. Revamped Click To Call Functionality: This includes improved stability and security for real-time interactions, further solidified with enhanced integration to Virtualex's own CRM, inspirX.
2. Upgraded Cloud Compatibility: Adaptations to comply with recent changes in Amazon Connect domain specifications, coupled with a system foundation upgrade.
3. Enhanced Operator Search Reliability: Stability improvements in operator search functionalities.

Commitment to Business Adaptation

Virtualex continues to support the implementation of Amazon Connect. The company is committed to adapting flexibly to the changing business environments of clients and providing solutions that enhance efficiency and quality in contact center operations.

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About Virtualex Consulting

Virtualex Consulting has focused on the intersection between businesses and their customers since its inception. Emphasizing a philosophy of customer success as a key driver for company growth, Virtualex aspires to foster continuous successes with clients, rather than isolated achievements. The company integrates consulting, technology, and operational capabilities to offer a one-stop solution in the area of CRM digital transformation.

About Virtualex Group

With approximately 1,000 employees, Virtualex Group provides specialized services tailored to finance, insurance, IT communications, e-commerce, education, and government sectors. The group was listed on the Tokyo Stock Exchange Mothers market (now known as the Growth Market) in June 2016.