At Enterprise Connect 2020, Yasser El-Haggan (Head of WW Solutions Architecture, Amazon Web Services [AWS]) outlined Contact Lens for Amazon Connect. Contact Lens is an ML-powered cloud contact center analytics platform, which integrates with Amazon Connect’s omnichannel Contact Center as a Service (CCaaS) solution. Contact Lens integrates with Amazon Lex’s speech AI for self-service configuration and an automated customer experience.
New analytics capabilities now offered by or coming soon to Contact Lens include:
As part of the detailed analytics, organizations can expect a turn-by-turn call transcript, customer and agent sentiment for every speaker, the sentiment progression during the call, and the redaction of sensitive data from the call transcript and audio recording where necessary.
For more information, watch Amazon’s session ML-Powered Cloud Contact Center Analytics with Contact Lens for Amazon Connect (available online until December 31, 2020 at Enterprise Connect 2020).
Amazon’s CCaaS offerings are absolutely at the forefront of the contact center marketspace. Though Amazon Connect does not yet feature on the SoftwareReviews data quadrant below (we’re still collecting the data!), this solution is going toe-to-toe with Genesys, Five9, and Twilio. For organizations that would benefit from a pay-per-use, cloud-based contact center, Amazon Connect should be at the top of their lists. Now with Contact Lens, Amazon puts big pressure on its competitors to keep up with its AI- and ML-driven solutions. Indeed, for those concerned about security for CCaaS solutions, Amazon’s automatic redaction of sensitive data in call transcripts and recordings will help to alleviate that. Given this program is ML-driven, this solution will only get more proficient and customized to your needs over time.
Source: SoftwareReviews CCaaS Data Quadrant. Accessed September 1, 2020.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.
John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.
On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator.
On June 18, 2021, Aspect Software briefed Info-Tech on the rationale behind its merger with Noble Systems to found Alvaria. Aspect and Noble announced the merger on May 10, 2021, positioning Alvaria as a market leader in contact management and workforce engagement management (WEM), with half a billion dollars in combined revenue.
On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.
On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.
On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.
On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.