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10 February 2023

Amazon Connect - Automated Speech Analytics With Contact Lens

Frank Mirecki

"Contact Lens is a powerful feature of Amazon Connect that gives Contact Centre supervisors a detailed view of their customer experience"

Contact lens for Amazon Connect is widely regarded as one of the best features of the contact center platform. Contact Lens uses real-time conversational analytics to enhance quality management with machine learning. With contact lens, contact center supervisors and managers Can get call summaries insights and reports that will save them time and improve efficiency and quality control in your contact center. Contact lens achieves this with the power of Artificial Intelligence and Machine Learning. By summarizing and organizing data in ways that would take multitudes of times longer if done manually.

Automatic Sentiment Analysis

By analyzing sentiment of the callers we can better predict and evaluate where agents and call flows can be optimized. This creates a continuous cycle of improvement where data collected throughout interactions is used to continuously optimize and upgrade your quality management until you’re delivering the optimal customer experience for your business.

Contact lens not only allows us to play back and listen to conversations but it automatically highlights the important and key moments and takeaways, summarizing them in easy to read and understand outputs for supervisors and managers.

Contact Lens transcript summary

The time and cost benefits are simply…massive. Imagine if your contact center takes thousands of calls a day, trying to listen back and get insights from each of those calls is impossible. With contact lens, we can get to the key points quicker than ever. And have better insights than ever before.

Compliance and Procedure Management

Additionally, we can get feedback on whether procedures were followed. These can be utterances or phrases that a should be Included or excluded by agents. For example, if it's your company's policy to ask for a survey at the end of a call and the agent doesn’t ask; we can program contact lens to let us know that that procedure was not followed.  And of course, we don't have to listen to the entire conversation because the summary will let us know whether that condition was met. And additionally, a task can be automatically generated if that condition is not met.

Contact Lens Call Compliance Alerts

Automating tasks from contact lens is easy and ensures that agents and supervisors can follow up on any parameters that we configure within Contact Lens. This again, will save your agents and supervisors a ton of time as the process Is automated and does not require any additional human input.

Enhance Your Contact Center Security

With contact lens, we can detect and redact sensitive information, such as addresses, credit card information, social insurance numbers, etc. This helps with compliance and regulatory requirements. Additionally Contact Lens makes is easy to ensure that disclaimers and consent are being properly initiated by your agents.

And the newest feature allows you to use evaluation forms to improve agent performance. This allows you to review conversations as well as the recordings contact details transcripts and summaries without the need to switch application. And the best part is these forms are filled out automatically and directly transcribed from the conversation. This is yet another step in reducing the work required to analyze quality control in your call center. By specifying the report parameters that are crucial to your business, you will get insights faster, and more accurately than ever before.

Get In Touch with an Amazon Connect Expert

Contact lens is just one of the many powerful features in Amazon connect. That enables contact center operators to maximize efficiency and, Save on total cost. To find out more reach out to a BrantTel representative and schedule a demo to see Contact Lens and other features such as Amazon Wisdom in action.

Claim Amazon Connect and AWS Credits

Frank Mirecki
10 February 2023
Amazon Connect - Automated Speech Analytics With Contact Lens

"Contact Lens is a powerful feature of Amazon Connect that gives Contact Centre supervisors a detailed view of their customer experience" Contact lens for Amazon Connect is widely regarded as one of the best features of the contact center platform. Contact Lens uses real-time conversational analytics to enhance quality management with machine learning. With contact […]

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