Amazon Connect Contact Lens now supports external voice
Amazon Connect now integrates with other voice systems for real-time and post-call analytics, so you can use Amazon Connect Contact Lens with your existing voice system to help improve customer experience and agent performance.
Amazon Connect Contact Lens provides call recordings, conversational analytics (including contact transcript, sensitive data redaction, content categorization, theme detection, sentiment analysis, real-time alerts, and post-contact summary), and agent performance evaluations (including evaluation forms, automated evaluation, supervisor review) with a rich user experience to display, search and filter customer interactions, and programmatic access to data streams and the data lake. If you are an existing Amazon Connect customer, you can expand use of Contact Lens to other voice systems for consistent analytics in a single data warehouse. If you want to migrate your contact center to Amazon Connect, you can start with Contact Lens analytics and performance insights before migrating their agents.
Contact Lens supports external voice in the US East (N. Virginia) and US West (Oregon) AWS Regions.
To learn more about Amazon Connect and call transfers, review the following resources: