Uncover trends, identify agent coaching needs, predict contact volumes, and optimize agent schedules
Analytics, insights, and optimization enables businesses to measure, track, and improve contact center performance and achieve their business goals. Using AI/ML-powered analytics and optimization capabilities, businesses can proactively detect and address issues with customer experience, agent performance, and contact center operations. Businesses can gain real-time insights from customer interactions, easily identify agent coaching needs, forecast contact volume to optimize staffing, and make the best use of their agents to continuously improve customer satisfaction, reduce costs, and optimize contact center operations.
Benefits
Continuously improve with data-driven decisions
Amazon Connect offers powerful analytics, insights, and optimization capabilities to help you meet your operational and business goals.
Contact center analytics and quality management
Click to enlargeForecasting, capacity planning, and scheduling
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Customers stories
John Hancock uncovers insights and optimizes workforce performance
Discover how John Hancock uses generative AI-powered analytics and optimization capabilities to enhance customer service and boost efficiency of contact centers.
nib Group unlocks customer insights with contact center analytics
Hear how nib Group decoded trends within customer conversations and delivered better customer service with Amazon Connect.
Ameriflex makes data driven decisions to improve agent performance and customer experiences
Learn how Ameriflex managers optimize agent productivity with ML-powered automation for workforce forecasting, capacity planning, and scheduling.
Just Energy powers up their contact center innovation with Amazon Connect
Discover how moving their contact center to the cloud gave Just Energy access to built-in features like chatbots, call transcription, and sentiment analysis.
Contact our AWS experts to explore how Amazon Connect analytics, insights, and optimization capabilities can help improve customer satisfaction, reduce cost, and meet operational targets.