Tag: Categorization

In many contact centers, a large amount of invaluable communication resides in chat interactions that can dictate the image of an organization. Deriving conversational analytics from these chat interactions can help identify crucial product feedback, improve agent enablement, and boost overall customer experience for a business. Contact Lens for Amazon Connect recently announced general availability […]

Today, Amazon Web Services (AWS) announced the general availability of Contact Lens, machine learning powered contact center analytics for Amazon Connect. Amazon Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at lower cost. With Contact Lens, supervisors and quality assurance managers can easily understand the sentiment, […]

Today, AWS announced Contact Lens for Amazon Connect, a set of capabilities for Amazon Connect enabled by machine learning (ML) that gives contact center supervisors and analysts the ability to understand the content, sentiment, and trends of their customer conversations to identify crucial customer feedback and improve customer experience. Amazon Connect is an omnichannel cloud […]