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

Chapter 11: Implementing Call Analytics

Connect comes with built-in analytics capabilities. You can watch your call center in real time, allowing you to see how many callers are in the queue and how many agents are active. You also can view historical metrics, giving you an insight into how your call center was operating in the past.

Unfortunately, the reports that are available in the default system are a bit clumsy, and you can't customize them to your needs. You can change some of the parameters. However, for the most part, you are limited. Thankfully, Amazon has released a solution that enhances the capability of the reporting for Connect. The solution is similar in deployment to the voicemail solution.

In this chapter, we will walk through the deployment of the reporting solution and connect it to your Amazon Connect instance. We will also cover how to customize the reporting to meet your needs in the QuickSight tool. In this chapter, we will cover the following topics...