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Delay and jitter are naturally tied to each other, but they are not the same. Delay is a significant metric in networking that...
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This is the second in a three-part series exploring the use of WebRTC in cloud contact centers (here are parts 1 and 3).
Tags: Amazon Connect, Contact Centers
This is the first in a three-part series exploring the use of WebRTC in cloud contact center services (here are parts 2 and 3).
Tags: Amazon Connect, Contact Centers
Callstats.io is excited to join Amazon Connect on stage in booth #2106 at Enterprise Connect 2019 to deliver a joint...
Tags: Amazon Connect, Contact Centers
We are excited to announce callstats.io Monitoring and Analytics for Amazon Connect—the first real-time communications management...
Tags: WebRTC, Amazon Connect, Contact Centers,
There are seven crucial metrics WebRTC-enabled contact centers should be monitoring to get the most out of their service. These...
Tags: WebRTC, WebRTC Verticals, Amazon Connect,
Contact center agents need to reliably connect to the cloud service that delivers their calls, no matter where the agent is...
Tags: WebRTC, WebRTC Verticals, Amazon Connect,
Why Are Connection Time, Selection Time, and Wait Time Important WebRTC Metrics for Contact Centers?
Having a clear understanding of the customer journey when engaging with a contact center agent can be a solid indicator of how...
Tags: WebRTC, WebRTC Verticals, Amazon Connect,
Packet loss is an important metric for call centers looking to have high quality audio. Depending upon the level of packet loss,...
Tags: WebRTC, WebRTC Verticals, Amazon Connect,
Many contact centers solicit feedback from users about call quality just before a call ends. By gathering user feedback, you get...
Tags: WebRTC, WebRTC Verticals, Amazon Connect,
In its inception, WebRTC was designed to be a peer-to-peer communication technology. This means that the majority of technology...
Round-trip time is an important metric that can indicate the quality of communications available between two end-points. It’s a...
Tags: Real-time Communications, WebRTC, Networking
The Secure Real-time Transport Protocol (SRTP) is a security framework that extends the Real-time Transport Protocol (RTP) and...
Tags: Real-time Communications, WebRTC
The first weeks of 2019 are shaping up to be very interesting for the WebRTC community. Google announced Unified Plan default...
