Amazon Connect Contact Lens Fundamentals

With Amazon Connect Contact Lens, organizations analyze customer conversations, evaluate agent performance, and continuously improve customer experience.

In this course, you will recognize the benefits, typical use cases, and core concepts of Contact Lens. You will explore implementation scenarios and identify the key considerations to uncover trends, sentiment, and conversation characteristics from contact interactions. You will learn how post-contact summaries are used to replace manual note-taking so supervisors can review interactions efficiently.

• Course level: Foundational
• Duration: 55 minutes

Activities

This course includes interactions and assessments.

Course Objectives

In this course, you will:

• Recognize the purpose and functionality of Contact Lens
• Identify the benefits of Contact Lens
• Recognize considerations for using Contact Lens

Intended audience

This course is intended for:

• Contact center professionals, including those in roles such as contact center engineers, technologists, implementation consultants, and interactive voice response (IVR) designers

Prerequisites

None

Course outline

Section 1: Contact Lens

• Introduction to Contact Lens
• Contact Lens Advanced Functionality
• Using Contact Lens
• Considerations

Section 2: Conclusion

Section 3: Knowledge Check Questions

Section 4: Getting Help

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