Analytics & Insights

Once your contact center is launched, it is essential to optimize and innovate your customer's experience to retain their trust. The Analytics & Insights solutions on AWS turn your data into action to help you strengthen your customer relationships. With near real-time and historical analytics, these solutions help you understand metrics and gather insights, so you can make data-driven decisions and reach your business targets. Forecast, plan, and schedule your agents by predicting contact volumes with high accuracy, determine ideal staffing levels, and optimize agent schedules. You can also use these solutions to automatically monitor and classify the general sentiment of calls, trends, and compliance of conversations through conversational analytics, all powered by machine learning.