What is a 

Contact Lens

?

AWS Contact Lens is a feature of Amazon Connect that provides powerful real-time speech analytics, sentiment analysis, and transcription capabilities for contact centers. Designed to improve agent performance and customer experience (CX), Contact Lens analyzes conversations as they happen, providing supervisors with actionable insights to guide interactions in real time.

Key Features of AWS Contact Lens:

• Real-Time Transcription & Sentiment Analysis: Instantly converts calls into text and evaluates customer sentiment during live conversations.
• Post-Call Analytics: Offers detailed conversation summaries, sentiment trends, and issue detection for continuous improvement.
• Keyword & Phrase Spotting: Automatically flags compliance keywords, phrases, or behaviors that require attention.
• Supervisor Alerts & Agent Coaching: Supervisors can monitor active calls and provide live guidance to agents when needed.

Why AWS Contact Lens Matters for CCaaS

For contact centers using CCaaS (Contact Center as a Service) platforms, AWS Contact Lens bridges the gap between conversation data and operational improvements. By surfacing insights in real-time, it helps reduce handle times, improve first-call resolution, and boost Customer Satisfaction (CSAT).

To go beyond raw conversation analytics, organizations can integrate observability solutions like Operata’s CX Observability platform. This provides end-to-end visibility into network, desktop, and agent experience, complementing Contact Lens by ensuring the underlying technical performance is as optimized as the conversation quality.

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