What this book covers
Chapter 1, Benefits of Amazon Connect, teaches you about the benefits of Connect so you have a strong foundational understanding of what kinds of capabilities your company can implement.
Chapter 2, Reviewing Stakeholder Objectives, covers how understanding your stakeholders' objectives is critical to ensure your implementation's success. This chapter will cover the kinds of questions to ask your stakeholders to extract the correct information.
Chapter 3, Sketching Your Contact Flows, details how, after you understand your stakeholders' needs, it's best to create contact flow strawmen to create something tangible to be used later in the process. This chapter will cover the types of contact flows and contact flow components, and how to put them together to meet your stakeholders' objectives.
Chapter 4, Connect Costing, outlines how, since a proper Amazon Connect deployment includes many AWS services, costing can be complicated. In this chapter, we review all the services used in the book and how to estimate costs for your operations.
Chapter 5, Basic Connect Implementation, details the deployment of a basic Amazon Connect implementation. It will form the base to which we will add the rest of the functionality in the remainder of the book.
Chapter 6, Contact Flow Creation, outlines the creation and modification of contact flows as the most common administration function performed in Connect. This chapter will cover common ways to create, copy, and import/export contact flows.
Chapter 7, Creating AI Bots, shows how using Lex to provide advanced AI bot capabilities is one of the easiest ways to improve your customer's experience. In this chapter, we will demonstrate how to change an Interactive Voice Response (IVR) into an intelligent AI branching system.
Chapter 8, Interfacing Enterprise Applications, demonstrates that using advanced enterprise application interfaces is the best way to reduce your call center costs. Interfaces allow Connect to perform advanced operations and self-service without the need for expensive agents. In this chapter, we cover how one of these interfaces might work using a mock interface.
Chapter 9, Implementing Callbacks, teaches you how to implement callbacks. Callbacks increase customer satisfaction by allowing them to go about their business without having to wait on the phone for an agent. We will focus not only on the technical implementation, but also on some customer issues that should be addressed to reduce concerns about line position.
Chapter 10, Implementing Voicemail, covers how, although it's true that callbacks are superior for clients over voicemail, there may be situations where voicemail is still a necessary option. We will cover what these options might look like in this chapter, as well as how to implement a solution.
Chapter 11, Implementing Call Analytics, outlines the built-in analytics that come with Connect, but shows that they aren't highly customizable. We will cover how to implement more advanced analytics capabilities using additional AWS services.
Chapter 12, Implementing Contact Lens, discusses the ability to know how your customers feel as a vital aspect in improving overall customer satisfaction. In this chapter, we will cover how to implement Contact Lens to gather customer sentiments.
Chapter 13, Implementing Chat, shows how Connect allows you to use the same staff and contact center to address both typical voice communication and chat. Chat offers another channel that allows your customers to communicate directly from your website or mobile application. We will cover how to implement and configure chat in your Connect instance in this chapter.