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
