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

Summary

In this chapter, we covered all the types of flows and all the components that go inside of those flows. Altogether, you just learned about 38 new pieces, way to go! Finally, we wrapped up how you can put the pieces together to build out your contact flows. The final step was a very important one. In the next chapter, we will cover costing your Connect instance. The information you created as part of this process will help you build your cost estimates.