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

Deploying the CloudFormation template

The deployment of the analytics solution will be similar to the deployment we did for the voicemail solution. We will want to deploy a new stack in CloudFormation that will deploy new resources. To begin the process, enter into the CloudFormation console:

  1. Click on the Create stack button in the upper-left corner of the screen. You can reference Figure 11.13 for a refresher:

    Figure 11.13 – Creating a stack

  2. Since we don't have any resources already deployed that we want to import, we need to choose the With new resources (standard) menu item (Figure 11.14):

    Figure 11.14 – New resources

  3. When we get to the Create stack screen, we want to upload a template file. Choose the file that you modified to upload. Make sure not to choose the original file downloaded from AWS. It won't work with our deployment of Connect. Before you click the Next button, validate that your settings match Figure 11.15:

    Figure 11.15 –...