Amazon Connect has introduced a new feature called analytics data lake, now generally available to help contact centers access detailed insights into customer interactions. This data lake eliminates the need for complex data pipelines by centralizing customer contact records and agent activity, making it easier to analyze performance and reduce costs associated with data channels. With this feature, users can analyze contact center data, such as logs and contact lenses data, using tools like Amazon Athena, Amazon QuickSight, and Chart. To get started, users need to configure their Amazon Connect instance and set up the analytics data lake through the console. By associating tables and creating linked tables in AWS Lake Formation, users can access shared resources and run data queries in Amazon Athena. The feature has received positive feedback from customers during the preview period, with companies like Joulica praising its ability to simplify the delivery of actionable insights for contact center analytics. The Amazon Connect analytics data lake is free for up to 2 years of data storage with additional charges for data interaction services. It is available in various AWS regions, and users can learn more about it on the analytical data lake documentation page.
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https://aws.amazon.com/blogs/aws/simplify-custom-contact-center-insights-with-amazon-connect-analytics-data-lake/
Make custom contact center insights easier with Amazon Connect analytics data lake | AWS
