Analytics, Insights, and Optimization

Monitor and improve your contact center performance with real-time artificial intelligence

Identify needs, predict volumes, optimize 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.


Predict contact volumes with high accuracy, determine ideal staffing levels, and optimize agent schedules to achieve service targets and reduce operational overhead.
View aggregated agent performance metrics, automatically populate agent evaluations or perform evaluations assisted by generative AI, and drill down into customer interactions to more easily identify coaching needs.
Monitor customer conversations and automatically alert managers of issues so they can resolve during first contact and improve the overall customer experience.
Built natively in Amazon Connect, quickly deploy contact center analytics, workforce management 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.

Contact center analytics and quality management

Forecasting, capacity planning, and scheduling

Customers stories

  • John Hancock

    Discover how John Hancock uses generative AI-powered analytics and optimization capabilities to enhance customer service and boost efficiency of contact centers.

    Watch the presentation »

  • nib Group

    Hear how nib Group decoded trends within customer conversations and delivered better customer service with Amazon Connect.

    Watch the video »

  • Ameriflex

    Learn how Ameriflex managers optimize agent productivity with ML-powered automation for workforce forecasting, capacity planning, and scheduling.

    Watch the presentation »

  • Just Energy

    Discover how moving their contact center to the cloud gave Just Energy access to built-in features like chatbots, call transcription, and sentiment analysis.

    Watch the video »

    read the blog »