Understanding every step of the customer journey is key to delivering seamless, personalized experiences. However, fragmented data, operational inefficiencies, and a lack of real-time insights make it difficult and costly to optimize customer interactions.

Gartner’s latest Market Guide for Customer Journey Analytics & Orchestration highlights the importance of investing in best-fit solutions to analyze, prioritize, and orchestrate customer journeys effectively. 

Proudly featured in this market guide, Joulica integrates with Amazon Connect seamlessly, providing real-time and historical insights across the entire customer journey—from first call to resolution. 

With out-of-the-box dashboards, AI-driven analytics, and customizable reporting, Joulica empowers Amazon Connect customers to increase operational efficiency and customer satisfaction.

Supercharge Amazon Connect with Joulica’s Customer Journey Analytics

Integrating Joulica with Amazon Connect gives businesses the insights they need to streamline operations and optimize customer journeys.

Our advanced journey analytics helps organizations track interactions, resolve issues faster, and create experiences that drive satisfaction and retention. 

Unified Analytics

Managing customer interactions across call centers, chat, email, and social media can be challenging. Without a unified view, many businesses struggle to understand customer journeys and make informed decisions. 

Joulica solves this by: 

• Connecting Amazon Connect data with external platforms like Salesforce, ServiceNow, CRMs, financial, and survey data, providing a complete picture of customer behavior and outcomes (revenue, NPS, retention).
• Tracking key data points, including inbound calls, sentiment, Contact Flows, Lex, Queues, Agents, and Post-Call Surveys, ensuring complete visibility into customer interactions.
• Consolidating data from web, mobile, and other sources to assess team, agent, queue, digital, and self-service performance, helping businesses optimize CX strategies.

Real-time, Actionable Insights

Relying on delayed metrics leads to slow decision-making and missed opportunities to improve CX. Businesses often lack real-time insights into self-service performance, agent performance, customer sentiment, and issue resolution.

• Joulica empowers Amazon Connect customers to make data-driven decisions faster and improve agent productivity and customer satisfaction by:
• Monitoring real-time events across single and multi-region Amazon Connect setups, ensuring organisations have the latest metrics to adapt quickly.
• Surfacing both customer sentiment and survey insights to provide a complete picture of customer experiences and agent performance, enabling targeted improvements.
• Conducting A/B tests with Amazon Lex to analyze how customer segments respond, refining AI-powered interactions for better containment and satisfaction.
• Identifying why Lex interactions fall short of expectations, optimizing intents that lead to unnecessary agent transfers or customer frustration.

Custom Reporting and Real-time, Secure Dashboards 

Traditional reporting tools often limit visibility, making it difficult for contact center managers to spot trends, access key data, and respond to customer needs in real time. 

With Joulica Amazon Connect customers can:

• Create and customize reports that align with business priorities, providing a 360-degree view of contact center performance.
• Access intuitive dashboards and detailed reports that update in real time for data-driven decision-making.
• Users can create, edit, and share dashboards and reports securely, ensuring teams have access to the right insights.
• Connect call drivers derived from Contact Lens with key metrics like call handling time, customer satisfaction, and sentiment to pinpoint trends, improve agent performance, and optimize interactions.

Business Growth 

Understanding the financial impact of contact center operations helps CX leaders make data-driven decisions and optimize performance. Joulica integrates with all Amazon Connect capabilities—including Cases—to provide a complete view of all customer interactions influencing revenue, retention, and efficiency. 

Joulica supports business growth by allowing CX leaders to:

• Monitor revenue impact, cost per contact, and customer retention for informed decision-making.
• Track outbound campaign performance and integrate KPIs for further optimization.
  Analyze First Contact Resolution (FCR) and transfer rates to identify inefficiencies, reduce costs, and improve service quality.

Optimizing Every Stage of the Customer Journey for Amazon Connect Customers

Joulica’s AI-powered analytics integrates with Amazon Connect to unify systems and data, apply advanced CX KPIs and metrics, and deliver real-time insights across omnichannel customer journeys.

With a complete view of every interaction, businesses can optimize customer journeys, enhance personalization, and build resilient CX models that drive seamless and impactful experiences.

1. Understand the First Contact

Our analytics go beyond traditional contact center metrics and offer a deeper view of Amazon Connect interactions. When CX teams understand why and when customers reach out, they can reduce call volumes, anticipate needs, and offer personalized support. 

With Joulica, CX team can:

Identify repeat contacts and common friction points.

• Gain insights into channel preferences to meet customers where they are.
• Detect customer sentiment in real time to personalize responses from the first interaction. 
• Get IVR and Lex performance insights to optimize self-service options. 

2. Optimize Resolution Time

Joulica integrates with Amazon Connect call routing capabilities to identify friction points in real time, optimize call flows, and resolve issues faster. 

Our platform allows CX leaders and teams to:

• Track resolution times to pinpoint bottlenecks in the process.
• Analyze call transfers by integrating data from Contact Lens to improve first-call resolution and minimize unnecessary handoffs. 
• Enhance Amazon Connect’s intelligent call routing to ensure customers reach the right resource the first time. 

3. Orchestrate Optimal Journeys

Businesses can leverage Joulica’s real-time insights across the entire Amazon Connect solution to guide customers on optimal journeys. 

We analyze interactions across voice and digital channels, providing a complete view of every customer journey. Historical data analysis helps identify trends and predict needs, allowing Amazon Connect customers to adjust IVR and virtual assistants proactively. Contact Lens speech analytics and survey data offer insights into sentiment and intent for more personalized interactions. 

Joulica’s AI prioritizes the customer journeys that matter most, based on product lines, customer segments, and behavior, allowing personalized experiences to be orchestrated for customers. Journey data is correlated to key business outcomes like sales and retention, helping CX leaders drive growth while refining their CX strategy. Joulica optimizes AI solutions like Amazon Lex by analyzing sentiment and A/B tests to improve bot interactions and containment rates.

4. Increase Customer Retention

Joulica enhances Amazon Connect with real-time and predictive analytics, helping businesses retain customers by addressing issues before they escalate.

Here’s how:

• Predictive analytics flag potential churn risks, enabling timely intervention.
• Customer effort scores, customer health scores, and satisfaction metrics highlight areas for improvement so businesses can fine-tune processes that impact engagement and loyalty. 
• Real-time monitoring allows CX teams to adjust strategies and reduce churn proactively.

5. Turn Satisfied Customers into Advocates

Our journey insights enable businesses using Amazon Connect to amplify positive customer experiences, driving loyalty and advocacy.

With Joulica, CX teams can:

• Pinpoint delighted customers and nurture them into brand advocates.
• Analyze key drivers of customer satisfaction to replicate success across customer segments.
• Identify journeys that lead to higher sales and stronger customer relationships.
• Anticipate customer needs and orchestrate personalized experiences through predictive scoring.

Transform CX with Joulica’s Journey Analytics For Amazon Connect

Our advanced journey analytics provides CX leaders with real-time, historical, and predictive insights across the Amazon Connect solution—including Amazon Lex, Contact Lens, and Cases. Joulica helps businesses optimize contact center performance, refine customer experiences, and increase revenue by integrating data across all touchpoints.

With Joulica, Amazon Connect customers gain a complete view of every interaction, align CX KPIs with business objectives, and guide customers through seamless, personalized journeys that drive satisfaction, loyalty, and growth.

Want to see how Joulica turns Amazon Connect data into real-time, actionable insights? Book a demo today.