Amazon Voice Analytics Integration

Amazon Connect is a flexible, cloud-based contact center service built on AWS that enables organizations to provide optimal customer service at a lower cost. With a fully cloud-based and pay-as-you-go model, you can scale your Amazon Connect contact center up or down as needed.

THE CHALLENGE: Organizations with contact centers like yours are consistently looking for ways to enhance the typical customer experience and their agent quality assurance program. Typically, organizations only review 2-3% of their total calls. With such a small sample size, efforts to score, understand, and optimize customer interactions can be arduous and result in guesswork. Additionally, while organizations would like to be able to query call recordings to gain valuable insights, the need to protect your customers’ sensitive information can be enough of a roadblock to discourage you from attempting large scale call analysis at all.