AI CallCanvas Analyzer - Contact Center Intelligence
Ascendion · Customer Service
Certification per AWS Marketplace.
Evidence tier Source Confirmed · 4 captures on record
What the publisher says
As described on AWS Marketplace.
Transform raw call recordings and transcripts into structured conversation intelligence with AI CallCanvas Analyzer by Ascendion. The solution extracts JSON-based call summaries, organizes them into a consistent schema, and generates analytical views that help teams identify call volume patterns, sentiment shifts, action items, issues, and operational trends.
Built for regulated industries such as banking, financial services, and telecommunications, the platform combines Amazon Transcribe for speech-to-text processing with LLM-based analysis via Amazon Bedrock to automate call review, improve service quality, and uncover efficiency gains across customer interactions. Call data is stored in Amazon S3, and analytical dashboards leverage Amazon QuickSight for visualization.
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## Key Features
- **Automated Conversation Intelligence:** Converts audio recordings or raw transcripts into high-fidelity summaries and structured JSON data, eliminating manual call auditing. Unlike generic analytics tools, the schema-driven approach produces audit-ready outputs designed for compliance review.
- **Sentiment and Engagement Mapping:** Features a sentiment timeline and engagement risk scoring to pinpoint exact moments of customer frustration or potential escalation - providing granular emotional context that basic keyword-based tools miss.
- **Agent Performance Benchmarking:** Provides objective metrics including talk-to-listen ratios and inferred CSAT scores to measure agent effectiveness and communication style.
- **AI-Driven Recommendations:** Generates proactive insights and next-best-action suggestions based on conversation context to improve future customer outcomes.
- **Flexible Ingestion and Deployment:** Built as a containerized, cloud-native application deployed on AWS that supports audio files (WAV, MP3, FLAC) and text transcripts. Integrates into existing contact center workflows including Amazon Connect for both real-time and post-call analysis.
## Engagement Process
**Phase 1 - Discovery and Scoping (1-2 weeks):** Ascendion conducts a discovery workshop to assess your current call recording infrastructure, data formats, compliance requirements, and integration needs. Deliverable: scoping document with architecture recommendations.
**Phase 2 - Data Integration and Pilot (2-4 weeks):** Configure ingestion pipelines, connect to your call recording sources, and deploy the solution in a pilot environment with a representative sample of calls. Deliverable: working pilot with sample analytics outputs.
**Phase 3 - Production Rollout (2-3 weeks):** Full deployment, dashboard configuration, agent scorecard setup, and team training. Deliverable: production-ready system with configured dashboards, integration runbook, and knowledge transfer sessions.
**Phase 4 - Optimization and Handoff (1-2 weeks):** Fine-tune models based on pilot learnings, validate metrics, and complete handoff. Deliverable: performance report and operational documentation.
## Prerequisites
- Active AWS account with appropriate IAM permissions
- Existing call recording pipeline or Amazon Connect deployment
- Minimum audio quality of 8kHz sample rate for accurate transcription
- English language support (additional languages available upon request)
## Measured Outcomes
- 15% more upsell opportunities identified through conversation pattern analysis
- 30% less time spent on call analysis and follow-up actions
- 20% faster resolution of customer issues
## Deliverables
- Comprehensive call transcripts and multi-dimensional call summaries
- Visual sentiment trends and customer emotion tracking per interaction
- Structured agent performance scorecards and engagement metrics
- Actionable reports identifying customer pain points and compliance risks
Book a 30-minute demo or request a free pilot analysis with your own call data to see structured outputs in action. Contact the Ascendion team to get started.
Highlights
Highlighted by the publisher on AWS Marketplace.
AI-powered call analytics that transforms recordings and transcripts into structured JSON summaries, sentiment trends, and actionable conversation intelligence for faster review and better decisions.
Compliance-ready conversation intelligence for banking, financial services, and telecommunications, helping teams detect risk, improve service quality, and monitor customer interactions at scale.
Agent performance and operational insights including talk-to-listen ratios, inferred CSAT, next-best-action recommendations, and trend dashboards to reduce analysis time and improve resolution outcomes.
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