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PACE New Features: Sentiment Analysis, Scheduled Reports, and More!

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Perficient’s Amazon Connect Experience (PACE) solution amplifies the power of Amazon Connect with several added features and managed services. As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. To learn more about PACE, visit our dedicated landing page or view our listing on the AWS Marketplace!

Sentiment Analysis:

The new Sentiment Analysis Tab provides insight into the positive, negative, or neutral attitude of the caller as the call progresses and offers next-best-action recommendations based on pre-configured rules. In this tab, agents can view turn-by-turn transcripts and sentiment data along with an overall sentiment score for the interaction. This lessens the need for agents to take notes during calls and enables agents to focus on providing positive customer interactions.

Sentiment Analysis

Scheduled Reports:

Contact Center supervisors and managers can now get the data they need when they need it by configuring reports to be automatically emailed to them. This essential functionality helps managers and supervisors use timely data to determine how their agents are performing and to plan for staffing requirements. In addition, this out-of-the-box feature allows reports to be emailed to multiple people and distribution groups, which makes it perfect for regularly sharing information with an entire team.

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Scheduled Reports

And There is More!

We extended the ability to configure embedded applications as Static Tabs on the Agent Console. Static Tabs display even when agents are not handling an active contact. This functionality further increases agents’ productivity by allowing them to respond to tickets, review knowledge base articles, and interact with embedded applications without leaving PACE.

Static Tabs

Changes We’ve Made:

As of this release, Administrators no longer have to manually manage their queue hours when configuring Closed Messages for queues in PACE. The benefits of configuring Closed Messages are described in detail in the following blog: A Better Experience for End-of-Day Callers in Amazon Connect

We also revamped the underlying contact management mechanism to improve the overall performance of the Agent Console and resolved some edge case scenarios. In addition, we changed the External Transfers tab on the Agent Console to improve the agent experience when transferring calls from Amazon Connect to Microsoft Teams.

Last but not least, we made multiple enhancements to the following administrative pages:

  • External Contacts
  • Hour Overwrites Manger
  • Holiday Management
  • Status Alerts
  • Update Contact

Learn More

We’re an Amazon Connect Service Delivery Partner with more than 20 years of experience delivering customer engagement solutions. We offer unparalleled contact center experience to accelerate innovation with AWS and Amazon Connect. In addition, our cloud expertise enables us to create powerful solutions while maintaining business agility and flexibility, while our dedicated CRM and ERP practices ensure seamless integrations with legacy applications.

To learn more and get in touch with our customer engagement practice, visit our Customer Engagement webpage!

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Toni Milushev

Toni is a Director of Product Engineering focused on customer engagement solutions for Amazon, Microsoft, and Twilio.

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