Black Box revolutionized contact center performance by replacing inefficient polling-based systems with a sophisticated, event-driven integration software architecture. Leveraging AWS EventBridge, Black Box’s software solution enabled the real-time ingestion and normalization of Genesys Cloud agent and queue data for seamless Avaya CMS compatibility. This technical overhaul eliminated reporting latency and reduced the maintenance overhead associated with custom-built logic. By implementing a serverless, cloud-native framework, Black Box provided the scalability needed to handle growing event volumes while ensuring true operational visibility. Ultimately, Black Box’s software-led transformation empowered the organization with a resilient, high-speed infrastructure that optimizes decision-ma

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