Amazon Connect Integration

Supported for CLOUD Deployments

What is it

Amazon Connect is a cloud-based contact center solution that makes it easy to create and manage a customer contact center at any scale. Amazon Connect is easy to use and even comes with pre-configured integration with popular Customer Relationship Management (CRM) systems. An API can be used to build customized integrations.

Amazon Connect initializes and manages all recorded calls (in Amazon terminology: contacts), including the triggers and business rules used to capture voice interactions. After the initial service setup and authentication with Amazon Connect, Eleveo securely integrates with Amazon Connect APIs and Amazon S3 to retrieve voice recordings created since the last import into Eleveo’s Conversation Explorer. Associated metadata processed by Amazon is also captured by Eleveo, allowing for any Amazon Connect implementation to leverage the benefits provided by Quality Management.  Managers can benefit from enhanced control over service quality and team performance by having an adequately trained and assessed team.

Amazon Connect APIs and AWS services are the only integration points, and no further manual authentication is required after setup. Once calls are imported, recordings are available in Eleveo for search, playback, Quality Management activities, and Media Lifecycle Management.

The Eleveo integration also supports automatic user synchronization from Amazon Connect. This enables user access to Eleveo Suite via SSO, unified user management, and (if enabled) access to features provided by Eleveo Workforce Management (WFM). In addition, Eleveo supports the import of historical and adherence data from Amazon Connect into WFM. Configuring data import allows Eleveo to generate accurate forecasts and schedules, as well as provide historical adherence and performance reporting.

High-level Architecture Overview

The image below depicts the call flow from Amazon Connect to the Call Recording Server and how recorded calls are available within Quality Management. At a basic level, Eleveo connects to the Amazon Server via a specialized module that extracts calls recorded by Amazon Connect. The recording is then saved to a configurable destination on the Call Recording server. All recordings can then be analyzed alongside other call data in Quality Management.

How It Works

Amazon Connect stores all recorded calls to a configurable S3 bucket. It is also possible to configure Amazon Connect to store Contact Trace Records into Amazon Kinesis after a call ends. Contact Trace Records contain important information related to the recorded conversation, including calling and called parties, the ID of the agent who handled the call, and the location of recorded wave files, plus additional information.

The media importer can connect to both the S3 storage bucket and Amazon Kinesis, receive event information about recorded calls, and then download the WAV file from the S3 bucket. The media importer saves WAV files taken from the S3 bucket to a configurable location on the Eleveo server. The media importer will then create a corresponding record in the Call Recording database, containing information about the recorded media and its metadata.

Adherence and historical data import are handled by the import jobs running in Eleveo ETL Management. On the AWS side, data streaming of Agent events and Contact trace records is enabled into a Kinesis Stream. Then, a Firehose stream is configured to read Agent events and Contact trace records from the Kinesis stream and forward the data to the S3 bucket. Real-time data is consumed by the listener running in ETL Management. Amazon Connect must be enabled to stream Agent Events into a Kinesis stream.

Security

The connection to AWS is secured using an application user with an access key and a secret key. This user is the same for both Amazon Kinesis and the S3 bucket. 

Supported features of the deployment:

• Search & Replay of recorded calls

• Quality Management

• Speech Recognition (after import)

• User import

• Data import (historical, adherence, real-time).
  

Unsupported features:

• Live Monitoring

• Media Lifecycle Management tools – Archive, Delete, Restore, and Relocation

• Screen Capture

• Synchro (unnecessary when using AWS) 

• PCI DSS compliance (call encryption)

• Pause and Resume (currently not technically possible)

• Recording Rules (all calls recorded will be imported from Amazon Connect)

• Voice of the Customer.

Supported Integration Use Cases

Eleveo supports integrations for the following purposes:

• Import of Media – Voice Recordings – Media recordings are retrieved from the Amazon server after recording completion.

• Conversation Explorer – Search, view, and playback recorded media

• Quality Management – Perform quality reviews from within Eleveo Quality Management

• Users and groups import – Ensure that the correct users and groups are matched to media recordings

• User Import – Import users and groups to User Management

• User Authentication and Single Sign On (SSO) – Single Sign On allows users to access Eleveo applications without the need to store their user credentials within the Eleveo User Management application.

• Screen Capture – Eleveo Screen Capture is supported once users have been imported.

What Is Supported