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Workforce Optimization & Conversational Analytics with Amazon Connect Contact Lens

Transform Contact Center Operations from a Cost Center into a Value Engine

Harness Amazon Connect’s Contact Lens and Workforce Optimization tools to analyze every customer interaction, automate quality assurance, and improve agent performance. IVI integrates AI-driven insights, forecasting, and automation into your operations, turning data into measurable business outcomes.

A modern cloud-based AI-powered CX experience

Why Conversation Intelligence is the Future of CX

Traditional quality assurance only captures a fraction of customer interactions, leaving valuable insights untapped. With Amazon Connect Contact Lens, you can analyze every conversation, identify emerging issues, and coach agents in real time, all within your cloud contact center.

The Problem with Manual QA and Fragmented Data

Legacy call monitoring relies on random sampling and manual review. As a result:

  • Only 1-3% of interactions are analyzed
  • Coaching is reactive, not real-time
  • Compliance and sentiment insights arrive too late
Result: Inconsistent performance and missed opportunities to improve customer experience

Real-Time Intelligence for Every Interaction

Amazon Connect Contact Lens uses AI-driven speech and text analytics to automatically detect sentiment, trends, and compliance violations.

  • Sentiment tracking for every customer interaction

  • Keyword and topic detection for trend analysis

  • Real-time alerts for agent assistance and compliance

Result: Immediate insight into what's driving satisfaction, frustration, and resolution rates - with data to act instantly

Empower Agents Through Continuous Feedback

IVI helps design workflows where insights feed directly into coaching and performance management.

  • Configure custom scorecards aligned to KPIs

  • Automate coaching notifications based on key triggers

  • Integrate with performance tools like Salesforce or ServiceNow

Result: Agents receive timely, data-driven feedback that drives measurable improvement and higher CSAT scores.

Drive Compliance, Reduce Risk

Contact Lens automatically detects policy violations and sensitive data disclosures, ensuring adherence to compliance frameworks such as HIPAA, PCI, and GDPR.

Result: Continuous monitoring protects both customers and your brand without adding manual workload.

IVI's Approach to Workforce Optimization

Our engineering-led process integrates Contact Lens, Amazon Connect, and your analytics or CRM stack to deliver a unified view of performance and outcomes.

Phase 1 – Discovery & KPI Alignment

We begin by identifying what success looks like, defining metrics such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Sentiment scores.

Result: A clear baseline and measurable goals for performance optimization.

Phase 2 – Configure Contact Lens for Insight

We design and configure sentiment models, keyword tracking, and alerting based on your business and compliance needs.

Result: AI-driven insights automatically surface trends and opportunities for improvement.

Phase 3 – Integrate Data & Automate Workflows

Using AWS Lambda and Amazon Kinesis, we connect Contact Lens analytics to your CRM, BI, or WFM systems.

Result: A seamless, automated feedback loop between customer data and workforce management.

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Phase 4 – Launch Dashboards & Coaching Framework

We build intuitive dashboards and agent scorecards in Amazon QuickSight or your existing analytics tools.

Result: Real-time visibility into performance, sentiment, and compliance metrics across the organization.

Phase 5 – Optimize Continuously with Aegis CX

Once deployed, your solution is supported and continuously improved under our Aegis CX co-managed model.

Result: Ongoing optimization ensures your analytics and performance management evolve with your business.

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.
Seamless Integration
 Connects easily with CRM, WFM, and BI ecosystems
Actionable Analytics
 Real-time dashboards that turn data into decisions
Continuous Optimization
 Delivered and supported through our Aegis CX co-managed services

Common Amazon Contact Lens Use Cases

  • Real-Time Sentiment Analysis
  • Automated QA and Compliance
  • Performance Coaching
  • Voice of the Customer Programs
  • Operational Efficiency

Our Technology Ecosystem

Start Turning Conversations into Competitive Advantage

Stop guessing what drives your customer experience, start knowing. Let IVI help you unlock the power of conversation analytics and workforce optimization with Amazon Connect Contact Lens.quicksight

Let’s start with an assessment. We’ll give you a clear path forward with zero guesswork.

FAQs: Amazon Connect Contact Lens

What is Amazon Connect Contact Lens

Amazon Connect Contact Lens is an AI-powered analytics service that analyzes calls and chats in real time to detect sentiment, compliance, and trends.

How does Contact Lens improve agent performance?

It automatically scores interactions, flags coaching opportunities, and enables managers to give targeted feedback based on data, not assumptions.

Can Contact Lens integrate with my existing CRM or WFM tools?

Yes. IVI integrates analytics with CRMs, WFM, and BI tools using AWS Lambda, Kinesis, and APIs to create a unified feedback loop.

Does Contact Lens support compliance monitoring?

Absolutely. It detects policy violations, identifies sensitive data, and helps enforce compliance with frameworks like HIPAA, PCI, and GDPR.

What kind of results can we expect?

Most organizations see measurable improvements within weeks, including reduced Average Handle Time, higher CSAT, and stronger agent engagement..

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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