Amazon Connect and NLX’s AI Based Voice Insights

Amazon Connect can now enhance contact center efficiency through NLX’s AI based Voice Insights

Andrei Papancea

  • amazon
  • amazon connect
  • voice insights
  • call center
  • contact center
  • aws

The tens of thousands of businesses using Amazon Connect, the company’s omnichannel cloud contact center service, to support more than 10 million contact center interactions a day can now access new AI and analytics capabilities integrated into the platform to deliver real-time contact center metrics and greater understanding of contact center performance.

Voice Insights for Amazon Connect by NLX is available as a pay-as-you-go Amazon Connect monitoring subscription through the AWS Marketplace. It allows contact center supervisors to monitor contact center metrics, provides a fully searchable repository of calls, and transcribes and analyzes call recordings to help organizations achieve operational efficiency.

Using the service, Amazon Connect customers can leverage real-time data to reduce their call volumes, lower call handling times, decrease time spent on reporting and monitoring while providing detailed and easily navigable metrics, understand call drivers and identify opportunities for automation.

As a result, contact center supervisors can quickly and easily identify emerging themes and trends from customer conversations; conduct fast, full-text search on call and chat transcripts to quickly troubleshoot customer issues, and leverage call and chat-specific analytics, including sentiment analysis and silence detection to improve performance.

“NLX’s powerful conversation-first analytics are uniquely designed to capture and reveal conversations by recognizing them as a unique class of analytics,” explains NLX CEO and Co-founder, Andrei Papancea.

“Pre-defined reports designed to understand your contact center performance are available in seconds, rather than hours or days.”

The availability of the technology comes at a time when companies in many sectors are facing a challenge in finding people to employ in Contact Centers and in front line Customer Service roles. This reinforces the need to automate and encourage customer self-service because the low rates of staffing equate to longer wait times and diminished customer support experiences. And those that are able to recruit and hire new staff face a long learning curve to get those staff productive.

Automated transcriptions of call recordings are available in over 30 languages today with transcription accuracy greatly enhanced using the system’s custom vocabularies. Moreover, language-specific tagging allows greater flexibility in categorizing Amazon Connect contacts with tags defined and managed based on specific criteria, eg. phrases, sentiment etc.

Data sharing is made simple through flexible APIs and connectors to other enterprise applications, such as BI tools or data warehouses.

Voice Insights for Amazon Connect by NLX is part of a suite of complementary products developed by the company specifically for Amazon Connect users. These include Dialog Studio, which is available to support Smart IVR solutions that integrate with Amazon Connect and Amazon Lex. Working with Voice Insights for Amazon Connect, Dialog Studio provides a 360-degree picture of the end-to-end conversation. For users of other Contact Centers, Voice Insights for Contact Centers is also available. Where customization or enhancements may be required, NLX is available to deliver specific solutions beyond those outlined in the SaaS agreement.

NLX is a certified APN Advanced Technology Partner as well as an official technology partner of Amazon Connect. Its expertise is vetted by AWS and its Amazon Connect monitoring product, architecture, and Amazon Connect integration have been validated by the Amazon Connect team. 

Andrei Papancea

Andrei is our CEO and swiss-army knife for all things natural language-related.

He built the Natural Language Understanding platform for American Express, processing millions of conversations across AmEx’s main servicing channels.

As Director of Engineering, he deployed AWS across the business units of Argo Group, a publicly traded US company, and successfully passed the implementation through a technical audit (30+ AWS accounts managed).

He teaches graduate lectures on Cloud Computing and Big Data at Columbia University.

He holds a M.S. in Computer Science from Columbia University.