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.