Jump to content

Amazon Connect launches Contact Lens integration with Contact Control Panel and Salesforce CTI Adapter

Recommended Posts

Amazon Connect now allows agents to view Contact Lens transcripts, detected issues, and matched categories in the Contact Control Panel (CCP) and the Salesforce CTI Adapter. At the end of a customer call, an agent will see an unredacted call transcript they can reference and copy over needed information into their customer or case notes. The transcript will display contact category labels and issues detected by Contact Lens once the call ends. In addition, if an agent receives a transferred call, they will see a transcript of the prior agent’s conversation with the customer so that they can understand the context of that interaction without needing to repeat themselves.

View the full article

Link to comment
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.

Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

  • Create New...