Essential insights at your fingertips
Amazon Connect Contact Lens provides contact center analytics and quality management capabilities that enables you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. With analytics that provide a deeper view of your customer conversations for both voice and chat, you can automatically transcribe customer calls, analyze customer sentiment, discover top contact drivers, redact sensitive data, and more, all natively within Amazon Connect. Contact Lens enables agent performance evaluations against defined quality standards, aided by conversational analytics and screen recording capabilities. Supervisors can perform evaluations assisted by generative AI recommendations, or automatically complete evaluations for 100% of agents’ customer interactions, and get aggregated agent performance to identify coaching opportunities.
Uncover trends and insights from every conversation
Empower managers with a deeper understanding of customer intent and conversations in real-time. Contact Lens conversational analytics uses natural language processing (NLP) to understand sentiment, conversation characteristics, themes, and agent compliance risks during customer calls and chats. Supervisors can verify that standard greetings and sign-offs are used, help train agents, and replicate successful interactions.
Streamline manager activities with generative AI
Save valuable time with generative AI-powered post-contact summaries that provide essential information from customer conversations in a structured and easy to read format, without having to read through transcripts or monitor calls. Agents can use summaries that are generated within seconds after a call ends, significantly reducing After Contact Work (ACW). With generative AI-powered insights and recommendations to perform agent evaluations efficiently, managers can focus on more complex customer care initiatives.
Enhance contact center security and compliance
Detect and redact sensitive customer data such as credit card details, addresses, and social security numbers from audio recordings and transcripts. You can also improve agent compliance with company policies or regulatory requirements by tracking all customer conversations for script adherence using categorization-based on criteria you determine. For example, you can track words or phrases used in required disclaimers, greetings and sign-offs.
Monitor real-time metrics and act proactively
Set real-time alerts to flag agent coaching opportunities and discover customer insights with detailed analysis in the analytics dashboard. Use real-time data streams to configure customized dashboards that include sentence-by-sentence transcripts, sentiment analysis, and categories from customer conversations.
Customer stories
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Neo Financial
Neo Financial is a leading financial technology company.
We wanted a better understanding of what our customers were telling us across our thousands of daily contacts. By leveraging Amazon Connect Contact Lens' powerful analytics and insights, we have seen significant impact on our customer experience and operational efficiency. The seamless integration with our CRM and knowledge management systems has empowered our agents with relevant information at their fingertips, resulting in a remarkable 10% reduction in average hold times and a 20% decrease in instances where customers are put on hold. The generative AI-powered post-contact summaries had an immediate impact on after call work, saving agents an average of 90 seconds on each interaction. The summaries also streamline complaint handling, saving leadership around 40 hours per month allowing them to focus on other execution related activities and strategic projects.
Shannon Burch, Vice President Experience, Neo Financial -
Fujitsu
Fujitsu is a digital transformation partner based in Japan that works with customers globally.
Quality Management tools are essential to our Quality Assurance (QA) practice for providing improved user experience, customer satisfaction, and developing high quality service desk agents. One of the top pain points in this area is the lack of real-time visibility into the full picture of quality and performance. [Amazon Connect Contact Lens] helps to focus on higher-level strategic initiatives, and improves QA efficiency by 60%. With the ability to automatically record 100% of customer interactions, aggregate the data, and analyze it across multiple criteria, we can easily identify areas where our agents need improvement. This has completely transformed our QA practice making the process real-time rather than retrospective. It improves operational productivity and helps ensure our agents provide the best possible service to customers.
Alex Sanchez, Head of Global Offering Technology and GDC Networks, Fujitsu -
Frontdoor
Frontdoor is a tech-enabled, people-driven platform for homeowners maintaining and repairing major home systems and appliances.
At Frontdoor, Inc., by utilizing Contact Lens on 100% of our inbound & outbound contacts, we’ve eliminated the need for agents to use manual ‘pause & resume’ functionality for payment & billing transactions, and instead rely on Contact Lens automated PCI+PII redaction, reducing our agent interaction time & reducing risk of fraud for our members. In addition, we’re leveraging Contact Lens to automate our Quality Assurance evaluations, increasing our sampling by 50x without increasing costs. We’ve now completed over 100,000 automated QA Evaluations utilizing Contact Lens & Quality Assurance Evaluations in Amazon Connect. Lastly, we’re exploiting the capabilities for automated contact categorization with over 50 automated rules in production to date.
Ben Moore, Director Contact Center Solutions, Frontdoor -
Peraton
Peraton is the world’s leading mission capability integrator and transformative enterprise IT provider.
From mission services to digital transformation to enterprise operations, everything we do supports one imperative: solving some of the country’s most complex challenges. We use Amazon Connect Contact Lens to analyze post-call metrics, sentiment, and trends to understand our customer better and provide superior, proactive service. We're excited for [its] new real-time capabilities, which will allow us to detect customer experience issues during live calls so supervisors can jump in to provide immediate support, and improve the first call resolution rate by 25%, while reducing overall volume and costs by 5%.
Mike Kirkland, Senior VP of Offerings, Peraton
Capabilities
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Conversational analytics
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Performance evaluation
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Screen recording
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Other Contact Lens capabilities
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Conversational analytics
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The capabilities listed below are included in conversational analytics pricing. These capabilities are available across voice and chat for both real-time and post-contact use cases. Conversational analytics pricing for voice calls is a per minute charge and for chat messages is a per message charge. To learn more information and see examples on pricing go to Amazon Connect pricing.
