Amazon Connect CTI
Verified by FreshworksEnhance your IT support operations with seamless call management using Amazon Connect CTI
Published by Freshworks(about 6 months ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
The Freshservice integration with Amazon Connect App offers an efficient solution for efficient call management, ensuring that every customer interaction is logged and accessible within Freshservice. Enhance your team's productivity and provide superior service with the Amazon Connect widget on the Freshservice dashboard.
With the Amazon Connect App on Freshservice, agents can:
* Manage inbound and outbound calls with ease through call controls like mute, hold, and transfer during the call
* Create new tickets or update existing ones based on the phone conversation to keep all call-related information organized and easily accessible
* Get easy access to comprehensive call histories associated with every contact to deliver personalized and informed support during every call
Learn more: https://support.freshservice.com/en/support/solutions/articles/50000010226
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Amazon Connect App Installation Guide
1. Start Installation
Click the "Install" button to open the App configuration page.
2. Validate Freshservice Credentials
The first tab on the configuration page is for validating Freshservice credentials.
Add your domain URL and API key to validate and proceed.
3. Configure Amazon Connect Settings
Once the Freshservice connection is successful, the user is directed to the next tab for Amazon Connect configurations.
Enter the Amazon Connect instance URL to validate and proceed to install the application
4. Complete Installation
Once the details are validated in both the tabs, click the "Install" button to complete the installation.
Detailed instructions here - https://support.freshservice.com/en/support/solutions/articles/50000010226
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
Yes
What End-User data does your app collect/process?
App searches for ticket Id using requester details. Also the app fetches tickets based on the Agent's access to Workspace
What is the purpose of collecting/processing the data?
Raises tickets against calls, and stores call related details within tickets.
Does your app store any End-User data?
Yes
What End-User data does your app store?
Stores the details of calls (Received & Made) within associated ticket
Countries where data is stored
United States, Germany, United Arab Emirates, Australia, India
What is the purpose of storing the data?
So that it can be fetched post-completion of incoming/ outgoing calls, and associate it
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
Yes
Elaborate the encryption methodology adopted
Below methodology is used for encryption
1. Encryption:
Algorithm: AES with a 128-bit key with ECB(Electronic Codebook) mode
2. Padding:
PKCS5Padding: Adds extra data to make sure it fits the encryption block size
3. Key Preparation:
3.1 Hashing: The secret key is turned into a fixed-size value using SHA-256
3.2 Truncating: The hashed key is shortened to 128 bits
4. Base64 encoding
Is the End-User data encrypted in transit?
Yes
Elaborate the encryption methodology adopted
Encrypted in transit using SSL/TLS protocols
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
No
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
Yes
Does your app allow customers to request a custom End-User Data retention period?
No
Log in to install this app
Enter your Freshservice URL to proceed
https://
Proceed
Version History
This is the first version. Release notes not yet available.