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Integrate with Amazon Connect in Less Than 30 Minutes

By callstats on July 25, 2019

Deploying for Amazon Connect is fast and easy. You don’t have to write any custom software or do any other heavy lifting. In this blog I’ll explain how most customers get up and running in less than 30 minutes by simply editing an Amazon Connect source code file. Monitoring and Analytics for Amazon Connect is the first real-time communications management solution built from the ground up to intelligently track and analyze call quality in Amazon Connect contact centers. The solution complements Amazon’s native contact center performance reporting capabilities, helping network administrators easily identify, isolate and resolve a variety of Amazon Connect connectivity and audio quality issues.

No Software Expertise or Application Development Required

The diagram below shows how works in a typical Amazon Connect integration. Amazon Connect uses WebRTC for the agent leg of a call. (The customer leg flows over the PSTN). embeds advanced WebRTC monitoring and troubleshooting capabilities directly into the agent’s browser via a JavaScript client. The client captures key WebRTC performance metrics and forwards them to the cloud-based service for analysis and reporting, giving contact center administrators real-time visibility into critical service quality and diagnostic information.

Amazon Connect Architecture

Figure: How integrates with Amazon Connect 


Just like Amazon Connect, is designed to be easy to deploy and easy to set up. A standard integration requires no custom code development. You simply edit the source code (.html or .js file) where the Amazon Connect Contact Control Panel (CCP) is initialized. In most cases a contact center IT manager with basic HTML and JavaScript skills can take care of it on their own.

Step-by-Step Instructions Streamline Integration

We provide step-by-step integration guidelines telling you exactly what you need to do.  And we include links to other Amazon and resources for additional information. Most customers are able to get up and running in a matter of minutes without assistance. Of course, our customer support team is there to help if you run into any issues.

The integration guidelines describe the specific steps you need to take and the specific configuration parameters you need to modify to integrate the client with the Amazon Connect CCP.  (See sample snippet from the guidelines below). 

Amazon Connect Integration Code

In cases where integration problems have occurred, our support team has found customers did not configure all the CCP parameters exactly as specified in the instructions. Be sure to follow the guidelines closely for best results.

Once the integration is complete, there is no ongoing maintenance. All updates to the JavaScript are handled by 

Learn More Monitoring and Analytics for Amazon Connect is easy to deploy, easy to scale, and easy to use. The solution can help you increase agent productivity, improve customer interactions and make the most of your Amazon Connect investment. By following our simple integration instructions you’ll be on your way to improving Amazon Connect call quality in no time.

To learn more, visit our Amazon Connect Integration page or read how a large Amazon Connect customer used to isolate an Amazon Connect performance issue.

Tags: Amazon Connect, Contact Centers