Capture More Business Insights for Amazon Connect

Join AWS and the Amazon Connect User Group for a special session, "Capture More Business Insights for Amazon Connect."

In this 60 min session, the AWS team will highlight the business value of Contact Lens for Amazon Connect and share how our customers use Contact Lens and other Amazon Connect features like Tasks and other tools to capture business insights, improve customer engagement, and optimize operations. AWS Principal Product Manager Kaustubh Khanke and the Connect Service team will showcase how these tools can benefit your business with a demo highlighting use cases and the user experience.

Contact Lens for Amazon Connect, a feature of Amazon Connect, helps you follow the sentiment and trends of customer conversations in real time to identify crucial company and product feedback. You'll also learn:

• How to track agent compliance and customer conversations in your contact center to ensure standard greetings and sign-offs are used, help train agents, and replicate successful interactions.
• How supervisors can leverage Contact Lens to conduct fast full-text searches on all transcripts to quickly troubleshoot customer issues.
• How to improve customer satisfaction using real-time analytics powered by machine learning (ML) to deliver alerts on live customer calls, allowing you to step in and coach agents while calls are in progress.

For more information, check out the following resources:

• Getting Started with Contact Lens for Amazon Connect (~6 minute video)
• Create a full unified dashboard for Amazon Connect, including Contact Lens data, with a ready to use automated template (AWS blog post)
• Learn how Contact Lens for Amazon Connect is assisting agents by delivering real-time recommendations with Salesforce Service Cloud Voice - Einstein Next Best Action, an out-of-the-box Salesforce feature that allows you to configure business rules and filters that surface the best course of action for any user

Agenda

2:00 - 2:10 p.m. CDT - Introduction and Overview of Contact Lens
Jing Zhang, AWS Sr. Worldwide GTM - Amazon Connect

2:10 - 2:30 p.m. CDT - Customer Best Practices
Shefali Dua, AWS Sr. Product Manager

2:30 - 2:50 p.m. CDT - Demo and Integration Discussion
Kaustubh Khanke, AWS Principal Product Manager

2:50 - 3:00 p.m. CDT - Q&A
TP Kohli, AWS Sr. Product Manager