Amazon Connect helps businesses build intelligent self-service applications for their customers. It uses Amazon Lex and Contact Flows to automate interactions across multiple channels, with live agents intervening only when needed.

But how do you know if your self-service is actually working well? To get the most from these tools, you need to answer questions like:

• Which customer issues keep getting sent to agents?
• Are there high levels of agent transfers that are caused by issues in the IVR ?
• Where are customers getting stuck?
• Why is one channel performing worse than others?
• Which customer groups aren't using self-service?

This blog explores how Joulica's analytics and reporting help Amazon Connect users optimize their self-service and create better customer experiences.

Omnichannel Excellence: Joulica’s Self-Service Analytics for Amazon Connect

From basic IVR menus to complex AI assistants, Amazon Connect powers customer self-service. Joulica Analytics monitors how these applications perform and helps you continuously optimise them, ensuring they meet customer needs.

1. Real-Time Insights Across All Interactions

Joulica shows you what's happening with customer interactions across your business, highlighting pain points as they happen.

These insights allow you to:

• Spot and fix problems faster.
• Catch and resolve high abandonment rates.
• Adjust menu prompts and call routing on the fly.
• See containment rates in real time.
• Compare Amazon Lex interactions across voice and chat channels.
• Analyze outcomes, check sentiment, and identify recurring issues.
• The result? Better contact flows, prompts, routing, and self-service.

2. Connecting Sentiment with Self-Service

Numbers only tell part of the story. Joulica connects satisfaction with self-service performance by integrating surveys like NPS and CSAT, analyzing sentiment during interactions, and linking specific journey points to satisfaction scores.

These insights help you prioritize improvements where they'll have the biggest impact on customer experience.

3. Customized Reporting and Testing

Every business has different goals. Joulica lets you customize metrics and reports to match yours. We analyze historical data to spot trends and take immediate action with real-time insights, so you can make adjustments before problems arise.

You can analyze custom data attributes, filter reports by channel or contact flow, test different IVR approaches against each other, compare performance across journeys and segments, as well as automation rates and customer satisfaction impact.

4. Making Virtual Assistants and Chatbots Better 

Amazon Lex powers conversational AI for many businesses. Joulica analyzes these conversations and shows you:

• How many customers complete self-service
• Where they drop off
• What they're trying to accomplish
• Which versions of your chatbot work better

With these insights, you can build better experiences that keep customers engaged and solve their problems.

5. Improving Call Routing and IVR

Your contact routing and IVR flows are the backbone of voice self-service. Joulica reports on containment rates, transfer patterns, abandonment, navigation behavior, and how successfully Lex handles customer conversations.

These reports help you understand how customers use your contact center and where they struggle, so you can create better menus, prompts, and error handling.

6. Optimizing Agent Performance

Even with great automation, you still need live agents for complex issues. Joulica's analytics help optimize their work by tracking productivity, analyzing performance across channels, showing escalation patterns from self-service, measuring first-contact resolution, and connecting agent interactions to satisfaction scores (CSAT, NPS.)

Real-time data helps you identify star performers, target training effectively, and ensure customers get great support when automation isn't enough.

Joulica and Amazon Connect: A Powerful Toolkit For Contact Center Operations

Joulica gives Amazon Connect users intuitive dashboards, AI-powered analytics, and custom reporting to boost efficiency and satisfaction. Key features include:

• Real-time, visual dashboards: 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 so teams have access to the right insights when they need them.
• Custom reporting aligned with your business goals: Create and customize reports that align with business priorities and provide a 360-degree view of contact center performance.

The Joulica Advantage: Meeting the Needs of Modern Self-Service

Joulica integrates seamlessly with Amazon Connect to deliver real-time and historical analytics that help you:

• Use data to make self-service more efficient.
• Address and resolve customer pain points to improve satisfaction.
• Cut operational costs by optimizing IVR and virtual assistant.

If you're using Amazon Connect and want to see how Joulica can help you get more from your self-service applications, book a demo today.