Amazon Connect Contact Lens now supports external voice in the Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) AWS Regions. Amazon Connect integrates with other voice systems for real-time and post-call analytics to help improve customer experience and agent performance with your existing voice system.
Amazon Connect Contact Lens provides call recordings, conversational analytics (including contact transcript, generative AI post-contact summary, sensitive data redaction, contact categorization, theme detection, sentiment analysis, and real-time alerts), and generative AI for automating evaluations of up to 100% of customer interactions (including evaluation forms, automated evaluation, supervisor review) with a rich user experience to display, search and filter customer interactions, and programmatic access to data streams and the data lake. If you are an existing Amazon Connect customer, you can expand your use of Contact Lens to other voice systems for consistent analytics in a single data warehouse. If you want to migrate your contact center to Amazon Connect, you can start with Contact Lens analytics and performance insights before migrating their agents.
For the list of AWS Regions where Amazon Connect Contact Lens supports external voice, refer to Availability of Amazon Connect features by Region in the Amazon Connect Administrator Guide.
To learn more about Amazon Connect and other voice systems, review the following resources:
- Amazon Connect Contact Lens and pricing
- Enable conversational analytics with Contact Lens – Amazon Connect Administrator Guide
- Contact Lens with external voice systems – Amazon Connect Administrator Guide
Categories: marketing:marchitecture/contact-center,general:products/amazon-connect
Source: Amazon Web Services
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