Amazon Voice Analytics Integration

Gain powerful insights with API-powered voice transcription and analytics platform

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.

Visualize Your Amazon Connect Data in any BI Tool

VoiceBase speech analytics results for Amazon Connect are delivered back into the customer’s Amazon S3 bucket. This means your speech analytics data is no longer siloed in some proprietary application, but instead you and your business are now empowered to use that data as you see fit. Harness the power of speech analytics for your reporting.

Flexibility in the Contact Flow

Choose which VoiceBase features you want applied to your call data. Options include transcription language, swear word filter, PCI redaction, custom vocabulary, conversation metrics, call categories, or predictive models.

Speech Analytics Results in Salesforce

Our Natural Language Processing extracts topics and keywords which can surface trends.  Simple logic can be applied to trigger an automated business process to alert decision makers about these trends.

Salesforce Transcript Drill-Down

Full speech-to-text transcription is included in the Salesforce activity record.  This information can be utilized to streamline agent QA and increase agent effectiveness.

Advanced Technology Partner

VoiceBase is a certified APN advanced technology partner for Amazon Connect. The VoiceBase integration and architecture is validated by AWS, and can be deployed quickly with optional consulting offerings provided by APN Partners to accelerate your cloud transformation. This integration is currently available in North America, and will soon be available in Europe and Australia.

Get the installation quick start guide

Implement AI-powered speech analytics for your cloud contact center. Download the guide to get started with VoiceBase speech analytics in Amazon Connect. Reach out to if you have any questions.

    Top Takeaways
    • Automatic Speech-To-Text & Keyword Extraction
    • PCI, SSN & PII redaction
    • Custom speech analytics for your use case