List of Amazon Connect Contact Lens Customers
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Since 2010, our global team of researchers has been studying Amazon Connect Contact Lens customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Amazon Connect Contact Lens for ML and Data Science Platforms, Speech Recognition AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Amazon Connect Contact Lens for ML and Data Science Platforms, Speech Recognition AI include: Intuit, a United States based Professional Services organisation with 18200 employees and revenues of $18.83 billion, Frontdoor, Inc., a United States based Professional Services organisation with 2081 employees and revenues of $1.60 billion, Accolade, Inc, a United States based Professional Services organisation with 2350 employees and revenues of $310.0 million, Telus International Ireland, a Ireland based Professional Services organisation with 1800 employees and revenues of $300.0 million and many others.
Contact us if you need a completed and verified list of companies using Amazon Connect Contact Lens, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Amazon Connect Contact Lens customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Accolade, Inc | Professional Services | 2350 | $310M | United States | Amazon Web Services (AWS) | Amazon Connect Contact Lens | ML and Data Science Platforms,Speech Recognition AI | 2020 | n/a | In 2020, Accolade, Inc deployed Amazon Connect Contact Lens to transform its healthcare benefits contact center, implementing the solution as a Contact Center Analytics capability across its US member support operations. The deployment focused on rapid enablement on Amazon Web Services, with Contact Lens enablement noted as taking only minutes and reducing internal development time for conversation analysis. Accolade configured Amazon Connect Contact Lens to deliver automated call transcription, sentiment detection, and emerging trend detection from customer conversations, using searchable transcripts and conversation-level analytics to accelerate insight generation. The implementation emphasized conversation analytics workflows that surface topical trends and sentiment signals to guide agent coaching and real-time guidance, aligning with standard Contact Center Analytics functional terminology such as transcription, sentiment scoring, and trend detection. Operationally the rollout targeted the US contact-center environment and impacted member experience and agent guidance functions within Accolade’s healthcare benefits operations. The implementation narrative highlights shorter development cycles and improved ability to guide agents and improve member experience as explicit outcomes, while the architecture remained native to Amazon Web Services using Amazon Connect Contact Lens as the analytics layer. | |
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Frontdoor, Inc. | Professional Services | 2081 | $1.6B | United States | Amazon Web Services (AWS) | Amazon Connect Contact Lens | ML and Data Science Platforms,Speech Recognition AI | 2020 | n/a | In 2020, Frontdoor, Inc. deployed Amazon Connect Contact Lens across its US contact center customer service environment, using Contact center analytics to instrument and analyze agent interactions. The implementation used Amazon Connect Contact Lens to enable automated PCI and PII redaction and to operationalize large scale automated quality assurance across voice interactions. Amazon Connect Contact Lens was activated on 100% of inbound and outbound contacts, with configuration focused on transcription, sensitive data redaction, and automated QA rule evaluation to generate flags for coaching workflows. The deployment completed over 100,000 automated QA evaluations and increased QA sampling by 50x, supporting analytics driven coaching and broader QA coverage. Operational scope covered Frontdoor's US customer service/contact center organization, instrumenting all agent interactions for both inbound and outbound channels. Governance changes embedded automated QA results into coaching and workforce processes to shorten agent interaction time and expand review coverage. Frontdoor reported that the Contact Lens deployment reduced agent interaction time, lowered fraud risk through redaction and monitoring, and significantly expanded QA coverage and analytics driven coaching, reflecting a contact center analytics centric shift in customer service quality processes. | |
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Intuit | Professional Services | 18200 | $18.8B | United States | Amazon Web Services (AWS) | Amazon Connect Contact Lens | ML and Data Science Platforms,Speech Recognition AI | 2020 | n/a | In 2020, Intuit deployed Amazon Connect Contact Lens in the Apps Category to analyze more than 200 million minutes of customer interactions for its US-based customer service contact center. The implementation focused on large-scale transcription, automated sentiment scoring, sensitive-data redaction, and the extraction of contact drivers from voice interactions. Intuit used Amazon Connect Contact Lens to create searchable transcripts and to generate metadata for downstream review and coaching workflows. The deployment configured Contact Lens capabilities for automated call categorization and sentiment analysis, with transcript redaction applied to protect customer data. Functional modules implemented included speech-to-text transcription, entity recognition for driver surfacing, automated tagging for categorization, and sentiment and tone analysis to flag interactions for review and coaching. Operational coverage centered on Intuit’s customer service and contact center operations within the United States, with outputs consumed by agent coaching, quality assurance, and workforce optimization teams. Integrations were oriented around surfacing transcripts and metadata into internal search and coaching workflows, enabling quality reviewers and managers to locate interactions by topic, sentiment, or flagged content. Governance emphasized data protection through redaction and the use of transcription metadata to standardize contact driver taxonomy and coaching playbooks. The workstream supported improved contact center effectiveness and enhanced agent coaching by providing searchable transcripts, sentiment signals, and automated call categorization as primary operational artifacts. | |
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Professional Services | 1800 | $300M | Ireland | Amazon Web Services (AWS) | Amazon Connect Contact Lens | ML and Data Science Platforms,Speech Recognition AI | 2020 | n/a |
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