Amazon Connect enables contact centers to move beyond guesswork with its native analytics and AI-powered insights. We help you unlock real-time visibility into every call, chat, and agent action—empowering your supervisors to drive higher performance and better customer experiences.
Unique Value Propositions
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→ Real-time and historical reporting to track KPIs, agent behavior, and customer sentiment
→ AI-powered transcription and sentiment analysis with Contact Lens for Amazon Connect
→ Agent evaluations and screen recording to monitor quality and adherence
→ Predictive workforce management with intelligent scheduling and forecasting
Improve agent coaching with data-backed insights
Identify and address compliance risks faster with AI-based alerts
Increase customer satisfaction through proactive quality management
Reduce supervisor effort by up to 20%
Customer Benefits
Sub Services
→ Amazon Connect Contact Lens (transcription, sentiment, keyword analysis)
→ Real-time analytics dashboards and historical reporting
→ Amazon Q in Connect (agent assist & manager insights)
→ Forecasting, capacity planning, and scheduling
→ Agent evaluation and screen recording features
→ Integration with BI tools via AWS Glue, Athena, and QuickSight
