AWS is offering free trials for its Amazon Connect Contact Lens solution.
The vendor has confirmed that first-time users of Contact Lens conversational analytics for voice customers will be eligible for a 60-day free trial.
This will include 100,000 free voice minutes per month for the first two months.
In addition, new users of Contact Lens performance evaluations – its auto-QA (quality assurance) module – will receive a 30-day free trial starting from their first submitted agent evaluation.
In discussing the trials, Shefali Dua, Senior Product Manager at Amazon Connect, highlighted some of the features that users will be able to explore and assess:
Both the 60-day trial for conversational analytics, and 30-day trial for performance evaluations, allow companies to experience how AI-powered analytics can provide real-time insights from customer interactions, automate QA processes, and improve agent performance at scale.
With AWS offering this opportunity to kick the tires of one of its major Amazon Connect solutions, let’s take a closer look at the Contact Lens
Amazon Connect Contact Lens
The Contact Lens is AWS’s contact center conversational analytics tool that’s available in Amazon Connect, its CCaaS platform.
Amazon Connect Contact Lens streamlines agent workflows by automatically summarizing, transcribing, and analyzing customer interactions, including sentiment.
In doing so, it eliminates the need for agents to spend up to 90 seconds taking post-call notes.
In discussing the free trials, Dua highlighted the impact of Contact Lens, noting its role in helping companies like Fujitsu improve QA efficiency by 60 percent.
The Senior Product Manager also explained how the tool had allowed Priceline to reduce after-call work.
In addition, she claimed that the solution had earned recognition from Intuit’s Chief Data Officer, who described it as “instrumental” in helping the customer understand and meet customer needs.
“Amazon Connect Contact Lens is transforming contact centers, and we’re excited for more businesses to discover its potential,” she said.
What Else Is New in Amazon Connect?
Prior to the announcement of the free trials, AWS also revealed the following four new features and updates for Amazon Connect:
- Real-Time Agent Monitoring: A new widget in the Queue and Agent Performance dashboard lets managers monitor agents in real time, take actions like listening in or adjusting agent states, and use customizable thresholds with color-coded insights.
- Customizable Dashboards: Enhanced flexibility allows widget-level filters, column reordering, and unique visualizations, such as combining metrics like wait times and abandonment rates in one chart.
- Email Performance Evaluations: Managers can now assess agent performance on email interactions, with API support for integrating third-party data for comprehensive reviews.
- Voice-to-Voice Translation: A sample project introduces live call translation, simulating natural conversations with minimal delay. Please note that this is not yet production-ready.
More Amazon Connect News
Back in December of last year, AWS announced that it had integrated extensive generative AI (GenAI) features into Amazon Connect, enhancing self-service, proactive outreach, and conversational analytics.
Amazon Q, the platform’s virtual assistant, previously supported agents by suggesting personalized responses.
Now, AWS is enabling it to interact directly with customers, streamlining communication by eliminating the need for an intermediary.
A month earlier, AWS also confirmed enhancements to its Outbound Campaigns solution in its Amazon Connect platform.
The upgraded solution allows contact centers to segment customers and craft personalized messages, helping them anticipate demand and address customer needs proactively.