Amazon Web Services

Contact Lens for Amazon Connect: Get a Closer Look at Your Voice Conversations

At Perficient’s Customer Engagement Solutions practice, we have been closely following the launch of Contact Lens for Amazon Connect since it was first announced in December 2019.

Contact Lens for Amazon connect is now generally available for your Amazon Connect contact center, and we have had many opportunities to enable this feature for customer implementations.

 

What is Contact Lens for Amazon Connect

Generally available since July 2020, this feature for Amazon Connect contact centers is already having a transformational impact for many of our customers. The product name “Contact Lens” is a clever and apt play on words. In Amazon Connect, a “contact” represents a interaction with a customer. And much like its optical namesake, Contact Lens uses the power of machine learning to give you a better look at what is happening in your customer conversations.

If this feature is enabled for your Amazon Connect contacts, it will perform natural language processing (NLP) and speech-to-text analytics on your conversations. Contact Lens has a robust feature set, including real-time transcription capabilities, sensitive data redaction, and multiple supported languages.

 

Why Choose Contact Lens for Amazon Connect

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Under the hood, Contact Lens uses another Amazon service, Amazon Transcribe, to transcribe the call. It then uses Amazon Comprehend, a separate service, to perform the NLP on the transcripts.

When we advise customers on options for transcription and sentiment analysis in Amazon Connect, we review the different available architectural options. This review includes an analysis of the customer’s business requirements, the features available when using Contact Lens versus a more custom option, and the estimated costs. (Much like Amazon Connect itself, it operates on pay-per-usage pricing, so you only pay for the minutes that are analyzed. For the current pricing of Contact Lens, check the Amazon Connect pricing page.)

Here’s where Contact Lens really stands out from a custom solution:

It’s a no-code, out-of-the-box feature — one of the great things about this feature is its ease of use. The feature can be enabled for your Amazon Connect instance by selecting a checkbox in your instance configuration. Once enabled, you can turn on transcription/analysis by using a contact flow block. There is no code base to maintain, and your administrators can easily set up and update your Contact Lens configuration without developer experience.

It is well-integrated with Amazon Connect’s contact search features — your Amazon Connect instance already provides you with the ability to allow your supervisors and administrators to search through and review contact records. When using Contact Lens, the sentiment analysis results are rendered as part of your contact record. In addition, the generated transcript is shown under the “Recording and transcript” section of the contact record, along with the sentiment score for each message from the customer and the agent in the conversation.

Overall, Contact Lens builds on the existing Amazon Connect UI to provide your supervisors and administrators with important insights about your conversations. With the necessary security permissions, supervisors can also search analyzed call recordings based on criteria such as keywords, sentiment score, and the amount of non-talk time in the call.

If you’re interested in Contact Lens for Amazon Connect and need some guidance, we can help. At Perficient, we are an APN Advanced Consulting Partner for Amazon Connect which gives us a unique set of skills to accelerate your cloud, agent, and customer experience.

Perficient takes pride in our personal approach to the customer journey where we help enterprise clients transform and modernize their contact center and CRM experience with platforms like Amazon Connect.

For more information on how Perficient can help you get the most out of Amazon Connect and Contact Lens for Amazon Connect, please contact us here.

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Umair AbdulQadir

Umair Abdul Qadir is a technical consultant and team leader who is focused on Cloud Contact Centers powered by AWS Amazon Connect and Twilio Flex.

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