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Amazon Connect

Analytics, Insights, and Optimization

Monitor and improve your contact center performance with artificial intelligence

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Real-time analytics to optimize your contact center

Measure, track, and improve contact center performance to achieve your business goals. Using AI-powered analytics and optimization capabilities, organizations can proactively detect and address customer experience issues, human and AI agent performance, and contact center operation issues. Empower supervisors with real-time insights from customer interactions, easily customizable alerts, intuitive dashboards and staffing tools, and tailored agent coaching information to improve operational efficiencies.

Benefits

Monitor customer conversations and automatically alert managers of issues so they can resolve during first contact and improve the overall customer experience.

Predict contact volumes with high accuracy, determine ideal staffing levels, and optimize agent schedules to achieve service targets and reduce operational overhead.

View aggregated performance metrics, automatically populate human agent evaluations, and drill down into customer interactions to more easily identify coaching needs and areas for AI agent improvement.

Quickly deploy contact center analytics, workforce management optimization, and performance management capabilities in just a few clicks within Amazon Connect.

Continuously improve your customer experience with data-driven decisions

Amazon Connect offers powerful analytics, insights, and optimization capabilities to help you meet your operational and business goals.

Contact center analytics and quality management

Turn every interaction into actionable insights with AI-powered analytics that enhance observability, automatically surface improvement opportunities and optimize service delivery.

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Screenshot of the Amazon Connect interface showing contact details, evaluation scores, conversational analytics, customer sentiment trends, and AI-generated call summary for a contact center interaction.

Forecasting, capacity planning, and scheduling

Maximize efficiency with AI-driven forecasting that predicts volumes, optimizes staffing, and automatically adjusts to changing demands.

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Screenshot of the Amazon Connect agent scheduling dashboard showing agent schedules, staffing metrics, and assigned work activities for various teams.

Real-time dashboards

Understand contact center performance at a granular level with real-time and historical metrics.

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Customers stories

John Hancock

Discover how John Hancock uses AI-powered analytics and optimization capabilities to enhance customer service and boost efficiency of contact centers.

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nib Group

Hear how nib Group decoded trends within customer conversations and delivered better customer service with Amazon Connect.

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Ameriflex

Learn how Ameriflex managers optimize agent productivity with AI-powered automation for workforce forecasting, capacity planning, and scheduling.

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Just Energy

Discover how moving their contact center to the cloud gave Just Energy access to built-in features like chatbots, call transcription, and sentiment analysis.
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