Sold by: Visionet Systems
An AWS-native, AI-powered solution that automatically analyzes contact-center calls to measure customer effort and agent quality, turning every interaction into actionable insights for improved customer experience and performance.
Overview
This offering delivers an AWS-native, AI-powered solution that automates Customer Effort Score ( and call quality evaluation across 100% of contact-center interactions. Using Amazon Connect with Contact Lens or a customizable stack built on Amazon Transcribe and Amazon Bedrock, the solution converts recorded or live calls into structured insights—including CES scores, QA rubric evaluations, effort drivers, compliance signals, and behavioral trends. It equips managers with objective dashboards and actionable insights while providing agents with near-real-time coaching and next-best-action prompts. Designed for high-volume and regulated environments, the platform is secure, scalable, and fully deployed within the customer’s AWS account, enabling faster feedback loops, consistent quality standards, and measurable improvements in customer experience and operational efficiency
Highlights
- Automatically evaluate 100% of customer interactions using AI‑powered speech analytics and QA scoring. Eliminate manual sampling, ensure consistent quality standards, and uncover performance gaps across agents, queues, and campaigns in real time.
- Built as an AWS‑native solution, the platform deploys entirely within your AWS account, leveraging services like Amazon Connect, Transcribe, and Bedrock. This ensures enterprise‑grade security, compliance, and seamless scalability for high‑volume contact centres.
- Move beyond basic sentiment with AI‑powered Customer Effort Score intelligence. Identify effort drivers, friction points, and resolution barriers from every call, enabling faster coaching, smarter CX decisions, and measurable improvements in customer satisfaction.
Details
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Delivery method
Deployed on AWS
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Support
Vendor support
Customers receive enterprise-grade support throughout the lifecycle of the product. This includes guided onboarding, deployment assistance, and configuration support within the Customer’s AWS environment. Ongoing support covers issue resolution, product updates, and optimization guidance via email and scheduled support sessions during business hours. Customers receive access to Visionet’s AI engineers, cloud architects, and solution specialists for deployment, customization, and integration with enterprise systems.