Amazon Connect
Amazon Connect is an easy-to-use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We've now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.
Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. You can set up a contact center in minutes that can scale to support millions of customers.
Cyara CVA (Voice)
Contact centers need a way to test the whole chain of the customer journey. Solutions are needed that test digital and voice channels thoroughly and the transition points between channels. Testing should include call routing to appropriate agents, Computer Telephony Integration (CTI) to ensure that customer data from prior channels is readily available, and agent equipment and applications (phone and desktop).
Test the customer experience at the transition point from the self-service channel to the assisted service channel. Test that the customer is routed to the appropriate agent that has the skills to resolve the issue. Test that the customer data from the CTI data dip moves to the assisted service channel for the agent to access.
Cyara’s Call Routing Testing Enables You To:
- Test agent call routing by simulating agents and agent activity and Computer Telephony Integration (CTI) functions
- Validate that correct information is delivered to an agent
Supported Media Channel
Amazon Connect CVA integration is current only supports Voice channel (i.e. no Chat CVA)
Amazon Connect Agents Maximum Login Session Time
Amazon Connect agents have a maximum login session time of 10 hours. It is an Amazon Connect imposed limitation and has nothing to do with Cyara. Some customers/prospect may not be aware of that. While it is not an issue for real life agents, customers may try to run Cyara Agent campaign in a perpetual mode (in support of Pulse), which will run in to this limitation. Just like it’s implemented in this demo, if Client needs to run Agent Campaign for longer then 10 hours, they should leverage scheduling with “Run For” and “Run Every” settings. For example: run for 475 minutes (7hr:55min) and run every 480 minutes (8hr:00min). This will run campaign for 475 minutes, wait 5 minutes and start campaign for another 475 minutes (I left 5 minutes gap to allow for graceful stop and start).
About session expiration (from Amazon)
Amazon Connect sessions expire 10 hours after a user logs in. After 10 hours, users are automatically logged out, even if they are currently on a call. If your agents stay logged in for more than 10 hours, they need to refresh the session token before it expires.
Amazon Connect CVA only support one-way audio
Current Amazon Connect CVA implementation only supports audio transmission and is not able to receive audio, which currently makes by-directional VQ testing unsupported. In addition, to simulate agent speaking, CVA audio is produced by playing a pre-configure audio file. Since the audio file is part of the Cyara software install package, it is not intended to be customizable on per agent or client basis.