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News : AWS Announces General Availability of Contact Lens for Amazon Connect

SEATTLE, WA, USA,July 23, 2020 - Today, Amazon Web Services Inc. (AWS), an company (NASDAQ: AMZN), announced the general availability of Contact Lens, a set of capabilities for Amazon Connect enabled by machine learning, that gives contact centers the ability to understand the sentiment, trends, and compliance of customer conversations to improve their experience and identify crucial feedback. 

Contact centers are often the only personal connection that a customer has with a company, and the experiences these customers have interacting with agents can have a profound impact on customer trust and loyalty. Contact centers field large volumes of customer calls every day, resulting in millions of hours of recorded calls. These conversations contain valuable customer feedback, but given the volume, companies struggle to extract and analyze this information in a timely fashion, if at all. Most companies that try to get value from this data use legacy contact center analytics offerings, but these technologies are expensive, slow at providing call transcripts, and lack the required level of transcription accuracy—all of which makes it difficult to quickly detect customer issues and provide precise feedback to customer service agents and supervisors. 

Later this year, Contact Lens will introduce new features that provide supervisors with real-time assistance by offering a dashboard that shows the sentiment progression of live calls in a contact center. This dashboard continuously updates as the interactions evolve and allows supervisors to look across live calls to spot opportunities to help their customers. Real-time alerting gives supervisors the ability to engage and de-escalate situations earlier.

"Amazon Connect has grown very quickly in its first few years as customers find it very attractive to use the same contact center technology (along with the high scale, strong performance, low cost, and embedded AI) that Amazon has used to scale in its first 25 years," said Larry Augustin, Vice President Productivity Applications, AWS. "Contact Lens leverages various AWS capabilities—such as storage, transcription, natural language processing, and search—but stitches them together for customers into an easy-to-use contact analysis tool, all usable from the Amazon Connect user interface and with no machine learning or heavy programming required."

Contact Lens capabilities are built right into the Amazon Connect experience. 

Intuit Inc. is a global financial platform company. "Customers call us to get answers to their complex tax and accounting questions and our experts handle millions of calls from our customers every year. Amazon Connect made it easy to provide customer service reliably and securely," said Andy Palmer, Vice President of Engineering, Customer Success at Intuit. "With our customers’ awareness of their calls being recorded and monitored, we have been using Contact Lens for Amazon Connect to gather insights from over 200 million minutes of customer interactions. Features like accurate turn-by turn transcription, redaction of sensitive data, and automated call categorization have allowed us to improve the effectiveness of our customer care organization."

Accolade is a personalized health and benefits solution that serves employers across the country. "At Accolade, we are passionate about our customer experience, especially because we help our customers with life’s most important questions—concerns about their healthcare. With the AWS launch of Contact Lens for Amazon Connect, we’ve transformed our contact center experience," said Stephen Murphy, Senior Director, Cloud Engineering at Accolade. "Since Contact Lens works seamlessly with Amazon Connect, it has allowed us to accomplish what other transcription and speech analytics vendors have struggled to achieve. With Contact Lens for Amazon Connect, we’ve processed thousands of calls and have been able to easily uncover emerging trends to provide our agents with the right guidance, improving our customer experience. Enabling Contact Lens for Amazon Connect took only minutes, saving us months of development time it would have taken to build the same powerful AI tools."

DH Enterprise designs affordable vacations and turn-key solutions in the areas of travel technology, management, and operations. "Customers love vacations so we built our contact center on Amazon Connect to ensure a great customer experience before their flight even takes off," said Adam Zerlin, COO of DH Enterprise & Associates. "The demos of Contact Lens for Amazon Connect blew away our team. Enabling Contact Lens took seconds, the sentiment score is incredibly valuable, speech transcription is right out of the box, and the underlying data is incredibly detailed. Instead of manually entering results into monthly agent scorecard reviews, we now have an automated, holistic view of our agent’s performance. Contact Lens has helped us derive valuable insights from customer interactions and enabled us to improve the experience for both our customers and agents."

Traeger Pellet Grills is a privately held American manufacturer of wood-fired pellet grills and related accessories. "When we decided to migrate hundreds of agents from our incumbent telephony platform, we needed something that was simple, scalable, and open. We wanted something future proof. Amazon Connect was the solution. We were able to replicate and enhance our existing infrastructure within days of creating our AWS accounts. For us, one of the most powerful aspects of Amazon Connect is Contact Lens," said Bryan Teggart, Head of Customer Experience Operations and Analytics at Traeger Pellet Grills. "Contact Lens allows us to simplify agent workflows by systemically identifying key contact attributes (e.g. product model, contact reason, customer sentiment). Those attributes are invaluable to our CX leadership and product/engineering teams. Last month, we analyzed more than 15,000 hours of agent/customer interactions. We used to spend most of our time trying to identify issues. Now, we spend most of our time fixing them."

#contactcenterworld, @awscloud

Posted by Veronica Silva Cusi, news correspondent

About Amazon Web Services:
Company LogoAmazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by The most central and well-known of these services are Amazon EC2 and Amazon S3.
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Friday, July 24, 2020

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2022 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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