Transform contact center data into actionable insights with real-time dashboards, custom reports, and predictive analytics. Make data-driven decisions to improve customer experience, optimize operations, and drive business growth.
Turn data into insights, insights into action, action into results
Monitor contact center performance in real-time with live dashboards showing current metrics and trends.
Identify bottlenecks, optimize staffing, and improve service levels based on data-driven insights.
Reduce operational costs by 30% through better resource allocation and efficiency improvements.
Track and improve customer satisfaction with detailed journey analytics and sentiment analysis.
Forecast call volumes, predict customer churn, and identify trends before they become problems.
Connect contact center data with business metrics for comprehensive performance analysis.
Comprehensive visibility into every aspect of your operation
Custom dashboards with live metrics, visualizations, and alerts for immediate visibility.
Comprehensive historical reports with trends, comparisons, and detailed analytics.
Machine learning models to forecast volumes, predict churn, and identify opportunities.
Detailed agent metrics, scorecards, and coaching insights for performance management.
Track complete customer journeys across channels with interaction history and outcomes.
Track operational costs, measure ROI, and identify cost optimization opportunities.
High-level KPIs, trends, and business impact metrics for leadership decision-making.
Real-time queue status, agent performance, and operational metrics for contact center managers.
Live agent monitoring, queue management, and immediate action alerts for supervisors.
Personal performance metrics, goals, and coaching feedback for individual agents.
Call quality scores, compliance metrics, and coaching opportunities for QA teams.
Staffing levels, adherence, shrinkage, and forecasting for WFM teams.
Revenue impact, customer lifetime value, and business outcomes from contact center.
System health, performance metrics, and technical alerts for IT teams.
Combine data from all your systems for comprehensive insights
Real-time and historical metrics from Amazon Connect including calls, queues, agents, and contact flows.
Customer data, cases, opportunities, and interactions from Salesforce, ServiceNow, or other CRMs.
Chat transcripts, response times, and customer satisfaction from messaging channels.
Customer feedback, CSAT scores, NPS, and survey responses integrated with call data.
Revenue, orders, and business outcomes from ERP and financial systems.
Sentiment analysis, transcription, and AI-generated insights from Amazon Comprehend and Transcribe.
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