Advanced Reporting and Analytics for Post Call Analytics (PCA) Solutions with Amazon QuickSight
Overview
As of March 2023, the PCA solution now incorporates advanced reporting and analytics as an integrated optional component starting with PCA version 0.5.0. Organizations operating contact centers can leverage these advanced analytics on their call recordings to extract valuable product feedback, enhance contact center efficiency, and pinpoint coaching opportunities. This integration can be enabled during the deployment or updating of the PCA stack.
For more insights, check out another blog post discussing similar themes here.
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