Book Image

Amazon Connect: Up and Running

By : Jeff Armstrong
Book Image

Amazon Connect: Up and Running

By: Jeff Armstrong

Overview of this book

Amazon Connect is a pay-as-you-go cloud contact center solution that powers Amazon’s customer contact system and provides an impressive user experience while reducing costs. Connect's scalability has been especially helpful during COVID-19, helping customers with research, remote work, and other solutions, and has driven adoption rates higher. Amazon Connect: Up and Running will help you develop a foundational understanding of Connect's capabilities and how businesses can effectively estimate the costs and risks associated with migration. Complete with hands-on tutorials, costing profiles, and real-world use cases relating to improving business operations, this easy-to-follow guide will teach you everything you need to get your call center online, interface with critical business systems, and take your customer experience to the next level. As you advance, you'll understand the benefits of using Amazon Connect and cost estimation guidelines for migration and new deployments. Later, the book guides you through creating AI bots, implementing interfaces, and leveraging machine learning for business analytics. By the end of this book, you'll be able to bring a Connect call center online with all its major components and interfaces to significantly reduce personnel overhead and provide your customers with an enhanced user experience (UX).
Table of Contents (17 chapters)
1
Section 1: Planning
6
Section 2: Implementation

Testing the solution

To test the solution, make a call to the test number that you configured. When you call in, you should be prompted to enter the agent's extension that you want to leave a voicemail for. Leave a voicemail. When you are done, you can hang up the phone.

After a few minutes, you will receive an email with the voicemail's details, as shown in Figure 10.37. The email will contain the date and time that the call came in, the transcription, the caller's number, and a link to the voicemail recording.

To test that the S3 bucket is set up correctly, click on Click Here to listen to the voicemail. Note that the voicemail will expire. This expiration is based on the settings that we configured when we deployed the stack. The maximum duration that a voicemail can exist is 7 days. This limitation is based on S3 signed URLs and cannot be expanded:

Figure 10.38 – Voicemail email

You have now completed testing of the voicemail...