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.