Identify friction, trends, and
issues with Contact Lens.
When you think about all interactions between customers and your contact centre, there is a lot of information being exchanged, only a small proportion of which is captured in the agent's notes before they move on to the next contact. Sure, you could listen back to the call recording, or read the transcript, but that's going to be rather time-consuming!
Not only that, it's often what your customers don't say, rather than what they do, that holds the most value.
That's where Contact Lens for Amazon Connect comes in, providing a set of powerful conversational analytics that help to understand and classify the sentiment, trends, quality, and compliance of your interactions.
friction, reduces risk, and drives-up loyalty
Uncover Conversation & Sentiment Trends
Using Natural Language Processing on transcripts generated by calls and chats in Amazon Connect, AWS Contact Lens understands sentiment, conversation characteristics, and agent compliance risks. It can process and surface this insight in real-time, or after the event, and can provide automatic feedback to the agent, or flag agent coaching opportunities to team leaders or supervisors.
Improve Agent Productivity
A major time sink for contact centre agents is in the “wrap up” period, where they need to type up disposition notes and schedule follow-up actions. Contact Lens saves your agents valuable time on every customer interaction, by summarising key parts of the conversation, reducing the need to type detailed notes, and instead focusing on solving the customer's issue first time, and fast.
Enhance Security and Compliance
Contact centres typically process a lot of sensitive customer data - whether it's addresses, account numbers, telephone pins, or even credit card details it can be challenging for operators to ensure absolute compliance at all times, especially with hybrid working. Contact Lens can detect and redact PII data in conversations, whilst keeping agents on script using categorisation and keyword criteria.
Evaluate Agent Performance
Contact Lens offers evaluation forms for agent performance and quality management, enabling supervisors and assessors to review conversations alongside contact details, recordings, transcripts and summaries, without the need for multiple applications. Contact Lens automatically populates against scoring criteria like script adherence, sensitive data collection, and customer greetings.
Quick Start
How we help you to maximise Amazon Connect
We've been working with Amazon Connect since its public launch in 2017
CX & EX Consulting
From problem identification and technology selection, to customer journey and process design we help you provide the experiences your customers and staff expect.
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System Integration
We help businesses to be adaptive and flexible, by bringing together and consolidating your systems and software to provide a complete and seamless solution.
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Implementation & Delivery
Our own software engineering, implementation, and programme management teams provide expert delivery and implementation services to get you to where you need to be, faster.
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Managed Service
With over 15 years experience working with and managing clients' cloud CCaaS solutions we provide a variety of expert managed service options for your peace of mind.
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Manchester, United Kingdom
Part of Founded Group Limited