Telephony Call Analysis with Xdroid and Amazon Connect

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The Challenge

Avoira are the UK exclusive supplier of the Xdroid voice analytics & Live In Call Agent prompting solution. They support large digital transformation pieces of work for contact centres and have recently been working directly with a large contact center outsourcing organisation on a number of high-profile customer engagements.  

Avoira were looking for a trusted AWS partner with knowledge of Amazon Connect and supporting AWS services to work with them to provision a managed service offering for one of their high-profile contact centre clients. 

Our remit was to: 

  • Take in a live stream of speech data directly from Amazon Connect and notify the Xdroid Agent Assist client to process the data stream in real-time. 
  • Provision the supporting infrastructure within AWS in doing so right sizing the environment so it could support a steady state of traffic and burst at peak intervals 
  • Ensure the solution was appropriately secured and compliant with their client’s security requirements 
  • To meet pre-defined NFR’s for performance 

The Solution

Alscient addressed these requirements in a phased approach. We initially provided a target state architecture and worked directly with Avoira & Xdroid in support of providing real-time integration between Amazon Connect and the Xdroid software.

The solution also made use of a series of Amazon EC2 instances and an Amazon RDS database secured within a VPC. Once the solution was proven, we then built out the supporting infrastructure to support the Avoira & Xdroid solution to serve their client’s requirements. This included provisioning multiple virtual servers. 

After the solution was put live we then made incremental improvements to the configuration to improve performance and to pro-actively monitor the service. The solution now supports several hundred thousand calls per day and is a key part of their clients intelligent contact centre strategy. 

The Result

All aspects of the project were delivered to the satisfaction of Avoira. Supervisors were able to remotely view contact centre activities and get insight into customer sentiment in real-time. This has allowed Avoira’s client to better monitor call quality outcomes and compliance. 

“We can’t thank the guys at Alscient enough for the help and assistance they have provided to us through this engagement. We have had a great experience and can’t wait to get going on our next engagement with Alscient. We see them as a trusted partner and one I am sure we will work with for a long time to come.”

Ian Taylor, Head of Sales at Avoira

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