reference deployment

Contact Center Intelligence Post-call Analytics on AWS

Integrate artificial intelligence in your contact center for greater insights

This Quick Start deploys a Contact Center Intelligence Post-call Analytics solution on Amazon Web Services (AWS) to give quality management insights through automatic analysis of contact center conversations. You can use insights such as product and service feedback loops to benefit the rest of the organization. The analysis can also help you identify the best performing interactions, such as those ending with a positive sentiment score.

This Quick Start uses Amazon Transcribe for automatic speech recognition (ASR) to create a high-quality transcript. Amazon Comprehend applies natural language processing (NLP) to the transcript and analyzes the interactions. Using Amazon QuickSight, you can view the collected data quickly to see the operational dashboards, reports, and other deep insights that are collected from the post-call data.

Onica logo

This Quick Start was developed by Onica, a Rackspace Technology Company, in collaboration with AWS. Onica is an AWS Partner.

  •  What you'll build
  •  How to deploy
  •  Cost and licenses
  •  What you'll build
  • This Quick Start sets up the following:

    • For the portal website where users upload audio recordings:
      • An Amazon CloudFront distribution to serve HTTPS requests to an Amazon Simple Storage Service (Amazon S3) bucket that hosts the contents of the portal website.
      • Amazon API Gateway that exposes provisioning endpoints through HTTPS.
      • Amazon Cognito to manage users and give access to the portal website.
      • An S3 bucket to host the portal website.
    • An S3 bucket that stores contact center audio recordings and metadata.
    • An AWS Lambda function that transcribes the audio recordings to call transcripts.
    • Amazon Transcribe for creating high-quality transcripts.
    • An S3 bucket that stores the transcripts.
    • A Lambda function that separates turns from the transcript.
    • An S3 bucket that stores the separated (formatted) turn transcripts.
    • A Lambda function that analyses the separated transcripts.
    • Amazon Comprehend for analyzing interactions within the transcript.
    • An S3 bucket that stores the text analysis output.
    • Additional AWS services include:
      • An Amazon DynamoDB table that stores audio Uniform Resource Identifier (URI), transcript URI, text analysis URI, and job status.
      • An AWS Glue crawler that pulls metadata from the text analysis and DynamoDB table.
      • An Amazon Athena query that fetches turn-by-turn sentiment and scores.
      • Amazon QuickSight for viewing dashboards and reports from post-call data.
  •  How to deploy
  • To deploy Contact Center Intelligence Post-call Analytics on AWS, follow the instructions in the deployment guide. The deployment process takes 15 minutes and includes these steps:

    1. If you don't already have an AWS account, sign up at https://aws.amazon.com, and sign in to your account. 
    2. Launch the Quick Start by selecting the CloudFormation template in the AWS Console. 
    3. Test the deployment.

    Amazon may share user-deployment information with the AWS Partner that collaborated with AWS on the Quick Start.  

  •  Cost and licenses
  • You are responsible for the cost of the AWS services used while running this Quick Start. There is no additional cost for using the Quick Start.

    This Quick Start does not require a license to deploy Cost Center Intelligence Post-call Analytics.

    The AWS CloudFormation template for this Quick Start includes configuration parameters that you can customize. Some of the settings, such as the instance type, affect the cost of deployment. For cost estimates, see the pricing pages for each AWS service you use. Prices are subject to change.

    Tip: After you deploy the Quick Start, you can enable the AWS Cost and Usage Report to deliver billing metrics to an S3 bucket in your account. It provides cost estimates based on usage throughout each month and aggregates the data at the end of the month. For more information about the report, see What are AWS Cost and Usage Reports?