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

Exporting and importing contact flows

The final way of creating a contact flow that we will cover is via exporting and importing. This capability is advantageous if you have more than one Connect instance. You might have this situation if your company is operating on more than one continent. Importing and exporting allows you to migrate work you have done in one instance to another instance, with minimal effort. There will be some changes that need to be made to make the flows work once imported, and we will discuss them as we work through the flows.

Important note

Before we can begin working on the department flows, we need to create the departments' queues. Refer to Chapter 3, Sketching Your Contact Flows, on how to create the necessary queues.

Since we haven't created any department flows yet, we will have to pick an existing flow to export as our baseline. I have chosen to use the Sample customer queue flow as the baseline for the departments. To begin, edit...