Amazon Connect Contact Lens provides contact center analytics and quality management capabilities that enables you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. With conversational analytics, you can transcribe customer conversations, analyze customer sentiment, discover top contact drivers, redact sensitive data, and more, all in real-time and natively within Amazon Connect. To reduce the need for manual reviews and more easily identify coaching needs for your agents, use performance evaluations to assess agent performance criteria (such as adherence to required scripts), and automatically complete evaluations for as many customer interactions you choose. You can analyze aggregations of agent performance and insights across cohorts of agents over time and trigger supervisor alerts or follow-up tasks using performance evaluation results. With screen recording analyze agents’ screens along with their audio, providing the ability to not only listen to, but also watch agents’ actions when reviewing and evaluating their interactions with customers.
Uncover trends and improve customer service
Understand sentiment, conversation characteristics, emerging contact themes, and agent compliance risks surfaced using natural language processing (NLP) on transcripts generated by ML-powered conversational analytics for calls and chats. This can verify that standard greetings and sign-offs are used, help train agents, and replicate successful interactions. Set real-time alerts to flag agent coaching opportunities and discover customer insights with detailed analysis in the analytics dashboard. Use real-time data streams to build customized dashboards that include sentence-by-sentence transcripts, sentiment analysis, and categories from customer conversations.
Improve agent productivity and customer service
Save your agents’ valuable time on every customer interaction by summarizing key parts of the conversation, reducing the need for them to take detailed notes and instead focus on solving the customer’s issue. Managers can view contact summaries alongside the contact details to quickly understand the context of an interaction, help address follow-up tasks, and provide precise feedback to agents.
Automate follow-ups to improve customer experience
You can use the automated contact categorization to create Amazon Connect Tasks for customer requests. Automating tasks helps to address customer follow-up promises, such as scheduling a call back or initiating a refund. This helps you deliver high-quality customer service while improving agent productivity.
Enhance contact center security and compliance
Detect and redact sensitive customer data such as credit card details, addresses, and social security numbers from audio recordings and transcripts. You can also improve agent compliance with company policies or regulatory requirements by tracking all customer conversations for script adherence using categorization-based on criteria you determine. For example, you can track words or phrases used in required disclaimers, greetings and sign-offs.
Use performance evaluation to improve agent performance
Using evaluation capabilities, you can review conversations alongside contact details, recordings, transcripts, and summaries, without the need to switch applications. Conversational analytics automatically populates evaluation results scoring criteria like script adherence, sensitive data collection, and customer greetings to reduce the time you spend identifying and coaching agents, helping them to perform at their best.
Analyze agent performance metrics to identify coaching opportunities
See aggregated results of evaluations and performance metrics to derive actionable insights for agent coaching. Results of evaluations are aggregated for each agent, enabling managers to drill down on particular areas of performance, such as compliance adherence, or sales effectiveness and compare the performance against organizational benchmarks. You can use public APIs where other aspects of agent performance can be supplemented with data from third-party tools such as agents’ sales results as a component of your evaluation.
Review agent actions handling customer contacts using screen recording
Review and assess agents' interactions with customers, ensuring adherence to quality standards, compliance requirements, and best practices, helping you effectively evaluate agent's performance and identify coaching opportunities. You can also review the recording to identify bottlenecks, inefficiencies, and areas of improvement in your processes in order to streamline workflows, and enhance overall operational efficiency.
Other Contact Lens capabilities
*Conversational analytics pricing for voice calls is a per minute charge and for chat messages a per message charge. To learn more information and see examples on pricing go to Amazon Connect pricing.
Automated contact categorization
Track customer conversations for compliance with company policies or regulatory requirements. Define and manage categories directly based on your specific criteria (such as words, phrases, conversational characteristics like sentiment, interruptions, and non-talk time) within Amazon Connect using rules. Rules are an ML-based contact categorization engine that can automatically label contacts for real-time and post-contact scenarios.
Automatically identify key parts of the customer conversation, assign tags (such as issue, outcome, or action item), and display a summary that can be expanded to view the full transcript of the contact.
Improve the accuracy of speech recognition for terminology (such as product names and brand names) by expanding the vocabulary of Contact Lens’ speech-to-text engine. You can provide a list consisting of domain-specific words and phrases, words that aren’t being recognized correctly, and proper nouns.
Real-time data streams
Access real-time analytics using data streams to provide issue detection, sentence-by-sentence transcripts, sentiment analysis, and categories for ongoing customer conversations with low latency.
Sensitive data redaction
Remove sensitive data (such as names, addresses, credit card details, and social security numbers) from both the call or chat transcripts and audio recordings.
Capture and analyze the sentiment of words being spoken by the customer through ML-powered natural language processing (NLP). It will generate a score between -5 (most negative) to +5 (most positive).
