Posted On: Nov 28, 2023
Amazon Connect announces a preview of analytics data lake, a Zero ETL analytics capability that empowers organizations to access the insights needed to understand and optimize key contact center performance metrics (e.g., customer satisfaction) via a unified data source and their choice of Business Intelligence (BI) tool. With the analytics data lake, records are de-duped and ready to query; eliminating the need to build and maintain complex data pipelines to perform extract, transform, and load (ETL) operations to access Amazon Connect data to get it ready for analytics, and artificial intelligence (AI) workloads.
With the analytics data lake, organizations can use Amazon Athena with Amazon QuickSight or third-party business intelligence tools to create custom reports and dashboards, enabling managers to track the metrics that matter most to improving customer experience and operational efficiency. For example, managers can visualize which agents have the highest customer satisfaction for calls about lost orders and then adjust routing profiles to staff their queues with the ideal agents to achieve their desired business outcomes.
The Amazon Connect analytics data lake is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). To learn more and get started, visit the Amazon Connect website and the API documentation.
If you are interested to enroll in the preview of Amazon Connect analytics data lake, please sign up here.