Essential insights at your fingertips
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 deeper 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. Contact Lens enables agent performance evaluations against defined quality standards, aided by conversational analytics and screen recording capabilities. And with generative AI, supervisors can automatically complete evaluations for 100% of agents’ customer interactions and get aggregated agent performance to identify coaching opportunities.
Uncover trends and insights from every conversation
Empower supervisors with a deeper understanding of customer intent and conversations in real-time. Contact Lens conversational analytics uses natural language processing (NLP) to understand sentiment, conversation characteristics, themes, and agent compliance risks during customer calls and chats. For example, supervisors can verify that standard greetings and sign-offs are used, help coach agents, and replicate successful interactions.
Streamline manager activities with generative AI
Save valuable time with generative AI-powered post-contact 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. Agents can also use summaries that are generated within seconds after a call ends, significantly reducing After Contact Work (ACW). Additionally, managers can automatically perform and complete agent evaluations with generative AI and get aggregated agent performance to identify coaching opportunities.
