Amazon Connect - Contact Center Analytics

Consilium Data and Analytics teams have spent decades organizing, analyzing and visualizing massive repositories of data. In today's world, web/app traffic, IoT product data or customer support interactions provide a constant stream of data. That data is often siloed and structured based on the particular solution developed to support any specific process.

Our team is able to help translate multiple data sources into a unified analytics "language" that can derive insights and use data-driven decisions as a catalyst for innovation and growth.

Amazon Connect, itself, generates massive quantities of data. Whether it's NLP-based contact reasons using Amazon Connect Contact Lens, or the forecasts and capacity plans derived by the machine learning algorithms that power Amazon Connect Forecasting and Capacity Planning, we can help companies and organizations make sense of that data to provide answers to key questions.

• Why are my customers contacting support?
• What are the most costly contact reasons?
• Where are agents struggling?
• What kind of content should we create to help agents?
• How are we able to provide insights back to our product and manufacturing teams?

We're also able to help support the development, implementation and ongoing maintenance of data visualizations and dashboards that leverage Amazon Connect real-time and historical data.