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© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Kentis Gopalla
Global Practice Lead
Amazon Connect
Create an exceptional contact center
Easy to use, cloud-based contact center solution that scales
to support businesses of any size
With tools that grow with your needs!
Skills-based routing
[Automatic Call
Distribution (ACD)]
Call
recording
Real time and
historical-analytics
High-quality
voice capability
Amazon Connect
Self-service
configuration
Dynamic, personal, and
natural contact flows
Open platform
The AWS
ecosystem
100%
cloud-based
Amazon Connect differentiators
Ensuring Voice Quality for Amazon Connect
Chad Hart, product manager
18 March, 2019
4
Deliver Better User Experiences
Agenda
Who is
callstats.io?
Contact Center
Communications
Challenges
Solutions for
Amazon
Connect
Customers
5
Callstats.io: The WebRTC Monitoring Leader
• Founded in 2014 by IETF and W3C authors
• Customers across vertical industries
• Over 1B collected WebRTC datapoints each month
• Integrated into Amazon Connect
6
NXTEC CORP
callstats.io Voice Quality Solutions
7
WebRTC Monitoring
• Network status
• Service metrics
AI-Driven Troubleshooting
• Root cause analysis
• Notifications
Active Network Testing
• Connectivity verification
• Performance metrics
Voice Quality Issues Reduce CSAT & Productivity
• Connectivity issues
• Poor audio quality
• Call failures
• Agent equipment issues
8
Benefits for Amazon Connect Environments
9
✅ Rapidly Detect Problems
✅ Accelerate Resolution
✅ Prevent Poor Experiences
✅ Proactively Analyze and Plan
Amazon Connect with callstats.io monitoring
10
Amazon Connect
WebRTC
Customers
PSTN
Contact Center AWS
Instance
Agent Web
Environment
Amazon Connect Dialer
Amazon Connect with callstats.io monitoring
11
Amazon Connect
WebRTC
Customers
PSTN
monitoring cloud
Contact Center AWS
Instance
stats&tests
HTML
web dashboards
any authorized user
Agent Web
Environment
Amazon Connect Dialer
Callstats.io client library
Improving the agent experience
Challenge: Loosely Controlled Agent Interface
13
Introducing: callstats.io Reference Dialer
14
Improving agent
productivity and quality in
the dialer
Rich Communications Status Indicators
15
Prompts for Call Quality and Issue Reporting
16
Quality Issue Reporting – Reason Codes
17
Poor Bandwidth Warning
18
Pre-Call Connectivity Check
19
callstats.io dashboard
Deliver First Class Call Quality
Empower
agents to deliver
best possible
experiences
Increase
visibility
Enable support
staff to quickly
resolve issues
21
Q&A
@callstatsio
Contact us: sales@callstats.io
Deliver Better User Experiences

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