Is Amazon Connect Audio Stream Suitable For Real-Time Application?

Measuring end-to-end delay in Amazon Connect

Florian Parga
Feb 27 · 7 min read

Not being able to interact smoothly with an agent, an interactive voice response (IVR) or an intelligent virtual agent (IVA), are poor customer experiences, and we strive to minimize them.

Set Up

Contact Flow used for our tests

Measuring The End-to-End One Way Delay

First experiment: end-to-end one way delay
Expected waveform of the recording
Actual waveform of the recording (because of echo cancellation)
Spectrogram of the recording
On the diagram you can see on the left the delay we effectively measured during the experiment and on the right is what it approximates to

Measuring End-to-end Delay of the Kinesis Video Stream

Second experiment: end-to-end delay of the Kinesis Video Stream
Actual measurement and how it’s equivalent to one way delay

Conclusion

CXinnovations

A blog about delivering the best customer experience in omnichannel contact center projects and solutions, speech and conversational technologies, A.I., chatbots, etc.

Florian Parga

Written by

CXinnovations

A blog about delivering the best customer experience in omnichannel contact center projects and solutions, speech and conversational technologies, A.I., chatbots, etc.