In the realm of internet-based contact centers, maintaining high call quality is crucial. Network performance metrics such as packet loss, jitter, and round-trip time play a significant role in understanding and improving call quality. In our previous entry, we explored a solution to effectively monitor call quality with Amazon Connect. For additional insights, check out this other blog post here, which delves deeper into related topics.
A recent study highlighted the implementation of real-time anomaly detection for Amazon Connect call quality through Amazon OpenSearch. Authors, Emma Brooks and Michael Smith, discussed how these advanced analytics tools can proactively identify and address issues that may affect user experience.
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By leveraging these technologies, organizations can ensure optimal call quality, leading to enhanced customer satisfaction and improved operational efficiency.
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