Contact Lens for Amazon
Connect - Quick Start

We help contact centre leaders to extract real value and efficiencies with conversational analytics

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Everything you need to get started with,
and prove the value of Contact Lens

Enable next level CX and EX through
real-time data and insights

Conversational Analytics technology has enjoyed 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.

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

Uncover trends and issues

Improve agent productivity

Enhance security & compliance

Automate quality assurance

How it works

We deliver a focused proof of value with AWS Contact Lens, getting under the skin of your key CX and EX insights to drive innovation and iterative change. This is typically an 8-week process and includes the following stages:

1. 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?

2. Analysis

Take a sample of your historical interactions and feed them through the technology. This enables us to generate immediate CX insights, customise the NLP vocabulary, identify initial CX areas of interest, set up evaluation forms, and create a baseline of important metrics.

3. 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.

4. Optimisation

Contact Lens will run for an initial 4-week period, and your Acceleraate consultant will arrange a call each week to discuss high level insights and interesting topics. During this period, we will continue to refine the Contact Lens vocabulary and rules to ensure maximum benefit.

5. 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.

Find us in AWS Marketplace

Our Contact Lens Quick Start is available in AWS Marketplace, allowing you to purchase the service with minimal friction via your existing AWS account.

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Learn more about our CX optimisation services

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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Ready to acceleraate?