Automated contact categorization
Track customer conversations for compliance with company policies or regulatory requirements. Define and manage categories directly based on your specific criteria (such as words, phrases, conversational characteristics like sentiment, interruptions, and non-talk time) within Amazon Connect using rules. Rules are an ML-based contact categorization engine that can automatically label contacts for real-time and post-contact scenarios.
Contact rules Automate common and repeatable actions based on pre-defined trigger conditions such as keywords used on a contact, sentiment trend of a contact, agent evaluation score, agents being silent for long-periods on a contact, filtering specific contact attributes, and more. Custom vocabularies
Improve the accuracy of speech recognition for terminology (such as product names and brand names) by expanding the vocabulary of Contact Lens’ speech-to-text engine. You can provide a list consisting of domain-specific words and phrases, words that aren’t being recognized correctly, and proper nouns.
Email notification Receive real-time email notifications when configurable conditions of a rule (such as customer sentiment) get initiated. This will help you identify and intervene on contacts where agents might need additional support and provide guidance to deliver better end-customer experiences. Generative AI-powered post-contact summaries
Streamline and automate post-contact work with generative AI-powered summaries of customer conversations that are structured, concise, and easy to read. These summaries capture important information from customer conversations for both voice and chat, so supervisors can quickly review them, understand context, and follow up with customers or take other necessary actions. Key highlights
Automatically identify key parts of the customer conversation, assign tags (such as issue, outcome or action items) and display highlights of the customer interaction that can be expanded to view the full transcript of the contact.
Real-time data streams
Access real-time analytics using data streams to provide issue detection, sentence-by-sentence transcripts, sentiment analysis, and categories for ongoing customer conversations with low latency.
Sensitive data redaction
Remove sensitive data (such as names, addresses, credit card details, and social security numbers) from both the call or chat transcripts and audio recordings.
Sentiment analysis
Capture and analyze the sentiment of words being spoken by the customer through ML-powered natural language processing (NLP). It will generate a score between -5 (most negative) to +5 (most positive).
Supervisor alerts on conversational analytics
Create rules to flag any customer experience issue in real-time, with categories based on keywords, sentiment, and phrase matching. This automatically alerts your supervisors in real time when they need to assist an agent on live contacts so they can provide guidance through chat or have the agent transfer the call.
Speech transcription
Automatically transcribe call recordings into text to gain deeper insights into the meaning and context of agent-customer conversation.
Theme detection
Discover emerging contact themes from your customer interactions such as "cancel reservation" or "delayed order." Leverage machine learning-powered theme detection to cluster contacts with similar issues together and see the resulting groups within the Amazon Connect interface. -
Performance evaluation
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The capabilities listed below are included in performance evaluation pricing. Performance evaluation pricing is charged per agent evaluated. To learn more information and see examples on pricing go to Amazon Connect pricing.
Automated evaluation
Perform automated evaluations of agent performance on 100% of customer interactions. Populate responses to evaluation form questions using insights and metrics from conversational analytics. You can receive holistic insights to identify agent coaching opportunities, reduce non-compliance risk, and save time evaluating agent performance.
Evaluation forms and contact scoring
Define and create a set of agent performance evaluation forms and complete the evaluations side-by-side with call recordings, transcripts, and conversational analytics outputs such as contact categories, sentiment scores, and issues detected. Get a contact scored based on the evaluation result instantly completed for your review.
Supervisor alerts on agent performance
Supervisors get automated notifications whenever agents on their team need additional guidance to improve their performance (e.g., evaluation score) and help meet their contact center’s quality assurance requirements. Use multiple methods to notify supervisors such as Amazon Connect Tasks, email notifications, or EventBridge integrations to third party applications.
Generative AI-powered performance evaluations (preview) Contact Lens provides generative AI-powered recommendations for answers to evaluation form questions, along with context and justification for the recommended answers. Managers can use natural language to specify the criteria for answering evaluation form questions and receive generative AI-powered recommendations tailored to your contact center. -
Screen recording
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Screen recording pricing is charged per recorded minute. To learn more information and see examples on pricing go to Amazon Connect pricing.
Screen recording
Enables companies to easily record agents’ screens along with their audio in Amazon Connect, providing managers the ability to not only listen to, but also watch agents’ actions while handling a customer contact (voice call, chat or tasks).
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Other Contact Lens capabilities
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The capabilities listed below are included in Amazon Connect pricing. To learn more information and see examples on pricing go to Amazon Connect pricing.
Call recording
Access live and recorded conversations for your contact center calls to address use cases such as monitoring agent compliance, evaluating contact quality, and identifying calls for training purposes. These call recordings are stored in an Amazon S3 bucket, which you can consume outside of Amazon Connect. They are also visualized within Amazon Connect on the contact details page.
Contact details
Access details such as contact id, agent name, disconnect reason, and start and end time.
Contact search
Contact search helps you quickly search a few relevant contacts from many contacts across the contact center. You can use filters such as agent name, queue name, conversational analytics (such as specific keywords, categories, and sentiment score), contact attribute, and many more to drill down to those relevant contacts in less time. This helps you understand customer trends and insights and how to improve customer satisfaction.
Supervisor barge-in
Enables supervisors and managers to proactively join calls and take over an active call as needed. After joining, a manager can speak with the customer, add participants, and even choose to remove an agent, if needed.