amazon connect integration

Calabrio Teleopti Workforce Management (WFM)

Forecasting, staffing, and optimization for contact centers

Calabrio Teleopti Workforce Management (WFM) is a contact center staffing and optimization solution that improves the agent experience, delivers flexible schedules, and helps ensure that customer expectations are met. This integration between Teleopti WFM and Amazon Connect offers these benefits:

  • Forecasting

You can forecast agents in minutes, determine interaction volumes, and schedule employees to meet demands. The multi-skill, multichannel forecasting tools support both short-term and long-term planning as well as trends and seasonality analyses.

  • Scheduling and work-life balance

Teleopti WFM provides a multi-skill, scheduling optimization (chat, email) engine for effective agent planning. These tools take work-hour legislation, demand, and employee requests into account.

  • Real-time adherence (RTA)

Teleopti WFM provides real-time agent status and overviews. You can track agent adherence and adjust your schedules to maintain service-level goals throughout the day.

Teleopti WFM - Amazon Connect integration

Architecture for Teleopti integration

Teleopti WFM - Amazon Connect integration - detailed view

Architecture details

This Quick Start was developed by Teleopti in collaboration with AWS.
Teleopti is an APN Partner.

 See the source code for this Quick Start

To add Calabrio Teleopti WFM to Amazon Connect:

Step 1 Sign up for an AWS account if you don't already have one. An account automatically signs you up for Amazon Connect and other AWS services.
Step 2 Connect to the Calabrio Secure File Transfer Protocol (SFTP) endpoints, which can be reached only from allowed IP addresses. To obtain a static IP address for the allow list, use a virtual private cloud (VPC) with private subnets and an attached network address translation (NAT) gateway with an elastic IP address. For more information, see How do I give internet access to my Lambda function in a VPC? You may use the Elastic IP address of your NAT gateway if it’s already set up.

Alternatively, use the VPC Quick Start to set up a new VPC. Choose two Availability Zones, and leave the remaining parameters set to their defaults. After the deployment finishes, note the following:
    - Values of NAT1EIP and PrivateSubnet1AID in the CloudFormation Stack Outputs section.
    - Default security-group ID for the new VPC. This can be found in the Security Groups section.
Step 3 Contact Calabrio to set up a Teleopti WFM instance and an SFTP endpoint. Provide the Elastic IP address of your NAT gateway. If you created a new VPC, provide the value of NAT1EIP from step 2.

Teleopti will provide an SFTP hostname and your credentials. You will need this information in step 4.
Step 4 Deploy the integration. By default, this integration deploys in the US East (N. Virginia) Region, but it’s currently supported in all AWS Regions that support Amazon Connect.

Complete the parameter fields. For the parameters SubnetIds and SecurityGroupIds, use the PrivateSubnet1AID value and the ID of the default security group from step 2. The deployment takes about 5 minutes to complete.
Step 5 Configure the integration. Follow the steps in the Teleopti WFM integration documentation to complete configuration tasks and to obtain the following credentials:
    - IAM user
    - Access key ID
    - Secret access key

Teleopti uses these credentials to configure the RTA client listener and historical data.

Amazon may share user-deployment information with the AWS Partner that collaborated with AWS on the Quick Start.  

You are responsible for the cost of the AWS services and partner solutions used while running this Amazon Connect integration.