![]() ![]() ![]() At Perficient, we are an APN Advanced Consulting Partner for Amazon Connect which gives us a unique set of skills to accelerate your cloud, agent, and customer experience. If you’re interested in Contact Lens for Amazon Connect and need some guidance, we can help. With the necessary security permissions, supervisors can also search analyzed call recordings based on criteria such as keywords, sentiment score, and the amount of non-talk time in the call. Overall, Contact Lens builds on the existing Amazon Connect UI to provide your supervisors and administrators with important insights about your conversations. In addition, the generated transcript is shown under the “Recording and transcript” section of the contact record, along with the sentiment score for each message from the customer and the agent in the conversation. When using Contact Lens, the sentiment analysis results are rendered as part of your contact record. It is well-integrated with Amazon Connect’s contact search features - your Amazon Connect instance already provides you with the ability to allow your supervisors and administrators to search through and review contact records. There is no code base to maintain, and your administrators can easily set up and update your Contact Lens configuration without developer experience. Once enabled, you can turn on transcription/analysis by using a contact flow block. The feature can be enabled for your Amazon Connect instance by selecting a checkbox in your instance configuration. It’s a no-code, out-of-the-box feature - one of the great things about this feature is its ease of use. Here’s where Contact Lens really stands out from a custom solution: For the current pricing of Contact Lens, check the Amazon Connect pricing page.) (Much like Amazon Connect itself, it operates on pay-per-usage pricing, so you only pay for the minutes that are analyzed. This review includes an analysis of the customer’s business requirements, the features available when using Contact Lens versus a more custom option, and the estimated costs. When we advise customers on options for transcription and sentiment analysis in Amazon Connect, we review the different available architectural options. It then uses Amazon Comprehend, a separate service, to perform the NLP on the transcripts. Under the hood, Contact Lens uses another Amazon service, Amazon Transcribe, to transcribe the call. Learn the six most common pitfalls when upgrading your contact center, and how Amazon Connect can help you avoid them. Why Choose Contact Lens for Amazon ConnectĪvoid Contact Center Outages: Plan Your Upgrade to Amazon Connect Contact Lens has a robust feature set, including real-time transcription capabilities, sensitive data redaction, and multiple supported languages. If this feature is enabled for your Amazon Connect contacts, it will perform natural language processing (NLP) and speech-to-text analytics on your conversations. And much like its optical namesake, Contact Lens uses the power of machine learning to give you a better look at what is happening in your customer conversations. In Amazon Connect, a “contact” represents a interaction with a customer. The product name “Contact Lens” is a clever and apt play on words. Generally available since July 2020, this feature for Amazon Connect contact centers is already having a transformational impact for many of our customers. ![]() ![]() At Perficient’s Customer Engagement Solutions practice, we have been closely following the launch of Contact Lens for Amazon Connect since it was first announced in December 2019.Ĭontact Lens for Amazon connect is now generally available for your Amazon Connect contact center, and we have had many opportunities to enable this feature for customer implementations. ![]()
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