Australian customer has 20+ agents.
The requirement was to implement an inbound & outbound call center on Amazon Connect.
In the first phase 6+ inbound call flows were implemented back-office integration with HubSpot CRM. Octavebytes’s HubSpot CTI Connector for inbound and outbound calls was deployed for IVR & CTI Level Integration.
In phase II
Customer implemented High Volume Outbound Calling for marketing campaigns for their product selling by integrating HubSpot CRM and Amazon PinPoint. Outbound Calls were initiated on certain events in HubSpot. Octavebytes automated the outbound calling
feature by integrating HubSpot with AWS Pinpoint through a middleware. The middleware has a webhook to receive the event from HubSpot. Once the event is received, middleware validates business rules and submit the customer number to Pinpoint along with necessary customer details. Octavebytes implemented a couple of outbound contact flows to pass the customer metadata to the agent.
For Overall Call Stats of call center customer deployed Octavebytes’s Wallboard solution to
have both real-time and historical stats. The wallboard solution gets these stats from CTR
(Kinesis Stream <> Lambda <> PostgresQL), Connect API and Octavebytes’s custom reporting
database.
All the amazon connect implementation along with custom applications were deployed in the customer’s AWS account. Octavebytes provided the standard Amazon Connect, Lambda, EC2 and Kinesis Stream cost. The Well-Architected Framework principles like Operational Excellence, Security, Reliability, Performance and Efficiency, Cost Optimization and Sustainability were followed during the planning and implementation. All the permissions were granted through Role<>Permissions and only needed permissions were given. Amazon Connect and Octavebytes’ applications were suggested to be used in Chrome and Firefox browsers.
The contact flow logs were enabled to track issues. The call routing of the same agent was
implemented to make sure the calls are routed to designated representatives. The office hour’s
management at IVR level was implemented for both inbound flows and outbound campaigns.