Intelligent Contact Center Analytics

Escala 24x7's Intelligent Contact Center Analytics offering helps organizations with high call volumes convert telephone interactions into a strategic source of business intelligence on AWS.

Contact centers generate an enormous amount of unstructured information every day, and almost all of it is lost. Quality teams can review only a small sample of calls manually, so the reasons customers churn, the friction points in a process, the coaching opportunities for agents and the sales signals in a conversation never surface at scale. This offering applies speech-to-text and natural language processing across the full volume of recordings, making that information measurable.

WHAT WE IMPLEMENT

Centralized, secure storage of call recordings in Amazon S3, with the durability and availability required for regulated environments. Automatic transcription of recordings with Amazon Transcribe, producing accurate text from audio for downstream analysis. Natural language analysis with Amazon Comprehend, identifying customer and agent sentiment, key topics, entities and relationships across each conversation. Serverless data pipelines built with AWS Lambda, AWS Glue and Amazon Kinesis for ingestion, cleaning, transformation and enrichment of transcription and analysis data. Machine learning models trained and deployed with Amazon SageMaker for sentiment analysis, topic detection and churn prediction, tailored to your business context. A structured analytical layer in Amazon Redshift, enabling complex queries and large-scale analysis by your business analysts. Interactive dashboards and custom reports in Amazon QuickSight, covering call performance, sentiment evolution, call duration and the most frequent topics. Infrastructure as code, network configuration, security policies and monitoring, following AWS best practices.

HOW WE DELIVER (APPROXIMATELY 7 WEEKS)

Assessment and design (1 week): stakeholder interviews and requirements workshops, review of the existing telephony, storage and analytics landscape, capacity and performance analysis, and definition of the target AWS architecture and data flows. Implementation and development (3 weeks): AWS infrastructure provisioning through infrastructure as code, network and security configuration, construction of the data pipelines, and training and deployment of the machine learning models. Testing and integration (1 week): unit, integration, load and security testing, followed by user acceptance testing with your team in a controlled environment. Deployment and enablement (2 weeks): production rollout with monitoring and release management, training workshops on data interpretation, report generation and platform administration, and complete technical documentation.

BUSINESS OUTCOMES

Customer experience: understand needs and expectations from real conversations, personalize service and address problems proactively. Operational efficiency: identify patterns and bottlenecks, optimize workflows, reduce waiting times and improve agent effectiveness. Agent development: detect coaching opportunities backed by evidence rather than a small manual sample. Revenue: surface cross-sell and up-sell signals present in conversations. Compliance: record and analyze interactions to support transparency and the regulatory requirements of your sector.

DELIVERABLES An interactive call analytics dashboard covering key metrics such as customer sentiment, call duration and most frequent topics; detailed sentiment analysis reports identifying critical moments within calls and improvement opportunities; the deployed AWS architecture with pipelines, models and security configured; complete technical documentation; and training with knowledge transfer so your team can operate the solution independently.

WHY ESCALA 24X7 An AWS Premier Tier Services Partner with deep experience in Latin America, AWS-certified specialists in machine learning, big data and solution architecture, and delivery based on the Escala Agile Framework combined with AWS best practices.