Amazon Connect Contact Lens: Contact Center Analytics and Insights

Modern customer service relies on data-driven insights to improve agent performance and customer satisfaction. Understanding how to automatically analyze customer conversations is essential for managing a modern, cloud-based contact center. This written course guides you through the core concepts of Amazon Connect Contact Lens, enabling you to extract actionable intelligence from customer interactions. You will learn to set up conversational analytics, detect customer sentiment, and establish quality assurance workflows to elevate your support operations. What you'll learn: - Understand the foundational architecture of Amazon Connect Contact Lens and conversational analytics. - Configure real-time and post-call speech analytics to automatically transcribe and analyze customer interactions. - Analyze customer sentiment and detect trends to identify areas for service improvement. - Apply automated redaction rules to protect sensitive customer data and maintain compliance. - Evaluate agent performance using structured evaluation forms and conversational insights. - Design real-time alerts to immediately notify supervisors of critical customer issues. The course begins with essential terminology and setup fundamentals before guiding you through practical configuration scenarios, rules creation, and performance management workflows. You will progress from basic concepts to understanding how to run a highly efficient, AI-powered contact center analytics program. This text-only course is designed for beginners, customer support managers, and cloud administrators looking to understand contact center analytics, with no prior experience in machine learning required. Start reading today to unlock the power of conversational analytics in your contact center.