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Evaluation Capabilities now Available for Amazon Connect Contact Lens

27 April 2023

Frank Mirecki

"Contact Lens for Amazon Connect now has the ability to automatically create evaluation forms that will score an agents performance based on adherence scripts or compliance with data collection parameters."

Contact Lens is a powerful feature of Amazon Connect, it automatically assesses calls in real-time for sentiment analysis, compliance, and records and transcribes every call in the contact centre.

Better Data for Your Supervisors, Better Feedback for Your Agents

Providing feedback to your agents in a contact centre is critical in maintaining quality and ensuring your agents are doing the best job possible. However, it is extremely time consuming to evaluate conversations traditionally. Think about the amount of time required to listen to recordings and manually evaluate agent performance for each conversation. Typically, contact centres are happy to get 3% of calls reviewed for good Quality Assurance, but in reality we know that figure is much less. Now imagine that we can boost that number to 100% of calls, and it requires absolutely zero human effort to do. Contact Lens for Amazon Connect now has the ability to automatically create evaluation forms that will score an agents performance based on adherence scripts or compliance with data collection parameters.

Automation Powered by Machine Learning in Your Contact Centre

The entire process is powered by Contact Lens' machine learning and speech analytics, assessing the conversation in real-time. Managers can select the parameters and rules that they would like to include in their feedback score, so every organization has the ability to customize evaluation based on their needs.

Amazon Connect can also incorporate and ingest data from other CSAT or CRM systems that can provide an aggregate view of agent performance over time. All in an easy to use interface. Managers and supervisors can receive automated notification when an evaluation is completed, and they can have a single view of aggregate agent performance over time, as well as the recordings, transcriptions, and call sentiment analysis.

The pace of innovation with Amazon Connect is truly revolutionary in the Contact Centre space. New features such as Amazon Connect Outbound Campaigns, Evaluation Forms in Contact Lens are continually rolled out. It's why Amazon Connect is such a great platform for companies that wish to innovate, and stay on the cutting edge of customer and agent experience. Book a meeting with a BrantTel Contact Centre expert to find out how these features and Amazon Connect can help your business achieve their CX goals.

Frank Mirecki
27 April 2023
Evaluation Capabilities now Available for Amazon Connect Contact Lens

"Contact Lens for Amazon Connect now has the ability to automatically create evaluation forms that will score an agents performance based on adherence scripts or compliance with data collection parameters." Contact Lens is a powerful feature of Amazon Connect, it automatically assesses calls in real-time for sentiment analysis, compliance, and records and transcribes every call […]

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