Posted On: Sep 13, 2021
Contact Lens for Amazon Connect has now launched both post-call and real-time analytics support for 3 new languages, Korean (South Korea), Japanese (Japan), and Mandarin (Mainland China). In addition, 5 languages, French (Canada), French (France), Portuguese (Brazil), German (Germany), and Italian (Italy), that were already supported for post-call analysis, are now also supported for real-time analytics. With this launch, Contact Lens now supports 21 languages for post-call analytics and 12 languages for both post-call and real-time analytics.
Contact Lens, a feature of Amazon Connect, enables you to better understand the sentiment and trends of customer conversations to identify crucial company and product feedback. In addition, with real-time capabilities, you can get alerted to issues during live customer calls and can deliver proactive assistance to agents while calls are in progress, improving customer satisfaction.