Sold by: EKPK
Agent engagement for Amazon Connect: a live leaderboard inside the agent workspace, a supervisor console with challenges and rewards, and a floor wallboard. Quality-weighted scoring, deployed into your own AWS account.
Overview
Arena turns the activity your Amazon Connect instance already produces into a live, fair leaderboard that agents see inside the Connect agent workspace. Points come from handled contacts, Contact Lens evaluations, customer sentiment, survey answers, kudos from teammates, and quality streaks. Quality outweighs speed by design: a fast contact earns a little more, an evaluation earns much more, and an evaluation auto-fail removes points that no setting can soften. Quality is measured on every contact, not only the few that are reviewed: Arena scores Contact Lens customer sentiment on each analysed contact and post-contact survey answers, and neither ever deducts points. Supervisors get a console with the team leaderboard, anomaly flags (agents gone quiet, high volume with low quality, low customer sentiment, auto-fails), a tunable scoring mix, challenges measured from Connect data rather than self-reports, and a reward catalog with approval. A coaching workflow turns any flag into a plan with an agreed action, a follow-up date and before-and-after numbers, which the agent acknowledges in their panel. A results report compares any period with the one before it, for the team and for each agent, and exports to CSV. A wallboard runs on a floor TV with a sign-in-free link. Arena deploys as a CloudFormation stack into your own AWS account. Agent data never leaves it. Setup is a launch link from this listing, two settings in the Connect console, and users synced from your Connect directory.
Highlights
- Leaderboard, points and streaks inside the Connect agent workspace, updated within seconds of each contact.
- Quality measured on every contact: evaluations, Contact Lens customer sentiment and survey scores, with coaching plans that show before and after.
- Runs in your own AWS account with one CloudFormation launch; about $15 a month of infrastructure.
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Pricing
Pricing is based on actual usage, with charges varying according to how much you consume. Subscriptions have no end date and may be canceled any time.
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Dimension | Description | Cost/unit |
|---|---|---|
Active agent-day | One agent with scored activity on a day (UTC). About 12 USD per agent per month. | $0.75 |
Vendor refund policy
Cancel any time from AWS Marketplace. Usage is billed monthly in arrears for agent-days actually reported by your deployment, and no usage is reported after cancellation. If you believe you were charged in error, contact EKPK LLC through the support contact on this listing within 30 days of the charge and we will review and refund undisputed billing errors through AWS Marketplace.
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Email support@arenaforconnect.com for help; we respond within one business day. Support page: https://arenaforconnect.com/support.html Privacy policy: https://arenaforconnect.com/privacy.html Deployment guide, setup scripts, release notes and an issue tracker are at https://github.com/Kouros99999/arena-for-connect Arena runs inside your own AWS account; support never needs access to your data.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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