D3Clarity Amazon Connect AI QA Automation — Contact Lens Implementation

D3Clarity implements Contact Lens for Amazon Connect and Performance Evaluation directly in your Amazon Connect environment to transform every interaction into actionable coaching and compliance insight. We design and deploy call recording, transcription, PII redaction, sentiment and category detection, auto-QA scorecards, and supervisor workflows — then integrate those insights into routing logic, training programs, and CX dashboards for measurable performance improvements.

• Discovery & Design: Define KPIs such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), Service Level (SL), and abandon rate. Establish QA rubrics, compliance, and retention policies.
• Contact Lens and Performance Evaluation Setup: Enable call and chat recording, transcription, automatic redaction, sentiment analysis, categorization, and custom keyword/theme tracking.
• Auto-scoring & coaching workflows: Build rule-based QA scorecards, negative sentiment alerts, phrase detection, and supervisor review queues to streamline performance management.
• Agent-assist enablement (Optional): Integrate Amazon Q in Connect for real-time next-best actions, knowledge surfacing, and AI-driven customer response recommendations.
• Reporting & dashboards: Deliver operational and quality dashboards in CloudWatch or Amazon Quick Suite (formerly Amazon QuickSight), complete with trend lines, KPI tracking, and agent comparisons.
• Training & support: Provide admin and supervisor training, playbooks, and optional 24/7 production support to ensure sustained adoption and value realization.

• Trusted Partner: D3Clarity is a recognized AWS Advanced Tier Consulting Partner with the Amazon Connect Delivery, Well Architected Partner Program, Migration and Modernization Services Competency specializations.
• Proven ROI signals: In published cases, organizations report 8–24% call-volume deflection via smarter routing/digital self-service, 29% agent-productivity gains post-migrate, and 31%+ operating-cost reductions vs. legacy CCaaS when modernization best practices are applied.
• Secure by design: PII redaction, encryption, access control, and audit readiness built into workflows by our AWS Solutions Architect Professionals.
• From quick wins to scale: Start with a focused AI QA implementation and expand to journey analytics and automation; D3Clarity can work with you along every step of the path.

D3Clarity helps you maximize your results with AWS Partner Funding programs. If you are eligible, these programs can reduce or eliminate costs:

• Proof-of-Concept (POC): Funding of pilots for small-scale or initial deployments
• Migration Acceleration Program (MAP): Funding for enterprise-scale migrations
• Well-Architected Partner Program Funding: Funding for new AWS infrastructure in existing accounts Talk to our team for more information about these programs.

• Accelerated outcomes with expert implementation: With D3Clarity’s proven Amazon Connect expertise, organizations move from kickoff to live QA automation in weeks, not months — reducing implementation risk and accelerating improvements in AHT and FCR.
• Happier customers, stronger brand: Real-time sentiment insights and post-call surveys can improve CSAT by 10–15 points and improve NPS and loyalty through data-driven coaching and faster issue resolution.
• Lower costs via deflection & efficiency: AI self-service, smarter routing, agent-assist tools, reduce repeat contacts and cost per contact by 20–30%, while maintaining consistent quality and compliance.

This service may include the use of Amazon Connect, Contact Lens for Amazon Connect, Performance Evaluation, Amazon Q in Connect, Amazon Lex, AWS Lambda, AWS Step Functions, Amazon S3, Amazon Kinesis, Amazon CloudWatch, and Amazon Quick Suite (formerly Amazon QuickSight) among other AWS products.