Atul Deo

Amazon Connect Voice ID provides real-time caller authentication that makes voice interactions in contact centers more secure and efficient. Voice ID uses machine learning to verify the identity of genuine customers by analyzing a caller’s unique voice characteristics.

Announced at re:Invent, Contact Lens for Amazon Connect is a set of machine learning contact center analytics capabilities integrated into Amazon Connect. Learn how contact center supervisors can better understand the sentiment, trends, and compliance risks of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback.