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Amazon Connect

Analytics, Insights, and Optimization

Monitor and improve your contact center performance with artificial intelligence

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Real-time analytics to optimize your contact center

Measure, track, and improve contact center performance to achieve your business goals. Using AI-powered analytics and optimization capabilities, businesses can proactively detect and address customer experience, agent performance, and contact center operation issues. Empower supervisors with real-time insights from customer interactions, easily customizable alerts, intuitive dashboards and staffing tools, and tailored agent coaching information to improve operational efficiencies.

Benefits

Monitor customer conversations and automatically alert managers of issues so they can resolve during first contact and improve the overall customer experience.
Predict contact volumes with high accuracy, determine ideal staffing levels, and optimize agent schedules to achieve service targets and reduce operational overhead.
View aggregated agent performance metrics, automatically populate agent evaluations, and drill down into customer interactions to more easily identify coaching needs.
Quickly deploy contact center analytics, workforce management optimization, and performance management capabilities in just a few clicks within Amazon Connect.

Continuously improve your customer experience with data-driven decisions

Amazon Connect offers powerful analytics, insights, and optimization capabilities to help you meet your operational and business goals.

Contact center analytics and quality management

Turn every interaction into actionable insights with AI-powered analytics that automatically surface coaching opportunities and optimize service delivery.

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Screenshot of the Amazon Connect Contact Details dashboard, displaying customer interaction details, conversational analytics, sentiment analysis, talk time, evaluation scores, and AI-generated summaries for contact center performance monitoring.

Forecasting, capacity planning, and scheduling

Maximize efficiency with AI-driven forecasting that predicts volumes, optimizes staffing, and automatically adjusts to changing demands.

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Screenshot of the Amazon Connect agent scheduling dashboard showing agent schedules, staffing metrics, and assigned work activities for various teams.

Customers stories

John Hancock

Discover how moving their contact center to the cloud gave Just Energy access to built-in features like chatbots, call transcription, and sentiment analysis.
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nib Group

Discover how moving their contact center to the cloud gave Just Energy access to built-in features like chatbots, call transcription, and sentiment analysis.
Watch the video »
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Ameriflex

Discover how moving their contact center to the cloud gave Just Energy access to built-in features like chatbots, call transcription, and sentiment analysis.
Watch the presentation »
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Just Energy

Discover how moving their contact center to the cloud gave Just Energy access to built-in features like chatbots, call transcription, and sentiment analysis.
Watch the video »
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