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Amazon Briefs on “Contact Lens” for the Contact Center

At Enterprise Connect 2020, Yasser El-Haggan (Head of WW Solutions Architecture, Amazon Web Services [AWS]) outlined Contact Lens for Amazon Connect. Contact Lens is an ML-powered cloud contact center analytics platform, which integrates with Amazon Connect’s omnichannel Contact Center as a Service (CCaaS) solution. Contact Lens integrates with Amazon Lex’s speech AI for self-service configuration and an automated customer experience.

New analytics capabilities now offered by or coming soon to Contact Lens include:

  • Detailed analytics and sentiment analysis
  • Automated contact categorization
  • Open and flexible data
  • Advanced search
  • Theme detection (coming soon)
  • Supervisor assist (coming soon)

As part of the detailed analytics, organizations can expect a turn-by-turn call transcript, customer and agent sentiment for every speaker, the sentiment progression during the call, and the redaction of sensitive data from the call transcript and audio recording where necessary.

For more information, watch Amazon’s session ML-Powered Cloud Contact Center Analytics with Contact Lens for Amazon Connect (available online until December 31, 2020 at Enterprise Connect 2020).

Our Take

Amazon’s CCaaS offerings are absolutely at the forefront of the contact center marketspace. Though Amazon Connect does not yet feature on the SoftwareReviews data quadrant below (we’re still collecting the data!), this solution is going toe-to-toe with Genesys, Five9, and Twilio. For organizations that would benefit from a pay-per-use, cloud-based contact center, Amazon Connect should be at the top of their lists. Now with Contact Lens, Amazon puts big pressure on its competitors to keep up with its AI- and ML-driven solutions. Indeed, for those concerned about security for CCaaS solutions, Amazon’s automatic redaction of sensitive data in call transcripts and recordings will help to alleviate that. Given this program is ML-driven, this solution will only get more proficient and customized to your needs over time.

Source: SoftwareReviews CCaaS Data Quadrant. Accessed September 1, 2020.

Of course, the giant leap to Amazon Connect is not suitable for all organizations that wish to enhance their contact centers. AI-assisted IT operations may not be necessary for small- and medium-sized businesses, and detailed analytics like those offered by Amazon could be overkill. Indeed, AI-assisted tools presuppose the existence of mature IT operations functions, including standardized processes and a well-structured incident and response framework. To determine your strategy for AI-assisted IT operations, check out Info-Tech’s Prepare for Cognitive Service Management. Your return on your AI investment will depend on whether it helps you meet an actual business goal. Use this research to see to what extent leveraging AI-assisted IT operations can aid your organization.

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