Q: How do I get started?

Please click here to sign up for a preview or reach out to your AWS sales partner. We will enable Contact Lens for Amazon Connect for your account, and you can configure which calls to analyze in the contact flow settings by checking the Contact Lens for Amazon Connect option in the “Set Recording Behavior” block. Once this is completed, Contact Lens for Amazon Connect will start analyzing your specified calls automatically.

Q: How do I access data in Contact Lens for Amazon Connect for use outside of Amazon Connect?

Contact Lens for Amazon Connect-generated metadata (including sentiment analysis, call transcript, non-talk time, etc.) along with the call recordings for each contact will be accessible in the customer’s S3 bucket. This data will be linked to Contact Trace Records (CTR) can be easily used in BI tools like Quicksight and Tableau to create custom visualizations by fusing it with data from other systems (such as CRM).

Q: I am not an Amazon Connect customer yet. Can I use Contact Lens for Amazon Connect with my existing contact center software?

Currently, Contact Lens for Amazon Connect is only offered as part of Amazon Connect.

Q: How does Contact Lens for Amazon Connect relate to Amazon Transcribe and Comprehend?

Contact Lens for Amazon Connect uses Amazon Transcribe to generate call transcripts. Contact Lens for Amazon Connect uses Amazon Comprehend to apply natural language processing on these transcripts. This approach allows organizations to evaluate their customer experience without requiring any technical expertise.

Q: What languages does Contact Lens for Amazon Connect support?

Currently, Contact Lens for Amazon Connect supports US-English. We will be adding Spanish in early 2020 and more languages throughout 2020.

Q: Does Contact Lens for Amazon Connect provide real-time analysis?

Currently, Contact Lens for Amazon Connect provides analysis based on call recordings only. We will be expanding the current feature set to include real-time capabilities.

Q: Does Contact Lens for Amazon Connect support chats?

Currently, Contact Lens for Amazon Connect supports only calls but support for chat is coming early 2020.

Q: Does Contact Lens for Amazon Connect support PII/PCI redaction?

Coming early 2020, you will be able to choose from multiple redaction options to protect sensitive information.

Learn more about Amazon Connect
Learn more about Amazon Connect

Learn more about Amazon Connect features and capabilities by visiting the product page.

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