Posted On: Feb 26, 2021

Today, we are announcing the launch of Real-Time Contact Lens for Amazon Connect in the Europe (London), Europe (Frankfurt), and Asia Pacific (Tokyo) AWS Regions. This expands support for Real-Time Contact Lens from the US West (Oregon), US East (N. Virginia), and Asia Pacific (Sydney) AWS regions that were launched at re:Invent 2020.

Real-Time Contact Lens enables Amazon Connect customers to use AI-powered speech analytics to access live call transcripts, understand customer sentiment, and identify call drivers in real-time. Contact center supervisors can create rules in Amazon Connect to be alerted about customer experience issues based on keywords/phrases. For example, supervisors can create rules to track calls where a customer says “not happy,” “poor quality product,” or “cancel my subscription", and get alerts within the Amazon Connect real-time metrics dashboard. This enables supervisors to review the customer experience issue, and decide whether to assist the agent through chat, or have the agent transfer the call. When a call is transferred, the agent can pass a real-time transcript with conversation details (like sentiment) to the next agent or supervisor to bring them up to speed so that the customer doesn’t need to repeat themselves.

With Contact Lens for Amazon Connect, you only pay for what you use based on the number of minutes used. There are no required up-front payments, long-term commitments, or minimum monthly fees. To learn more about Contact Lens for Amazon Connect, please visit our webpage, read the launch blog post, watch the AWS re:Invent 2020 breakout session, or check out an AWS on Air video.