Tag: analytics

1. Introduction When you manage a contact center schedule, you face a recurring challenge: fitting non-phone activities (coaching sessions, team meetings, training blocks, and one-on-one reviews) into agent schedules without degrading service levels. These activities support agent development, compliance, and operational goals, but every minute an agent spends in a coaching session is a minute […]

Introduction As one of the UK’s leading financial institutions, NatWest Group delivers a wide range of banking services across retail, commercial, and private banking sectors. The bank enhanced its customer service capabilities in 2019 by deploying Amazon Connect Customer across its contact centers. This implementation provided NatWest with comprehensive analytics and detailed insights into customer […]

In today’s fast-paced business landscape, delivering exceptional customer experiences is paramount. Customers expect seamless, personalized support across every touch point, and businesses are constantly seeking new ways to meet these evolving demands. As an artificial intelligence (AI)-powered cloud contact center solution, Amazon Connect is helping organizations across industries leverage the latest advancements in technology to […]

Introduction Organizations often struggle to gain a complete view of their agents’ performance. This is due to the large volume of interactions and the various channels through which they communicate with customers. Additionally, filtering relevant data points for performance analysis can be a difficult task. Fortunately, Contact Lens for Amazon Connect offers agent performance evaluation […]

Introduction Organizations want the ability to monitor operational and system level metrics of their Amazon Connect instances. Right sizing Service Quotas is important to deliver satisfactory contact experiences, meet service level targets, and optimize AWS resources. Amazon Connect provides operational metrics at the instance level. Amazon Connect automatically sends instance and queue metrics to Amazon […]

Introduction Amazon Connect Cases allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. As an organization, it becomes important to define performance metrics for resolving cases and identifying any bottlenecks. Amazon Connect supports Cases events streams which provide you with near real-time updates […]

Introduction Organizations want contact center reporting and analytic capabilities for agents’ activities. This enables them to manage agent staffing and optimizing the contact center work force operations. Contact center platforms with limited integration capability make it challenging to generate custom reports and perform advanced agent activity analytics. Amazon Connect agent event streams are Amazon Kinesis […]

Introduction To get the most advanced analytics benefits, organizations need a robust platform and a cost-effective solution to run a thriving contact center. This is achieved by building a data lake on Amazon Simple Storage Service (S3). Amazon Connect Data Lake Best Practices whitepaper lays out the various data sources within Amazon Connect, and steps […]

Join us for AWS Contact Center Day, a free virtual event where you’ll learn about the future of customer service, how machine learning can optimize customer and agent experiences—and more. Register now » Introduction Many organizations want the capability to perform analytics on the contact center data for an extended period and build custom reports for […]

As customer engagement expectations become increasingly advanced, contact center managers find themselves in need of granular visibility of their contact center usage. For example, customers seek to understand usage patterns by agent, business division, caller intent, routing queue, or customer segment. Amazon Connect provides a real-time performance dashboard so that you can monitor the overall health of […]