Analytics, Insights, and Optimization
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
Achieve budget targets and service level goals
Predict contact volumes with high accuracy, determine ideal staffing levels, and optimize agent schedules to achieve service targets and reduce operational overhead.
Improve agent performance
View aggregated agent performance metrics, automatically populate agent evaluations, and drill down into customer interactions to more easily identify coaching needs.
Increase customer satisfaction with actionable insights
Monitor customer conversations and automatically alert managers of issues so they can resolve during first contact and improve the overall customer experience.
Reduce total cost of ownership
Built natively in Amazon Connect, quickly deploy contact center analytics, workforce optimization, and performance management capabilities without the cost of complex integrations.
Continuously improve with data-driven decisions
Amazon Connect offers powerful analytics, insights, and optimization capabilities to help you meet your operational and business goals.
Amazon Connect features
Amazon Connect Contact Lens
Search call and chat transcripts, analyze sentiment, identify issues, and monitor agent performance with conversational analytics and quality management capabilities powered by machine learning.
Amazon Connect forecasting, capacity planning, and scheduling
Predict, allocate, and verify that the right number of agents are scheduled at the right time to meet your operational and service goals.
Real-time and historical analytics
Make data-driven decisions with powerful analytics tools, including a visual dashboard with customizable real-time and historical metrics.
Customers stories
"We’ve started using Amazon Connect forecasting, capacity planning, and scheduling to administer scheduling plans and coordinate real-time adjustments with multiple internal and external partners. Our business users without workforce management experience find the capabilities easy to use. AWS has been proactive in providing optimization recommendations and responsive to our development requests. Being able to work with AWS to test and build these forecasting, capacity planning, and scheduling capabilities that meet our business needs, rather than force fit a solution, has been an important part of our decision to move forward with additional AWS services."
Anjanette DeCoudreaux, Director of Participant Services, Ameriflex
"At Accolade, we are passionate about our customer experience, especially because we help our customers with life’s most important questions - concerns about their healthcare. With the AWS launch of Contact Lens for Amazon Connect, we’ve transformed our contact center experience. Since Contact Lens works seamlessly with Amazon Connect it has allowed us to accomplish what other transcription and speech analytics vendors have struggled to achieve. With Contact Lens for Amazon Connect, we’ve processed thousands of calls and have been able to easily uncover emerging trends to provide our agents with the right guidance, improving our customer experience. Enabling Contact Lens for Amazon Connect took only minutes, saving us months of development time it would have taken to build the same powerful AI tools.”
Stephen Murphy, Senior Director of Cloud Engineering, Accolade
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.