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