Joulica Analytics Platform for Amazon Connect

My main use case for Amazon Connect Analytics  is for agent time, including the times they are engaging with customers, and their reviews and analytics. We also send that data to our team to find out information.

A specific example of how I use Amazon Connect Analytics  in my day-to-day work is whenever a recent case is opened; I go and check the analytics, looking at how the performance or reviews and how the sentiment analysis are working these days.

The best features Amazon Connect Analytics offers include the filtering out and the visualization of agents and the data transition.

What I appreciate about the visualization and data transition features is that it provides a user interface that is easy to use. Instead of going and searching and running the queries manually, visualization and easy filtration help us.

Amazon Connect Analytics has positively impacted my organization, with noticeable changes in efficiency and customer experience.

We introduced AI-generated responses in chat, so we have better AI-generated responses and specific responses from feedback. We can see that from the analytics and the sentiment analysis across the board.

With the sentiment analysis and feedback, I've seen measurable improvements in customer satisfaction and efficiency, increasing by about ten percent more than before.

Amazon Connect Analytics is good; I don't have anything regarding how it can be improved.

I chose eight out of ten because there could be more generic functionalities and giving specific responses. I'm expecting more AI-related responses, natural language processing, or the visualization.

I've been using Amazon Connect Analytics for about two years.

Amazon Connect Analytics is stable.

The scalability of Amazon Connect Analytics is good, as it auto-scales based upon needs.

The customer support for Amazon Connect Analytics is quite good.

Before Amazon Connect Analytics, we were using some Genesis features, but I'm not sure exactly which ones.

I've seen a return on investment, as fewer integrations will not need our specific employees.

I purchased Amazon Connect Analytics through the AWS Marketplace , and my experience has been good.

Regarding pricing, setup cost, and licensing, I think it's good, but I'm not sure about the specifics.

I wasn't aware of other options evaluated before choosing Amazon Connect Analytics.

My advice to others looking into using Amazon Connect Analytics is to look for positive feedback. I rated this product eight out of ten. I found this interview to be good; there's nothing I think you should change for the future.

My main use case for Amazon Connect Analytics  involves one of our retail companies who is ordering several shoes, where customers order several shoes for them. We have to build a dashboard on how many return customers, how many customers are returning the shoes, how many customers are buying the shoes, what age group they buy the shoes, and what's the demographic of every customer. It can be very region specific; for instance, let's say they're buying shoes only from Boston. Therefore, we try to put some analytics in place to say which region is servicing or ordering the most, and then we stay focused on those markets with the help of that analytics.

The best features Amazon Connect Analytics  offers include the granularity of the calls that we upload into the system, so if we upload more than 10,000 customer interactions in a day, it provides us the information back.

Amazon Connect Analytics has positively impacted my organization 100% as the results are phenomenal; now my operations team can actually see how many orders are getting rejected so that they can work on those cases and satisfy the dissatisfied customer.

I can share that our CSAT scores have increased from a 70% baseline to around 85% today, and the returns have reduced from approximately 1,000 returns we get in a month down to almost 50%.

I believe Amazon Connect Analytics can be improved, especially regarding the interface, as it would be helpful for us since we have to do a lot of development work to make sure the interface looks exactly the way our customers want. I'm talking about the user interface.

Further about the needed improvements, the UI does give us the entire pattern, but you have to customize that pattern. What we prefer is that if those patterns or designs can be pre-built or available in the form of stencils, allowing us to leverage each stencil one by one instead of recreating from scratch every time.

I choose an eight because, as I said, it gives us a lot of benefits, but the journey to reach that level is a little painful. It took us roughly two months to fine-tune a particular analytics dashboard, and once it's fine-tuned, then it works great. That is the process we have to go through, and that's the reason I suggest maybe we could implement a little bit more stencil-based or pre-ready designs into the analytics dashboards, which would be helpful.

I have been using Amazon Connect Analytics for three years.

Amazon Connect Analytics is stable.

We haven't tested more than 400 users, but I hope it will work fine even for 4,000 or 10,000 users as well.

The customer support for Amazon Connect Analytics is phenomenal; we get support from NAMER SIs services very quickly, typically receiving a response back in just 15 minutes.

Before switching to Amazon Connect , we used Avaya, which was not able to offer us any cloud-based platform, prompting our full switch from Avaya to Amazon.

I have seen a return on investment with around 22 use cases on Amazon Connect Analytics, as almost every use case is benefiting in terms of reducing our attrition by 10%, which is helpful for a call center.

Before choosing Amazon Connect Analytics, we evaluated a platform called Jolika, which is a relatively new platform.

We receive information from Amazon Connect Analytics through various formats, including dashboards, which will be shown to our operations people. The contact center operations will look at these dashboards and then decide the outcome or the journey and what's their next action based on that.

Regarding the features, I would say that dashboards are difficult to build but easy to use. We have a specialist whose job is to build those dashboards and ensure that they meet all operational requirements. Once it meets that, it's very easy to use, but going through that journey is a little bit of a pain. We have to go back and forth with the operations and the system a lot. It typically takes us one to two months to fine-tune a report, but once it's fine-tuned, then it just keeps working.

I would advise others looking into using Amazon Connect Analytics to do good due diligence and meet customer expectations and operational demands before starting to build the dashboard, ensuring they gather the requirements first. I have given Amazon Connect Analytics a rating of 8 out of 10.

Amazon Connect Analytics  allows customers and users to gain insights into their contact center data, understand their volume, and build dashboards to achieve visibility.

The best features Amazon Connect Analytics  offers are the custom dashboarding capabilities, which allow me to build, cut, and slice the data according to my specific needs rather than relying solely on the out-of-the-box dashboards.

The custom dashboarding helps me and my clients in day-to-day work by providing visibility based on custom attributes on the contact, enabling us to build reports tailored to our requirements.

Thanks to the visibility and flexibility of the dashboards in Amazon Connect Analytics, I can act upon the actual events occurring in the solution. We now have more operational insights into what is happening in our environment.

Amazon Connect Analytics could be improved by being even more flexible, particularly in allowing dashboard embedding in third-party applications. If we want to embed the dashboards in another tool, that capability would be valuable.

We have used Amazon Connect Analytics on some projects a few years back.

Amazon Connect Analytics is stable and performs well in my experience.

The scalability of Amazon Connect Analytics is performing well.

The customer support for Amazon Connect Analytics is sometimes not as responsive and helpful as we would prefer, but it is not the worst. We have had a few occasions where we received great help from their support team.

Before Amazon Connect Analytics, we used Calabrio , but we wanted a more cost-effective solution. Amazon Connect Analytics data analytics seemed to be a better option for our needs.

My experience with pricing, setup cost, and licensing for Amazon Connect Analytics has been satisfactory so far.

Before choosing Amazon Connect Analytics, I evaluated Calabrio , which we had used previously.

We identified that too many fraud calls were coming to our contact center. Thanks to the identification of those calls through Amazon Connect Analytics, we were able to make changes to our flow, adjust the experience, and prevent long-lasting fraudulent calls.

My advice for others looking into using Amazon Connect Analytics is to deploy it to your account and ensure the data resides within your organization under your control, allowing you to customize your reports. I would rate this product an 8 out of 10.