Integration of Amazon Connect into a Workforce Management Solution

Frontend

Backend

Devops

QA

Team size

5

Cloud contact centers today enable companies to scale customer support quickly. However, the real value emerges only when they are integrated with tools for analytics, quality management, and regulatory compliance. Eleveo, a specialist in Workforce Optimization solutions for contact centers, needed to expand its portfolio with a full-fledged integration with the Amazon Connect platform.

About the project

Our task was to design and implement a robust integration that would enable seamless collection and processing of both voice and digital interactions from Amazon Connect, their secure storage, further analysis, and utilization within the Workforce Management (WFM) solution.

The client was working with a large volume of both historical and real-time data from customer interactions generated in contact centers around the world. This data needed to be analyzed, cleaned, and structured according to defined business rules, and then reliably imported into Eleveo’s WFM system. The data subsequently serves as a foundation for capacity planning, agent performance evaluation, and other analytical and optimization functions.

The Challenge

At the technical level, it was not possible to read data directly from Amazon Connect, so we had to design a scalable data pipeline built on multiple AWS services to ensure the flow of data from Amazon Connect to Amazon S3 and its further processing. At the same time, it was essential to provide real-time agent monitoring and continuous service availability in a 24/7 mode. The high demands for reliability, availability, and global scalability required thorough coverage of the solution with integration and end-to-end tests to verify system behavior in real operational scenarios.

Our process:

1. Business Requirements Analysis

We kicked off the project with a detailed analysis of the client’s business needs and their expectations for the integration between Amazon Connect and the WFM solution.

2. Integration Setup and Configuration Layer Preparation

In the next phase, we prepared the configuration and UI layer on the client side. This made it possible to set up the integration, manage access and keys, and oversee the import processes.

3. Architectural Decisions and Agile Adaptation

After a detailed analysis of the available endpoints and API services within the Amazon Connect platform, we found that there was no direct API for linking the data with the WFM system. As a result, we needed to design a custom integration solution built on a combination of multiple AWS services.

4. Implementation of Data Processes (Jobs)

The core of the solution consisted of four separate processes:

jobs focused on historical data import, aggregation, and adherence history processing,
one separate job within the microservices architecture, dedicated to real-time agent state processing (real-time adherence).

5. Solution Implementation and Stabilization

Once the architectural design was approved, we moved on to implementing the integration solution itself, including the processing of both historical and real-time data and their connection to the WFM system.

6. Testing and Quality Assurance

The solution went through rigorous testing, including unit tests, integration tests, and end-to-end tests covering real-life operational scenarios. The goal was to ensure high reliability, data consistency, and smooth 24/7 operation.

Results & Business Impact

Thanks to regular syncs with both the client’s technical and business teams, new features were continuously validated, solutions were verified in practice, and the product’s acceptance criteria were met without delays.

The result of this close collaboration is a stable and scalable integration solution that enabled Eleveo to expand its WFM portfolio with full support for the Amazon Connect platform. At the same time, the solution created a solid technological foundation for further product development, faster onboarding of new customers, and secure 24/7 service operation.