From 100% detection to 100% resolution
Amazon Connect Contact Lens flags the opportunity. YakTrak ensures you realise it.
Overview
- 100% QA is here. Now what?
- What happens next is what matters
- The insight is there. What’s missing is the action
- What YakTrak adds to Amazon Connect Contact Lens
- YakTrak: The system between insight and improvement
- How it works: from detection to resolution
- What leaders say YakTrak really delivers
- Outcomes you can see and prove
100% QA is here. Now what?
Tools like Amazon Connect Contact Lens now deliver full visibility across every customer call - identifying compliance risks and the agent behaviours that drive productivity and customer sentiment.
But visibility isn’t enough.
What happens next is what matters
In regulated environments, customers, shareholders and regulators alike expect every issue to be owned—and actioned. With 100% QA, the volume of opportunities identified can easily outpace your team’s capacity to respond. Without the right systems and structure, visibility turns into overwhelm.
YakTrak now partners with Amazon Connect Contact Lens to close the loop every time—delivering full transparency into what was actioned, by whom, and with what result.
The insight is there. What’s missing is the action
You now have:
- Full transcripts of all your calls
- Real-time behavioural and compliance assessment
But you're still asking:
- Did we take action?
- Did someone follow up?
- What changed—and can we prove it?
YakTrak answers all three questions.
What YakTrak adds to Amazon Connect Contact Lens
Amazon Connect Contact Lens
- QA on 100% of calls
- AI assisted Behavioural assessment
Yaktrak
- Full remediation tracking
- Coaching workflows
Together, they give you visibility, control, and evidence.
YakTrak: The system between insight and improvement
YakTrak turns QA insight into structured, measurable action:
- Assigning flagged issues to leaders with clear follow-up workflows
- Tracking what was done, by whom, and with what result
- Proving resolution—clearly, consistently, and at scale
- You see what’s happening
- You know what’s been done
- You can prove it—internally and to regulators
What leaders say YakTrak really delivers
“YakTrak clearly improved both the frequency and quality of our coaching.
Without it, we wouldn’t have moved the dial as far as we did with NPS.” — Cameron Geason, Group Manager, Inbound Sales, Origin Energy
“If the regulators came to us and said ‘show us your coaching evidence,’ we’d be able to pull it out of YakTrak. It helped us build risk awareness.” — Leisl Banfield, Change Manager, Bankwest
“YakTrak was a clear standout… The intuitive design made it incredibly easy to embed, and the visibility into our development cadence was exactly what we needed.” — Sean Francis, Engagement Lead, EnergyAustralia
Outcomes you can see and prove
Compliance & QA
- YakTrak turns QA insight into structured, measurable action
- Assigning flagged issues to leaders with clear follow-up workflows
- Tracking what was done, by whom, and with what result
- Proving resolution—clearly, consistently, and at scale
Operational performance
- Make leader follow-up visible across teams
- Improve the quality of your customer’s experience
- Lift productivity and improve performance
Agent and team engagement
- Deliver clearer feedback loops
- Build trust in your QA system
- Reduce churn by turning insight into support
- Speed up onboarding with structured development pathways
No more “What happened to that alert?”
Amazon Connect Contact Lens tells you: “Here’s what went wrong.”
YakTrak tells you: “Here’s what we did about it—and what happened next.”
What’s next? Pick your path.
See YakTrak in action across real contact centre environments.
Perfect for Risk, QA, Ops or Capability teams exploring next steps.