Note
Powered by Amazon Bedrock: AWS implements automated abuse detection. Because Amazon Connect Contact Lens is built on Amazon Bedrock, users can take full advantage of the controls implemented in Amazon Bedrock to enforce safety, security, and the responsible use of artificial intelligence (AI).
Amazon Connect Contact Lens provides contact center analytics and quality management capabilities that enable you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience.
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Analyze conversations using conversational analytics. You can uncover trends and improve customer service by understanding sentiment, conversation characteristics, emerging contact themes, and agent compliance risks.
Conversational analytics helps you protect your customer's privacy by enabling you to automatically redact sensitive data from conversation transcripts and audio files.
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Evaluate agent performance. You can review conversations alongside contact details, recordings, transcripts, and summaries, without the need to switch applications. You can define and assess agent performance criteria (for example, script adherence, sensitive data collection, and customer greetings) and automatically pre-populate evaluation forms.
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Set up and review agent screen recordings. You can review agent actions handling customer contacts by reviewing screen recordings. This helps you ensure adherence to quality standards, compliance requirements, and best practices. It also helps you identify coaching opportunities and bottlenecks so you can streamline workflows.
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Search for completed and in-progress contacts. You can search for contacts as far back as two years ago.
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Monitor live & recorded conversations. You can monitor live conversations (both voice and chat) and barge live voice conversations. This is especially helpful for agents in training.
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Transfer, reschedule, or end in-progress contacts. While on the Contact details page, you can manage in-progress contacts.
