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

Other ways to integrate into contact flows

The voicemail solution is rather impressive from a technology standpoint, being completely serverless and offering transcription. Unfortunately, it doesn't provide a lot of permutations for the integration. It's up to you to create the necessary changes to make it a better fit for your implementation.

In the next section, I will demonstrate possible changes that you can make to integrate the solution better. Of course, it's highly dependent on the requirements of your individual call center's needs. This diversity is probably why the solution doesn't include any other options. However, it still would have been nice for them to at least give some ideas.

Removing the extension prompt

The first way you can improve upon the implementation is to remove the need to enter an extension to leave a voicemail. In my opinion, this would be a vital change to make. I have never had to enter an extension to leave a voicemail...