Provisioning Solution for Amazon Connect

Auto-provision contact center resources for multi-vendor communication systems

The Starfish Automation Platform
Orange line icon of a stop watch

Streamline

Make it faster and easier to manage multi-vendor unified communications and contact center systems.

Orange line icon of two gears

Automate

Accurately and consistently on-board and off-board users and agents. Optional integrations include ServiceNow, Workday, PeopleSoft, and other leading business applications.

Orange line icon of a flow chart

Simplify

Execute routine tasks (moves, adds, changes, and deletes) and make bulk changes from a single, easy-to-use interface.

Starfish Provisioning Solution for Amazon Connect automates communication management workflows by integrating with different IT business applications including Microsoft Azure Active Directory, ServiceNow and Workday. Business applications can trigger transactions comprised
of multiple tasks to an intelligent rules-based workflow engine that auto-provisions or de-provisions communication resources for contact center agents.

Starfish Provisioning Solution for Amazon Connect simplifies even the most complex day-to-day provisioning tasks. By enabling specific users or delegated administrators to provision and manage the environment of Amazon Connect, Starfish automation is more efficient and helps save enterprises time and resources while also reducing service order backlogs.

Starfish Provisioning Solution For Amazon Connect Dashboard

Provisioning Portals

Starfish Provisioning Manager simplifies day-to-day complex provisioning tasks by enabling specific users or delegated administrators to provision and manage multiple instances of Amazon Connect.

Starfish Connectors for Amazon Connect

Microsoft Azure AD Connector

Azure AD Connector enables end to end automation of provisioning agent accounts and associated resources.  Azure AD Connector monitors Azure AD and triggers workflows to change agent configurations. The connector can respond to any changes in Azure AD users including:

  • Creation of new user
  • Changes to attributes or membership in AD groups
  • Enable/disable users
  • Deletion of users, including soft deletes.

Configuration templates that include skills are mapped to AD attributes and security groups. Any change in AD user object can trigger corresponding changes to the agent configuration. Automatic phone number management allocates extensions and DIDs from ranges associated with values in designated attributes.

When users are added or modified in Azure AD, Starfish automates the provisioning of agents and their resources such as skills, queues, roles, etc.  When agents are disabled or deleted from Azure AD, all related resources are automatically de-provisioned, thereby addressing security concerns and facilitating efficient re-use of resources.

ServiceNow Connector

The ServiceNow Connector is a set of web services triggered by ServiceNow forms for automatic resolution of service requests.

Service requests can be submitted to add, remove or reconfigure agent resource configurations. Upon submission, the ServiceNow form invokes the corresponding web service with arguments prompted from the user. The web service executes the requested workflows and updates the service request status with details of the transactions executed.

The connector enables end users or admins to submit service requests directly to the Starfish workflow engine for execution. Based on the customer’s specific requirements, service requests can be automatically processed, updated, and closed in a matter of seconds.

Workday Connector

The Workday Connector is a set of web services triggered by Workday to onboard, offboard and change agent profiles and associated resource configurations as users are added, changed and removed in Workday.

Starfish utilizes Workday for automatic processing of communication requests. Phone numbers can be synchronized in user records when changes are made to the communication system. Updates are made in real-time making Workday an authoritative source of user-to-phone number mapping. Workday can then propagate this data to other applications in the enterprise.

 

 

The Starfish Automation Platform

Key Features

 

Substantially reduces administrative overhead and total cost of ownership by automating lifecycle management of contact center agents.

Consistently and efficiently executes tasks and work orders eliminating the need for re-work caused by human error.

Eliminates security concerns by automatically disabling agent communication resources when users leave the organization.

Facilitates efficient re-use of communication resources by automatically de-provsioning agent communication resources when agents leave the organization.

Provides a comprehensive number management system replacing cumbersome manual processes.

Automate agent skills in real time. Execute multiple re-skilling tasks in bulk on a scheduled basis.

For a live demo of Starfish products and solutions, just submit the request form or give us a call at 908-243-2900, option 1.

Request a Demo