At BlueSky, we leverage advanced analytics to unlock the potential within our clients’ data, enabling them to drive significant value into their business operations. One of the key tools in our arsenal is Amazon Connect, a cloud-based contact centre solution that, when combined with ContactLens, offers unparalleled insights into customer and agent interactions.
ContactLens enables the transcription of all customer and agent conversations, providing a rich dataset that can be analysed for trends, performance, and sentiment. Through this transcription, we implement sentiment analysis, which offers a clear visualisation of the overall mood and effectiveness of calls on the floor. This tangible data helps businesses identify areas for improvement and enhance customer satisfaction.
To take these capabilities even further, BlueSky integrates AWS Glue, a powerful ETL (Extract, Transform, Load) tool that automates the process of moving and transforming data within the system. AWS Glue’s automation capabilities significantly enhance the efficiency and effectiveness of Amazon Connect, allowing businesses to process vast amounts of data seamlessly.
By establishing custom data pipelines, we can introduce Generative AI into the equation. This cutting-edge technology enables the automatic generation of call summaries from transcripts, streamlining call centre processes such as escalations. This not only saves time but also ensures that essential information is captured and utilised efficiently. Additionally, the flexibility of these data pipelines means that custom AI models can be integrated to produce bespoke outputs, further tailoring the solution to meet specific business needs.
“BlueSky uses analytics to offer clients insights into their data, unlocking new avenues to drive value into the business. With Amazon Connect and its use of ContactLens, we can analyse client and agent engagements to have a better view of how to improve customer satisfaction. By building pipelines using AWS Glue, BlueSky creates end-to-end automation of analytics and intelligence, further elevating business capabilities in the most efficient way.”
Leepo Mokoto,
Principal Engineer
BlueSky’s expertise lies in designing and implementing such comprehensive solutions, ensuring they are fully aligned with the unique requirements of each client. By creating a holistic, automated, and AI-powered environment, we enable businesses to achieve higher levels of customer satisfaction and optimise agent performance. This approach enhances operational efficiency and places our clients at the cutting edge of customer service innovation.
