Your contact center connects your business to your community, enabling customers to order products, callers to request support, clients to make appointments, and much more. Each conversation with a caller is an opportunity to learn more about that caller’s needs, and how well those needs were addressed during the call. You can uncover insights from these conversations that help you manage script compliance and find new opportunities to satisfy your customers, perhaps by expanding your services to address reported gaps, improving the quality of reported problem areas, or by elevating the customer experience delivered by your contact center agents.
Contact Lens for Amazon Connect provides call transcriptions with rich analytics capabilities that can provide these kinds of insights, but you may not currently be using Amazon Connect. You need a solution that works with your existing contact center call recordings.
Amazon Machine Learning (ML) services like Amazon Transcribe Call Analytics

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