D3Clarity Amazon Connect Customer Contact Lens Analytics Implementation

Our outcome-led approach integrates your CRM, knowledge, and data platform so supervisors get live visibility and executives get trustworthy KPIs. We baseline performance, deploy the right automations, and stand-up durable dashboards so improvements in **Average Handle Time (AHT)**, **First Call Resolution (FCR)**, **Customer Satisfaction (CSAT)**, **Net Promoter Score (NPS)**, **Service Level (SL)**, and **Call Abandonment Rate** are measurable and attributable to the program—not noise.

Results may vary; we design to your targets and prove lift with data.

## Key Deliverables

• **Contact Lens Configuration:** Contact flows, categories, rules, redaction, sentiment & keyword spotting, real-time supervisor alerts all configured on your existing Amazon Connect Customer instance
• **Automation & Integrations:** **Amazon Lex** (voice/chat) for containment, **AWS Lambda** & **Step Functions** for tasks, CRM ticketing (e.g., Salesforce/Zendesk/ServiceNow).
• **Quality Management:** Topic/sentiment trends, non-compliance flags, calibration workflows, and coaching packs.
• **Operational Readiness:** Runbooks, alerting, observability, and handover.
• **Training & Change Management:** Admin, supervisor, and agent training; adoption plan; success metrics and cadence.
• **Optional Agent-Assist Enablement:** Optional **Amazon Q in Connect** enablement for prompts/playbooks; knowledge integrations to reduce after-call work and improve AHT and FCR.

## Why Choose D3Clarity?

• **Trusted Partner:** D3Clarity is a recognized **AWS Advanced Tier Consulting Partner** with the **Amazon Connect Delivery**, **Well Architected Partner Program**, **Migration and Modernization Services Competency** specializations.
• **Outcomes you can measure:** We map deliverables to KPI movement (e.g., AHT reduction) and prove it with baselines, dashboards, and weekly readouts.
• **Accelerators that shorten time-to-value:** Reusable flows, templates, QA scorecards, and Amazon Quick Suite (formerly Amazon QuickSight) starter dashboards.
• **Data-first & secure-by-design:** Patterns for scale, resilience, compliance, and cost efficiency.
• **Experience across industries:** Healthcare & life sciences, public sector, retail, and auto & manufacturing, backed by published customer stories.

## AWS Partner Funding Opportunities

D3Clarity helps you maximize your results with AWS Partner Funding programs. If you are eligible, these programs can reduce or eliminate costs:

• Proof-of-Concept (POC): Funding of pilots for small-scale or initial deployments
• Migration Acceleration Program (MAP): Funding for enterprise-scale migrations
• Well-Architected Partner Program Funding: Funding for new AWS infrastructure in existing accounts

Talk to our team for more information about these programs.

## Business Benefits & Quick Wins

• **Go-live with real-time conversational and sentiment analytics in weeks:** Production-grade **Contact Lens** configuration and executive dashboards stood up quickly so leaders can act on insights immediately.
• **Agent productivity and customer experience gains:** Optional pairing with agent-assist and guided workflows to cut **Average Handle Time (AHT)** by 10–15% with 15–25% achievable depending on baseline; raise **First Call Resolution (FCR)** by 10–20% and **Customer Satisfaction Score (CSAT)** by +10–15 points.
• **An AWS Partner who delivers**- D3Clarity is a trusted **AWS Advanced Tier Consulting Partner** with a proven track record on AWS. We’ve **successfully deployed 1000s of AWS workloads to production** for our clients.

#### AWS Services Disclosure:

This implementation may include the use of Amazon Connect Customer, Contact Lens for Amazon Connect Customer, Amazon Q in Connect, Amazon Lex, AWS Lambda, AWS Step Functions, Amazon Kinesis, Amazon Simple Storage Service (Amazon S3), AWS Glue, Amazon Athena, Amazon Quick Suite (formerly Amazon QuickSight), and Amazon Connect Customer Customer Profiles among other AWS products.