Amazon Contact Lens gives call center managers real-time call insight

Call center managers can intervene earlier, reducing customer churn

Amazon Connect, Amazon Web Service’s cloud-based contact center service, gives call centers a scalable, easy-to-use platform they can hone to meet their needs. Today, AWS announces Contact Lens, a new analytics addition for Connect that delivers real-time data on past and current calls to help boost customer service, enhance compliance and even increase customer retention.

Contact Lens is a versatile, pay-as-you-use system that leverages machine learning to analyze calls real-time and store key information for future use. A call center manager can use Contact Lens to search for a particular keyword or action and find all calls associated with it. Later in 2020, lens will offer real-time call analysis, so managers can intervene in live calls earlier.

The manager can also use the search feature to uncover all types of issues, including long pauses and customers and agents talking over each other and more. It can also catch compliance violations and off-script improvisations so the manager can retrain the agent, if needed.

This system uses natural voice recognition to uncover current issues. For example, if a customer calls to complain that a price was wrong online or they found a better price elsewhere, Contact Lens can flag these keywords and alert the manager. 

Contact Lens’ analytics are extremely deep too, as it not only creates, stores and analyzes call transcripts, but it also outlines caller and agent sentiment throughout the call. So, if a caller’s sentiment begins to go downhill, the manager can intervene. It also provides a visual representation of call characteristics and sentiments for quick consumption.

Privacy is a huge concern with call transcriptions and compliance in many industries. Contact Lens uses machine learning to detect sensitive information, like names, addresses and Social Security numbers, and redacts them. Admins can control who can access the unredacted files.

Related Resource

IT Pro 20/20: A quantum leap for security

The sixth issue of IT Pro 20/20 looks at the state of cyber security in 2020 and beyond

DOWNLOAD NOW

According to AWS, Contact Lens can get call data to a manager in just minutes. Plus, Contact Lens delivers rich metadata like sentiment, categorization labels, talk speed and interruptions that integrates with various systems, like a CRM.

Amazon Connect customers can register for Contact Lens now. For the first 5 million minutes per month, pricing runs $0.015 per minute. After exceeding 5 million minutes in a month, the price falls to $0.0125 per minute.

Featured Resources

BCDR buyer's guide for MSPs

How to choose a business continuity and disaster recovery solution

Download now

The definitive guide to IT security

Protecting your MSP and your customers

Download now

Cost of a data breach report 2020

Find out what factors help mitigate breach costs

Download now

The complete guide to changing your phone system provider

Optimise your phone system for better business results

Download now

Recommended

Vodafone and Google Cloud to develop global data platform
cloud computing

Vodafone and Google Cloud to develop global data platform

3 May 2021
The total economic impact of optimising and managing your hybrid multi-cloud
Whitepaper

The total economic impact of optimising and managing your hybrid multi-cloud

30 Apr 2021
Affogata raises $5.5M for its AI-powered customer intelligence platform
business intelligence (BI)

Affogata raises $5.5M for its AI-powered customer intelligence platform

29 Apr 2021
Uncovering the hidden costs of cloud migration
cloud computing

Uncovering the hidden costs of cloud migration

29 Apr 2021

Most Popular

KPMG offers staff 'four-day fortnight' in hybrid work plans
flexible working

KPMG offers staff 'four-day fortnight' in hybrid work plans

6 May 2021
Dell patches vulnerability affecting hundreds of computer models worldwide
cyber security

Dell patches vulnerability affecting hundreds of computer models worldwide

5 May 2021
16 ways to speed up your laptop
Laptops

16 ways to speed up your laptop

29 Apr 2021