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

Analytics costing

There are several ways that you can extract analytics from Amazon Connect. You could use Elastic Stack or other third-party analytics and search tooling. You can also use AWS native services as well, and those are the ones that we are going to focus on in this book. I love serverless technologies. They are services where you don't need to worry about the size of servers, how and when to patch them, or even how to make them highly available. With serverless services, all you need to do is configure and use them. AWS handles all the messy stuff that doesn't add any value for you.

Since we are using these services, it won't be one-stop shopping. We are going to need some services to make it all work. The services are feature-rich but designed for a specific task. The movement of data from your Connect instance through a graphical interface has several subtasks. These tasks will each be performed by an individual AWS service. The services we will need...