Category: Contact Lens for Amazon Connect

At the end of an interaction with a customer, agents have to create follow-up work items with other teams in order to provide the best end to end customer experience. Some examples include customer requests to mail specific product or services brochures, mailing a physical copy of a maintenance contract the customer has agreed on […]

A contact center has a large amount of valuable customer data that supervisors and quality assurance managers can use to easily understand the sentiment, trends, and compliance risks of customer conversations. These insights allow companies to effectively train agents, replicate successful interactions, and identify important customer feedback. This said, many companies find it difficult to […]

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 […]

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, […]

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, […]