Amazon Connect is a powerful cloud-based contact center solution, but many organizations require deeper reporting capabilities to optimize customer experiences and operational efficiency. Joulica’s advanced analytics platform enhances Amazon Connect by delivering the granular insights businesses need to improve and deliver innovative customer experiences.

This blog covers how Joulica meets the needs of Amazon Connect customers by providing analytics across the entire Amazon Connect solution. 

Turning Data into Insights: Addressing Key Challenges Facing CX Leaders

Omnichannel customer interactions have made it harder for businesses to manage data from different communication channels. Together, Amazon Connect – an omnichannel cloud contact center – and Joulica’s analytics can accelerate your transition to the cloud and deliver actionable insights across the entire customer journey.

Siloed Data and Disparate Systems

Isolated data and disconnected systems make it difficult to understand customer behavior accurately, spot trends, and make informed decisions. Here’s how Joulica addresses these issues: 

• Unified Analytics: Joulica integrates Amazon Connect data with external sources, such as Salesforce, other CRM systems, and financial and survey data so customer experience teams can better understand customer behaviors and improve outcomes like revenue, NPS, and retention.
• Customizable Reporting: Our platform allows the creation of custom metrics, dashboards, and reports tailored to your needs, offering a holistic view of your contact center operations.
• Data Consolidation: Joulica combines data from multiple platforms, including web and mobile, to offer actionable insights for evaluating team, agent, queue, digital and self-service performance.

Inadequate Reporting Tools

Traditional reporting tools make it harder for contact center managers to access critical data, identify issues promptly, and respond to customer needs in real time.

Here’s how integrating Joulica with Amazon Connect creates a powerful, innovative toolkit for your contact center operations:

• Secure, Real-time Dashboards: Joulica provides intuitive, real-time dashboards and detailed historical reports, equipping organizations with the tools to enhance customer satisfaction and operational efficiency. Users can create, edit, and share dashboards and reports securely. 
• Event-Driven System: Our platform monitors events across single and multi-region Amazon Connect setups in real time, providing updated metrics and insights into trends and performance. As a result, businesses can respond and adapt to changes quickly. We support a wide range of data points across the Amazon Connect solution – including inbound calls, Contact Flows, Lex, Queues, Agents, and Post Call surveys. 
• Issue Resolution: With Joulica, businesses can easily identify why Lex conversations aren’t achieving the expected containment or causing customer dissatisfaction. Our real-time and historical analytics also optimize intents that cause agent transfers or customer abandonment, allowing you to refine your AI strategy. You can conduct A/B tests with Amazon Lex to understand how different customer segments respond and gather feedback from both customers and agents. Lastly, actionable insights from surveys empower you to make immediate improvements, enhancing the experience for all.
• Optimized Campaigns: Joulica tracks campaign metrics and integrates data such as disposition codes and business outcomes to optimize high-volume, omnichannel outbound campaigns. 
• Elevated Customer Experiences: For Contact Lens users, our dashboards and analytics link call drivers to specific metrics like how long agents take to handle calls, how satisfied customers are, and their emotional tone (sentiment). This helps identify the root causes behind customer interactions and agent performance, allowing businesses to continuously improve them. 

Broken Customer Journey View

Customer interactions are often spread across multiple channels, making it difficult to gain a complete view of the customer journey. Businesses might miss opportunities to address issues effectively and improve the customer experience. 

From analyzing why customers call the contact center after a website interaction to identifying which journeys result in the highest sales or customer satisfaction, Joulica’s analytics cover the full customer journey across all touchpoints.

Customer Journey Orchestration: Our customer journey analytics combines data from Amazon Connect, Salesforce, web applications, and more to create a unified view of each customer's journey. Our speech analytics and survey data allow businesses to incorporate customer feedback and orchestrate journeys based on customer intent, product lines, or custom attributes, such as customer segments. We correlate these journeys with sales and retention to optimize business outcomes.

Legacy Migration Complexity

Transitioning from a legacy environment to a cloud contact center solution can be challenging due to changes in core data models and reporting frameworks.

We ensure reporting and analytics remain intact during contact center migrations by maintaining the familiar metrics and reports vital for your operations and teams. Joulica supports the common attribution models used by the main contact center vendors and, when needed, custom real-time and historical metrics can be created to meet the specific needs of organizations.

Enabling Advanced Reporting for Amazon Connect Customers

The combination of Amazon Connect and Joulica analytics creates a solution that empowers businesses to achieve omnichannel excellence and optimized business outcomes. 

1. Transfer Analytics – Identifying and Reducing Unnecessary Transfers

Unnecessary call transfers frustrate customers and increase operational costs. Joulica provides detailed transfer reporting, allowing organizations to:

• Track why and where calls are being transferred.
• Measure agent-to-agent and queue-to-queue handoffs.
• Identify transfer reduction opportunities to improve first-call resolution (FCR).

These insights allow organizations to streamline their contact flows, ensuring customers reach the right resource the first time.

2. Login / Logout Reporting – Understanding Agent Availability

Managing agent availability effectively is critical for workforce efficiency. Joulica offers real-time and historical visibility into:

• Login, logout, and session durations by agent.
• Break and idle time tracking for workforce optimization.
• Shift reporting for overall agent performance management.

With this data, managers can optimize staffing levels and reduce inefficiencies, resulting in better service levels and lower operational costs.

3. Customer Journey Analytics – Gaining a 360-degree View of Interactions

A customer’s experience isn’t limited to a single call – it spans multiple touchpoints across IVRs, agents, transfers, and digital interactions. Joulica stitches these touchpoints together, providing:

• End-to-end customer journey tracking across voice and digital channels. 
• Insights into repeat contacts and common friction points.
• Sentiment and resolution analytics to enhance CX strategies.

With Joulica, organizations can understand and visualize the full journey to eliminate bottlenecks proactively and create seamless experiences.

4. IVR Metrics – Optimizing Self-Service Efficiency

The IVR is often a customer’s first interaction with a contact center. Joulica provides deep IVR analytics to help businesses:

• Measure IVR containment rates and pinpoint where customers opt out.
• Analyze drop-off points to improve IVR menu design.
• Correlate IVR performance with downstream agent interactions.

IVR insights enable organizations to optimize self-service options, reducing call volumes and enhancing customer satisfaction.

Why Amazon Connect Customers Choose Joulica

Joulica integrates with Amazon Connect seamlessly, delivering real-time and historical analytics tailored for modern contact centers. With out-of-the-box dashboards, AI-driven insights, and custom reporting, Joulica empowers businesses to:

• Enhance customer experiences.
• Improve operational efficiency.
• Increase revenue and reduce costs.  

If you’re an Amazon Connect customer looking to unlock deeper reporting and analytics, let’s connect! Book a demo today to see Joulica in action.