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

Setting up S3 access

To configure the access to S3, we need to access the controls via QuickSight, instead of through S3. This configuration is a little bit different than most in AWS. You might think that you need to create an S3 bucket policy. However, this is not the case. I suspect that it's because of how the QuickSight service is deployed within AWS itself:

  1. To begin, find QuickSight in the AWS console. QuickSight is located in the Analytics section of the services list. Figure 11.20 highlights where QuickSight is located:

    Figure 11.20 – Accessing QuickSight

  2. Once you access the QuickSight console, we need to locate the admin menu. The admin menu is located in the upper-right corner of the screen. You can use Figure 11.21 to assist you in finding it:

    Figure 11.21 – QuickSight admin menu

  3. When you click on the menu, a drop-down menu will appear with several options to choose from. We want to select Manage QuickSight (Figure 11.22). This option will...