Amazon Connect Contact Lens is now available in AWS GovCloud (US-West)

Amazon Connect Contact Lens is now available in AWS GovCloud (US-West). Amazon Connect Contact Lens helps you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. With Contact Lens conversational analytics, you can transcribe customer calls, analyze customer sentiment, discover top contact drivers, help redact sensitive data, and more, all natively within Amazon Connect. With Contact Lens performance evaluations, you can define custom evaluation criteria, evaluate up to 100% of agents’ contacts using insights from conversational analytics, and get aggregated insights to improve agent performance.

With this launch, Contact Lens is available in all AWS regions where Amazon Connect operates. To learn more, please visit our documentation, our webpage, and pricing page. You can purchase Contact Lens along with other Amazon Connect AI capabilities through simplified channel-based pricing (e.g. by voice, by chat, by messaging).