With Contact Lens for Amazon Connect, you can easily understand customer wants and needs by using real-time analytics powered by machine learning (ML). The powerful features of Contact Lens offer you the ability to provide the best in customer care.
Contact Lens speech analytics can provide you with actionable information directly from customers, which can improve customer service and bottom line. This tool can be helpful for companies that want to improve their customer experience. By using it, they can better understand their customers and make them more satisfied with their purchase.
Contact Lens speech analytics can help your customer service center become a profit center, as well as improve efficiency throughout your customer-centric enterprise. By using this technology, you can streamline interactions with customers and reduce the time it takes to resolve complaints.
Contact lens speech analytics and the customer-centric organization can help improve customer service.
The challenge lies in turning data into actionable information that helps customers achieve their goals.Your contact center is responsible for producing more data than any other part of your organization.With Amazon Contact Lens speech analytics, you can understand customer interactions and turn them into actionable intelligence that can make an impact for your agents and empower them.
With Contact Lens, real-time analytics means you can detect and resolve customer issues while the customer is still on the phone. It provides alerts when a customer becomes upset that the agent is having issues resolving a complicated problem, so contact center managers can intervene proactively instead of trying to appease an angry customer. This allows for more effective training and coaching of agents, which in turn helps them resolve more complicated problems faster.
If customer interactions go smoothly, postcall analytics can be used to understand customer conversational trends and agent compliance. Sentiment, conversation characteristics, and compliance risks in call transcripts can be easily understood via the use of machine learning-powered speech-to-text analytics and natural language processing. Real-time alerts can be set to flag customer issues for detailed analysis.
The sentiment analysis of customer contact data can be used to identify customer sentiment. This information can be used to determine customer satisfaction levels and other important information.
You can use customer conversations to improve your customer service game and create new products.
Contact Lens speech analytics and product optimization
Speech analytics indexes millions of conversations, uncovering valuable hidden information that goes far beyond surveys and reviews. This gives you a real understanding of your business based on actual customer needs and wants. Surveys are difficult to craft to get real, actionable insights, and reviews are often spur-of-the-moment emotional responses. To make the best decisions, you need real, objective data.
Depending on the service which you are agent is offering, calls related to that service can be automatically identified and classified. For example, if you are an Agent using Contact Lens, then all calls related to the service can be automatically identified and classified.
By knowing customer preferences, you can target calls that mention competitors and use speech analytics to track customer interest in competitors’ products. This will give you a competitive advantage over your opponents.
Contact Lens speech analytics gives you more clarity about your customers’ requirements, which allows you to improve and innovate products that consumers want instead of making false starts.
The insights from speech analytics help you stay ahead of your competition by providing information in real time. This allows you to realize true continuous improvement, and the speech analytics provided by Contact Lens turns call recordings into a virtual gold mine of usable data.
