Posted On: Jul 27, 2022

Amazon Connect now allows agents to view Contact Lens transcripts, detected issues, and matched categories in the Contact Control Panel (CCP) and the Salesforce CTI Adapter. At the end of a customer call, an agent will see an unredacted call transcript they can reference and copy over needed information into their customer or case notes. The transcript will display contact category labels and issues detected by Contact Lens once the call ends. In addition, if an agent receives a transferred call, they will see a transcript of the prior agent’s conversation with the customer so that they can understand the context of that interaction without needing to repeat themselves.

This feature is available in all AWS regions where Contact Lens is offered and can be turned on via Security Profiles. To learn more about this feature, see the help documentation.  To get started on the Amazon Connect CTI Adapter for Salesforce, see the help documentation. You can find out more about Amazon Connect, an easy to use omnichannel cloud contact center, by visiting the Amazon Connect website.