Amazon Connect Customer now scores the outcome of your customer interactions. It shows whether the customer left satisfied, is at risk of churning, made a purchase, or resolved their need in self-service. You can now see whether an interaction worked, not just how efficiently it ran. Each metric comes with a default definition you can adjust to match how your business defines success and are available both through the analytics dashboards and APIs.
Categories: marketing:marchitecture/contact-center,marketing:marchitecture/analytics
Source: Amazon Web Services
