Better Customer Experience Through Clearer Calls

Successful Amazon Connect contact centers are highly tuned to optimize agent productivity and improve customer service scores. Agents are increasingly helping customers from unreliable home networks or remote offices, resulting in echos, voice distortion, intermittent audio, and other quality issues. These issues reduce NPS scores and agent productivity and can be time-consuming for IT support teams to diagnose and fix.

Not anymore. 8x8 callstats is a performance monitoring solution for Amazon Connect that helps contact centers and IT managers boost productivity and customer satisfaction. 8x8 callstats monitors, analyzes, and sends proactive alerts to provide administrators with the root cause of call or video quality issues helping to drastically reduce the troubleshooting and resolution time.

What you will learn:

• The difference between passive and active monitoring, why continuous performance monitoring is important, and how it’s different for cloud-based contact centers like Amazon Connect
• The major challenges you can anticipate in the first 90 days of a roll-out into a new location and how the challenges will evolve over time
• How to take advantage of the callstats data in real-time to impact change and improve the performance of the contact center

Shalesa Carron, Global Principal Partner Development Specialist, Amazon Connect

Shalesa is responsible for supporting ISV partners that have integrations with Amazon Connect. She helps identify ISV solutions that will be complementary to Amazon Connect and supports our ISVs, partner network and sellers on our “better together” story. She has been in the contact center industry for over 20 years and is thrilled to be making history by contributing to the explosive growth of a major disrupter – Amazon Connect.

Damian Fernandez, CEO & Founder, DFX5

Damian Fernandez is the CEO & Founder of DFX5, an AWS Advanced Consulting partner certified in Amazon Connect. DFX5 has been building AWS cloud solutions since 2010, and enterprise and customer engagement solutions for over 20 years. Damian started his career as an Intel Pentium II engineer, which was followed by an entrepreneurial venture resulting in an Ernst & Young Entrepreneur of the Year Award in 2002.

Varun Singh, Senior Director, Call Quality and Founder of callstats.io, 8x8

Dr. Varun Singh, is the founder of callstats.io and Senior Director, Call Quality at 8x8. callstats is recognized by Gartner and Forrester Research as the leading performance monitoring and management service for real-time communications. He founded callstats.io in 2014 and it was acquired by 8x8 in 2020. Varun is the coauthor of multiple IETF and W3C specifications, and several patents. He has been awarded multiple patents for innovations in real-time communications. He received his Ph.D in multimedia networks from Aalto University, Helsinki, Finland and his thesis was awarded special mention by ACM Multimedia.