By Jed Demeule | 90 Minute Video

Contact Lens, a feature of Amazon Connect, helps you follow the sentiment and trends of customer conversations in real-time to identify the crucial company and product feedback. You can also track the agent compliance of customer conversations in your contact center to ensure standard greetings and sign-offs are used, help train agents, and replicate successful interactions. Supervisors can conduct fast full-text searches on all transcripts to quickly troubleshoot customer issues.

Using real-time analytics powered by machine learning (ML), you can also get alerted to issues during live customer calls and deliver coaching to agents while calls are in progress, improving customer satisfaction. After watching this video, you will be able to understand the benefits of Contact Lens to analyze and automate escalations of customer interactions.

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Introduction and Capabilities

Detailed explanation of Contact Lens: speech/text sentiment analysis, keyword spotting, compliance detection.

Highlights Agent Assist features: real-time guidance, pause detection, and sentiment alerts.

Analytics and Dashboarding

Walkthrough of analytics dashboard: KPI scoring, sentiment trends, call summaries, and review queues.

Explores full-text search capabilities across transcripts and extractable transcript exports.

Productivity and Compliance Use Cases

Demonstrates real-time coaching use cases: live sentiment alerts and supervisor whisper capabilities.

Compliance workflows: detect prohibited language, ensure script adherence, and automate redaction.

Business Impact and Integration

Discusses operational value: increased CSAT, agent training efficiencies, faster quality reviews.

Shows integration hooks: AWS Lambda, CloudWatch, Salesforce dashboards, exporting insights to BI tools.

Instructor Bio:

Jed is an experienced Technical Instructor with a demonstrated history of working in the information technology and services industry. He is skilled in Cisco IOS, Data Center, Network Design, Networking, and Cisco Systems Products. Jed assisted Sunset Learning in developing the course, Administering and Configuring Amazon Connect (ACAC).