Tag: analytics

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 at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › Introduction Organizations need in-depth analytics on their outbound campaign performance. Amazon Connect contact event stream, near real-time streaming of contact (voice calls, chat, and task) events (for example, call queued), lets you dive […]

When managing your contact center, call quality has a significant impact on the customer experience. If your agents take calls on Amazon Connect using the softphone over the internet, the audio quality is typically high. However, changes in networking conditions can result in varying audio quality from factors such as increased latency or packet loss.

By capturing and storing real-time call metrics, you can proactively monitor call quality. In this blog, we describe a solution which captures real-time metrics from the Amazon Connect softphone, creates easily understandable dashboards from the metrics, and makes this data searchable for further analysis.

The dashboards give your contact center supervisors and operators insights into the customer experience from both a business and operational lens. They can help you answer questions like how many calls are abnormally short, how many calls experience poor audio quality, and other common operational questions. This allows your business to take actions to improve the customer experience.

Introduction Many organizations want the capability to perform analytics on the contact center data for an extended period and build custom reports for different business needs. Since Amazon Connect is an open platform and offers APIs and mechanisms to integrate with third party reporting application, organizations can stream Contact Trace Record (CTR) to Amazon Kinesis […]

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 […]

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, […]