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Eudata Connect Suite - Platform Overview

v3.0.0

What is Eudata Connect Suite​

Eudata Connect Suite is a cloud digital customer engagement platform built on top of Amazon Connect. It extends Amazon Connect's native capabilities with a complete, scalable solution that covers every customer touch point and service type.

The platform is composed of three core components:

  • Next2Connect - A web-based agent desktop that handles both audio and digital channels and tracks the full customer history.
  • Comet - An outbound campaign manager to design, run, and monitor outbound campaigns.
  • CRAB - A customer journey map that tracks all customer interactions with agents and bots, providing advanced reporting and insights.

Thanks to its integration with Amazon Connect, Connect Suite inherits and extends Amazon Connect routing profiles, allowing contacts and agents to be managed across CRAB, Comet, and custom integrations - all surfaced as gadgets within the same agent desktop.

All-in-one Agent Desktop​

Next2Connect is designed to streamline agent work within Amazon Connect. It natively supports:

  • Inbound and outbound voice
  • Video chat
  • Collaboration
  • Chat
  • Social messaging
  • Email

It integrates with CRM and ticketing systems in a single interface, eliminating context switching and automating repetitive processes. Next2Connect also supports single sign-on (SSO), integrating with major Identity Providers so agents and supervisors can access the platform with their existing business credentials.

Next2Connect agent desktop with Comet and CRAB Registry gadgets open side by side

Outbound Campaigns​

Comet is the outbound campaign manager built for Amazon Connect. It lets supervisors design, launch, and monitor outbound campaigns through an intuitive wizard, with cost management based on campaign activity and call volume.

Comet natively integrates with Amazon Connect and Service Cloud Voice - agent groups, phone numbers, and routing logic are available directly in the campaign wizard without additional configuration.

Comet campaign list inside Next2Connect showing campaign status and actions

Monitor Campaign Results​

Campaign results are visible directly from within the Next2Connect agent desktop via embedded gadgets. Supervisors can view a summarized report for each campaign and drill down into the details of each associated contact list.

Comet Reports tab showing campaign metrics: total contacts, progress, success rate, retries

The CRAB Registry gadget gives a per-customer view within each list, showing full contact details.

CRAB Registry gadget showing customer short info and last contact details

Every interaction - inbound calls, outbound calls, and callbacks - is logged with the complete history for that contact.

CRAB Registry History tab showing full contact interaction timeline

Manage Customer Data​

Through its native connection with CRAB, Next2Connect can:

  • Track customer history across all channels.
  • Maintain and display the customer profile.
  • Show and edit all customer details in a single unified view.

Next2Connect with CRAB Registry and Attached Data gadgets showing customer profile and call data

Multi-tenancy Administration​

Next2Connect Administration Panel gives supervisors and administrators centralized control over the platform. From the Administration Panel you can:

  • Monitor agent status via the dashboard overview.
  • Add and configure gadgets (e.g. CRM integrations, ticketing systems, public web tools).
  • Customize the UI (logo, fonts, colors via CSS) per routing profile.
  • Define broadcast messages to agents.
  • Enforce policies on the agent desktop (e.g. force logout at a specific time).

The Administration Panel supports multi-tenancy, allowing all of the above to be managed independently across multiple organizations and companies.

Next2Connect Administration Panel dashboard showing daily consumption and active agents