Sentiment-Aware Contact Center Optimization with Amazon Connect

Use emotion as a signal to optimize service, not just react to it.

Amazon Connect offers real-time sentiment analysis out of the box, but few organizations fully capitalize on its potential. zeb helps you turn sentiment data into actionable insights for agent coaching, quality assurance, and customer journey optimization.

As an AWS Premier Tier Services Partner, zeb specializes in building voice-of-the-customer strategies powered by AI and sentiment signals, giving you deeper visibility and more control over your customer interactions.

What’s Included

• Sentiment Mapping and Threshold Design
  Define what sentiment trends mean for your business, establish thresholds for positive, neutral, or negative calls, and set flags for supervisor intervention or escalation.

• Integration with Dashboards and Alerts
  Visualize sentiment patterns using CloudWatch, QuickSight, or your preferred BI tools. Enable real-time alerts when negative sentiment crosses critical thresholds.

• Call Flow and Routing Optimization
  Adjust routing logic based on sentiment signals mid-call, directing customers to live agents or specialists when frustration is detected.

• Supervisor Experience Enhancements
  Surface the most emotionally charged interactions for review, coaching, or training opportunities.

• Historical Analysis and QA Feedback Loops
  Analyze past interactions to identify top-performing agents, script improvements, or training gaps based on sentiment trends.

• Privacy and Compliance Controls
  Ensure proper handling of sensitive transcripts and metadata with encryption, access controls, and audit logging.

Why zeb?

• Experience across regulated industries with high CSAT expectations
• Proven strategies for improving agent performance and customer retention
• Experts in tying AI insights to real business outcomes

Turn your contact center into a proactive service engine with sentiment-aware optimization by zeb.