AWS Contact Center

Category: Contact Lens for Amazon Connect

Use Contact Lens for Amazon Connect to streamline call transfers with real-time AI powered insights

In the contact center world, agents frequently transfer calls, whether it is because the customer is routed to the incorrect department, or the customer’s situation requires an escalation. In some of these cases, the contact information collected by the first agent is not always available when a second agent or supervisor is talking to the […]

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Real-time customer insights using machine learning with Contact Lens for Amazon Connect

Contact Lens for Amazon Connect provides a set of machine learning (ML) capabilities integrated into Amazon Connect. These capabilities enable businesses to analyze call recordings for customer sentiment, trends, and compliance of conversations. Contact center supervisors want real-time insights into customer experience issues while calls are in progress to provide proactive assistance to their agents. Historically, […]

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Machine learning-based customer insights with Contact Lens for Amazon Connect

Today, Amazon Web Services (AWS) announced the general availability of Contact Lens, machine learning powered contact center analytics for Amazon Connect. Amazon Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at lower cost. With Contact Lens, supervisors and quality assurance managers can easily understand the sentiment, […]

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