Supervisor alerts on conversational analytics
Create rules to flag any customer experience issue in real time, with categories based on keywords, sentiment, and phrase matching. This automatically alerts your supervisors in real time when they need to assist an agent on live contacts so they can provide guidance through chat or have the agent transfer the call.
Automatically transcribe call recordings into text to gain deeper insights into the meaning and context of agent-customer conversation.
Discover emerging contact themes from your customer interactions such as "cancel reservation" or "delayed order." Leverage machine learning-powered theme detection to cluster contacts with similar issues together and see the resulting groups within the Amazon Connect interface.
*Performance evaluation pricing is charged by per agent evaluated. To learn more information and see examples on pricing go to Amazon Connect pricing.
Get evaluation results automatically populated into your forms based on conversational analytic outputs such as sentiment or transcripts. This helps you save time from manually looking for hot spots in the recordings or transcripts.
Evaluation forms and contact scoring
Define and create a set of agent performance evaluation forms and complete the evaluations side-by-side with call recordings, transcripts, and conversational analytics outputs such as contact categories, sentiment scores, and issues detected. Get a contact scored based on the evaluation result instantly completed for your review.
Supervisor alerts on agent performance
Supervisors get automated notifications whenever agents on their team need additional guidance to improve their performance (e.g., evaluation score) and help meet their contact center’s quality assurance requirements. Use multiple methods to notify supervisors such as Amazon Connect Tasks, email notifications, or EventBridge integrations to third party applications.
*Screen recording pricing is charged by per recorded minute. To learn more information and see examples on pricing go to Amazon Connect pricing.
Enables companies to easily record agents’ screens along with their audio in Amazon Connect, providing managers the ability to not only listen to, but also watch agents’ actions while handling a customer contact (voice call, chat or tasks).
Other Contact Lens capabilities
*Included with Amazon Connect. To learn more information and see examples on pricing go to Amazon Connect pricing.
Access live and recorded conversations for your contact center calls to address use cases such as monitoring agent compliance, evaluating contact quality, and identifying calls for training purposes. These call recordings are stored in an Amazon S3 bucket, which you can consume outside of Amazon Connect. They are also visualized within Amazon Connect on the contact details page.
Contact details and analytics
View all conversational analytics at an individual contact level, including transcripts, agent and customer sentiment, contact categories, non-talk time, response time, and other conversation characteristics, to detect issues and customer trends. Contact details also helps you access details such as contact id, agent name, disconnect reason, and start and end time.
Automate common and repeatable actions based on pre-defined trigger conditions such as keywords used on a contact, sentiment trend of a contact, agent evaluation score, agents being silent for long-periods on a contact, filtering specific contact attributes, and more.
Contact search helps you quickly search a few relevant contacts from many contacts across the contact center. You can use filters such as agent name, queue name, ML-enabled conversational analytics (such as specific keywords, categories, and sentiment score), contact attribute, and many more to drill down to those relevant contacts in less time. This helps you understand customer trends and insights and how to improve customer satisfaction.
Receive real-time email notifications when configurable conditions of a rule (such as customer sentiment) get initiated. This will help you identify and intervene on contacts where agents might need additional support and provide guidance to deliver better end-customer experiences.
Enables supervisors and managers to proactively join calls and take over an active call as needed. After joining, a manager can speak with the customer, add participants, and even choose to remove an agent, if needed.
Michael Goligorsky and Billy Laney, May 10, 2023
Ayesha Borker, Angela Yu, and Rahul Kulkarni, March 28, 2022
Q: How can I learn more about Amazon Connect?
For more information, see Amazon Connect.
Q: How much does Amazon Connect Contact Lens cost?
Amazon Connect Contact Lens pricing is designed to be flexible and cost-effective, allowing you to pay for the capabilities you need. Contact Lens offers separate pay-as-you-go pricing for the following capabilities: conversational analytics, performance evaluation, and screen recording. Each of these capabilities has separate pricing terms and you choose which ones to use. You will be billed for each capability you choose to use based on their individual pricing. Conversational analytics capabilities pricing for voice calls is a per minute charge and for chat messages a per message charge, performance evaluation capabilities pricing is charged by per agent evaluated, and screen recording capabilities pricing is charged by per recorded minute. To learn more information and see examples on pricing go to Amazon Connect pricing.
Q: How do I get started?
To get started with Amazon Connect Contact Lens, see Enable Amazon Connect Contact Lens. The documentation provides instructions for how to turn on Contact Lens within your Amazon Connect instance.
Q: What languages does Amazon Connect Contact Lens support?
To view a list of languages Amazon Connect Contact Lens currently supports for post-call analytics, post-call redaction, real-time analytics, and real-time redaction, see Languages supported by Amazon Connect. We will continue to add support for more languages.
Q: Once I have Amazon Connect Contact Lens enabled, how do I get started with performance evaluation?
After you have set up Contact Lens you can configure your instance for agent performance evaluation by configuring your security profiles, which set permissions for specific users to define, create, or review contact evaluations. Refer to the Administration Guide to learn more.
Q: What customer contacts can be reviewed with the performance evaluation capabilities? Are conversational analytics required to evaluate the agent performance of a contact?
You can use the evaluation forms for all contacts within your Amazon Connect instance, including conversations over voice calls, chats, and tasks. You can manually evaluate contacts without conversational analytics, or enable conversational analytics to automate the evaluation process and get results pre-populated within the form. We do not support evaluating customer interactions outside of your Amazon Connect instance.
Q: Do I need to use Contact Lens conversational analytics in order to use screen recording?
No, while Contact Lens screen recording works seamlessly together with other Contact Lens capabilities, conversational analytics is not required in order to use screen recording.
Q: What channels does Contact Lens screen recording support?
Contact Lens screen recording supports all native Amazon Connect channels, including Voice, Chat and Tasks.
Q: What should I know before using sensitive data redaction?
The redaction feature is designed to identify and remove sensitive data. However, due to the predictive nature of ML, it might not identify and remove all instances of sensitive data in a transcript generated by Amazon Connect Contact Lens. We recommend reviewing the results for accuracy after enabling sensitive data redaction to verify they meet your needs.
Q: Can sensitive data redaction be used for healthcare data or protected health information?
The redaction feature is not intended to be used to de-identify healthcare data or to remove references to protected health information.
Q: How do I access data in Amazon Connect Contact Lens for use outside of Amazon Connect?
The metadata generated by Amazon Connect Contact Lens (including call transcript, sentiment analysis, non-talk time, categorization labels, talk speed, and interruptions), along with the call recordings for each contact, will be accessible in your Amazon Simple Storage Service (S3) bucket. This data will be linked to Contact Trace Records (CTR) and can be used in BI tools like Amazon QuickSight and Tableau. You can create custom visualizations that fuse the CTR data with data from other systems (such as CRM). Finally, your analytics teams can also use this data to create custom machine learning (ML) models with Amazon SageMaker.
Q: How does Amazon Connect Contact Lens relate to Amazon Transcribe and Amazon Comprehend?
Contact Lens is an out of the box feature for Amazon Connect that leverages Amazon Transcribe to generate call transcripts and Amazon Comprehend to apply natural language processing (NLP) on these transcripts, with no coding required. This approach helps organizations evaluate their customer experience using Amazon Connect Contact Lens, without requiring expertise in Amazon Transcribe or Amazon Comprehend.
Q: Can I programmatically access the real-time capabilities of Amazon Connect Contact Lens?
Yes. The real-time capabilities of Contact Lens are available through either the Amazon Connect user interface or a synchronous real-time API that help you to build customized solutions for use cases like agent transfers.
Q: Is the content processed by Amazon Connect Contact Lens moved outside the AWS Region where I am using Amazon Connect Contact Lens?
Any content processed by Amazon Connect Contact Lens is encrypted and stored at rest in the AWS Region where you are using Contact Lens. Unless you opt out as provided below, some portion of content processed by Amazon Connect Contact Lens might be stored in another AWS Region. This would solely be with the continual improvement and development of your Amazon Connect Contact Lens experience and other Amazon machine-learning/artificial-intelligence technologies. You can request deletion of content associated with your account by contacting AWS Support. Your trust, privacy, and the security of your content are our highest priority. We implement appropriate and sophisticated technical and physical controls, including encryption at rest and in transit, designed to prevent unauthorized access to, or disclosure of, your content and verify that our use complies with our commitments to you. See Data Privacy FAQ for more information. Your content will not be stored in another AWS Region if you opt out of having your content used to improve and develop the quality of Amazon Connect Contact Lens and other ML and artificial intelligence (AI) services on AWS. You can opt out of having your content used to improve and develop the quality of Amazon Connect Contact Lens and other Amazon machine-learning/artificial-intelligence technologies by using an AWS Organizations opt-out policy. For information about how to opt out, see AI services opt-out policy.
Conversational analytics (post-contact) for voice and chat and performance evaluation are available in the US West (Oregon), US East (N. Virginia), Canada (Central), Europe (London), Europe (Frankfurt), Asia Pacific (Singapore), Asia Pacific (Seoul), Asia Pacific (Tokyo), and Asia Pacific (Sydney) Regions. Conversational analytics (real-time) for speech are available in the US West (Oregon), US East (N. Virginia), Canada (Central), Europe (London), Europe (Frankfurt), Asia Pacific (Seoul), Asia Pacific (Tokyo), and Asia Pacific (Sydney) Regions.