Knowledge is power in the contact centre. The more you know about your customers and the journey they take when interacting with your business, the more you can accomplish. A better insight into your customer journeys translates into more personalised, meaningful interactions and happier customers. Unfortunately, collecting the right information isn’t always easy.
Amazon, one of the market leaders in cloud-based technology, now promises business leaders a more convenient way to collect audience insights. Designed for the Amazon Connect contact centre, the “Contact Lens” solution is powered by machine learning. Contact Lens allows companies to dive deeper into the trends and sentiment in customer conversations, to identify crucial product and company feedback. You can also track things like compliance and security.
Let’s explore what companies can really do with Amazon Connect Contact Lens.
Contact Lens for Amazon Connect Review: Features
The Contact Lens feature for Amazon Connect opens the door to a new level of customer understanding. You can track compliance in contact centre conversations, collect information to train agents, and build strategies on what you learn.
Supervisors can conduct full-text searches on all transcripts to troubleshoot customer issues fast. Additionally, real-time capabilities mean you can get alerts about issues that might emerge during conversations. Some of the features of Amazon Contact Lens for Amazon Connect include:
- Multiple language options
- Sensitive data redaction
- Real-time API access
- Content encrypted in transit and at rest
- Correlation with other Amazon Connect features
- Amazon data storage options
- Custom visualisations for data
- Comprehensive documentation and guidance
- Automated contact categories
- ML-powered intent tracking
- Call recordings and transcripts
- User-defined permission groups
- Real-time reviews of sentiment
- Real-time alerts and supervisor notifications
- Advanced conversational search
- Detailed sentiment analysis with NLP
- Easy-to-use visual dashboard
The Amazon Contact Lens functionality is just one of the many impressive features available for Amazon Connect. This solution works alongside all of the other leading features from Amazon Connect, including omni-channel routing, agent experience, and customisable reports for insights into business and customer interactions. There’s also access to a range of integrations in case you need to connect your contact centre and analytics to other tools.
Contact Lens for Amazon Connect Review: Benefits
Built to give companies a more immersive behind-the-scenes look at the contact centre, Amazon Contact Lens for Connect ensures you can keep your finger on the pulse of audience conversations. With a few clicks, business leaders can use machine learning to understand what kind of steps guide their clients through their purchasing journey, from start to finish.
Aside from giving you a better understanding of your target audience, Contact Lens for Amazon Connect also enables better employee management, particularly in today’s hybrid world. You can collect information to train remote agents, make sure your employees are staying compliant, and even set up instant notifications in case something goes wrong.