Conversational analytics is one area which has seen significant investment from AWS over recent years. Contact Lens for Amazon Connect provides a set of conversational analytics and quality management capabilities, powered by machine learning. It helps you to understand and address customer issues, improve agent performance, and identify crucial feedback.

Contact Lens enables several powerful Customer Experience (CX), and Employee Experience (EX) use cases, including:

• Uncovering trends and improving customer service
• Improving agent productivity
• Automation of follow-ups
• Enhancing security and compliance
• Agent wellbeing and support
• Evaluation forms (Quality Assurance)

But in a typical, busy operational environment it can be very challenging for CX leaders to achieve a best practice set-up and a suitably customised configuration to obtain maximum value. You also need to be able to understand what the generated insights mean, and how to make those learnings and data actionable.

What do we do?

Whilst Contact Lens is designed to be easily switched on in the AWS Console, it’s very important that clients understand what they want to learn and achieve with the technology. The wealth of business intelligence and insights generated by Contact Lens can enable significant return on investment (ROI) in your contact centre - when planned, set up and configured in the right way.

Furthermore, it’s essential that clients fully understand what the generated insights mean, and how they can use that data to scale up conversational analytics; driving actionable outcomes, automating quality assurance, better supporting your customer service agents, and deriving valuable intelligence to improve your customer experience.

We deliver a proof of value with Contact Lens, ensuring that you achieve the maximum outcomes, getting under the skin of your key CX and EX insights to drive innovation and iterative change, whilst helping to inform how best to move forward with conversational analytics in your contact centre.

How do we do it?

Our Quick Start process is laser-focused on proving the value of conversational analytics for your Amazon Connect contact centre. Our expert consultants will support you through every step of the journey, ensuring that your investment is maximised.

This proof of value is typically an 8-week process, and includes the following stages:

Discovery

Define your use case objectives and agree the proof of value success criteria. What are your hypotheses? What do you believe the challenges to be, but currently lack data to support your thought process? Through this approach we will ensure that everybody is clear on what we are aiming to achieve/learn from the proof of value.

Analysis

Take a sample of your historical interactions and feed them through Amazon Transcribe Call Analytics. This enables us to generate immediate CX insights and allows us to customise the NLP vocabulary, identify initial CX areas of interest, set up evaluation forms (for automated QA), and create a baseline on a variety of important metrics.

Configuration

Once the historical analysis has been completed, we will use the data and insights generated to configure and customise Contact Lens to AWS Best Practice, ready for live deployment in your contact centre.

Optimisation

Contact Lens will run for an initial 4-week period, and your Acceleraate consultant will arrange a recurring catch-up call each week to report back on high level insights, outcomes, trends, and interesting topics for discussion. During this period, we will continue to refine the Contact Lens vocabulary, rules, and evaluation forms to ensure maximum benefit.

Review

Following the optimisation phase our team will prepare a proof of value report and business case for the continued use of Contact Lens and future optimisations.

Once the initial proof of value assessment period is complete, we can further engage with you to support with roadmap ideation, CX iteration, and Optimisation as a Service.

About Acceleraate

Acceleraate is a UK-based boutique SI and Managed Service Provider. We are CX & CCaaS optimisation specialists, driving continuous improvement, inspiring loyalty, and helping our clients to build relationships that last. With over 6 years of hands-on experience designing, implementing, and managing Amazon Connect for some of the UK’s best-known businesses and brands, we enable CX transformation and iteration, whilst delivering ongoing efficiency improvement.