Agent & Supervisor Optimization

Why Agent and Supervisor Optimization Is Mission-Critical

Contact centers succeed or fail on the performance of their people. When agents are overwhelmed and supervisors are buried in manual QA work, efficiency, morale, and customer experience all suffer. IVI helps you break that cycle by embedding AI directly into daily workflows, empowering your teams to perform at their best.

The Hidden Cost of Inefficiency

Outdated tools force agents to switch between multiple systems, wasting time and increasing stress. Supervisors, meanwhile, can only review a fraction of calls manually, leading to slow, subjective feedback and missed coaching opportunities.

Result: High handle times, low morale, inconsistent service quality, and increased turnover

Real-Time Intelligence for Every Interaction

Amazon Q in Connect provides live, context-aware guidance during customer interactions. It listens, interprets, and recommends next best actions instantly, eliminating the need for agents to search across multiple systems

Result: Faster resolution times, consistent answers, and lower cognitive load for agents

Empower Agents Through Continuous Feedback

Using Contact Lens, IVI enables automated quality management across 100% of interactions. Supervisors get real-time alerts for calls that need intervention, ensuring coaching happens in the moment, not days later.

Result: Supervisors move from reactive to proactive, improving coaching quality and impact.

IVI's Methodology for AI-Powered Performance Optimization

Our five-phase approach integrates AI into your daily operations, aligning people, process, and technology for measurable improvement in agent and supervisor effectiveness.

Phase 1 – Analyze Workflows and Define KPIs

We map agent workflows, supervisor scorecards, and QA cadences to pinpoint inefficiencies and establish measurable success metrics such as reductions in Average Handle Time (AHT) and increases in First Contact Resolution (FCR).

Result: A clear baseline for quantifiable performance gains.

Phase 2 – Deploy Real-Time Agent Assistance (Amazon Q)

We implement and fine-tune Amazon Q in Connect, connecting it to approved knowledge sources like Salesforce, Zendesk, or internal wikis to deliver real-time, generative AI answers and recommendations.

Result: Agents receive immediate, brand-aligned guidance that reduces handle times and error rates.

Phase 3 – Implement Guided Workflows

We use Step-by-Step Guides to walk agents through complex or high-risk workflows, ensuring consistency and compliance while reducing onboarding time.

Result: Streamlined processes that make every agent perform like your best agent.

Phase 4 – Automate Supervisor Workflows (Contact Lens)

We configure Contact Lens to analyze every call and chat automatically, score QA forms, and trigger real-time alerts for escalations or compliance issues.

Result: Supervisors manage by exception, focusing effort where it matters most.

Phase 5 – Drive Continuous Optimization with Aegis CX

Your platform is onboarded to our Aegis CX co-managed service for ongoing analysis and tuning. We refine AI prompts, rules, and dashboards based on live data to sustain improvement.

Result: Continuous enhancement of agent experience, supervisor productivity, and customer satisfaction.

Why Enterprises Choose IVI for CX Analytics

Differentiator	IVI Advantage
AWS-Certified Expertise	Deep experience across Connect, Contact Lens, and AWS AI/ML services. In addition to our AWS-Certified Engineers Intelligent Visibility is a Connect Competency Partner, demonstrating our proven expertise is designing, building, and supporting Amazon Connect clients.
Outcome-Driven Design	Solutions architected around KPIs and true business impact, not just technology.
Generative AI Expertise	Certified specialists with expertise in Amazon Q prompt engineering and integration
Data Driven Coaching Frameworks	Objective, performance-based insights replace guesswork.
Proven Workflow Design	Guided workflows that improve consistency and reduce training time.

FAQs: Amazon Connect Agent Empowerment

How is Amazon Q different from a basic knowledge base?

Amazon Q uses generative AI to understand live conversation context and generate natural, relevant responses, not just return static articles.

Can supervisors coach in real time?

Yes. Contact Lens sends alerts for negative sentiment or escalation cues. Supervisors can silently monitor or join the call instantly.

How does this reduce new agent training time?

Amazon Q and Step-by-Step Guides deliver just-in-time knowledge and process guidance, significantly shortening onboarding cycles.

What safeguards prevent AI from giving incorrect answers?

Amazon Q is configured to draw only from approved data sources, with prompt guardrails and fallback workflows for compliance-heavy processes.

What ROI can we expect?

Clients typically see 25–40% reductions in AHT, 35% less After-Call Work, and measurable gains in agent CSAT and retention.

Experience the Difference: Proven Expertise, Tangible Results?

Mastering complexity is our specialty. With decades of hands-on experience, our team excels in executing intricate cloud integrations, critical contact center migrations, and future-focused network transformations, successfully delivering hundreds of projects for enterprise clients across diverse industries.

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Agent & Supervisor Performance Optimization with Amazon Connect AI