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 analytics that provide a complete view of your customer conversations for both voice and chat, you can automatically transcribe customer calls, analyze customer sentiment, discover top contact drivers, redact sensitive data, and more, all natively within Amazon Connect. Generative AI capabilities automatically create contact summaries, freeing up time for agents to assist more customers by eliminating manual note-taking, and facilitating supervisors in understanding customer conversations to ensure the completion of committed follow-up actions. Supervisors can maintain quality standards with performance evaluation and screen recording capabilities that assess critical performance criteria, automatically complete evaluations for 100% of agents’ customer interactions, and observe their actions, making it easier to identify coaching opportunities.
Uncover trends and insights from every conversation
Contact Lens uses natural language processing (NLP) and conversational analytics to understand sentiment, conversation characteristics, themes, and agent compliance risks during customer calls and chats. Supervisors can use conversational analytics to 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.
Automatically summarize conversations with generative AI
Save valuable time with generative AI-powered conversation summaries that provide essential information from customer conversations in a structured and easy to read format. Without having to read through transcripts or monitor calls, you can review a synthesized summary of customer interactions, including issues, actions, and outcomes, enabling you to quickly take follow up actions and provide feedback to agents.
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.
Automate evaluations to improve agent performance
Supervisors can review conversations alongside contact details, recordings, transcripts, and summaries, without the need to switch applications. Conversational analytics automatically populate evaluation results scoring criteria like script adherence, sensitive data collection, and customer greetings to easily identify which contacts need to be evaluated. With performance evaluation, supervisors can reduce the time spent identifying and coaching agents, helping them to perform at their best.
Analyze agent performance metrics to identify coaching opportunities
Analyze aggregations of agent performance and insights across cohorts of agents over time, and trigger supervisor alerts or follow-up tasks. Results of evaluations are aggregated for each agent, enabling supervisors 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. Additionally, performance evaluation forms and contact categorization identify specific contacts and automatically notify supervisors to do coaching follow-up tasks with agents.