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

Putting it all together

With the departmental flows completed, we can go back to the branching flow and finish the Transfer to flow components, which currently send the callers to sample flows. When you edit the branching flow and edit an individual Transfer to flow component, the flow list will now show all your new department flows, as in the following screenshot. If you have some missing, you might have saved them instead of publishing them. They will not show up until they are published:

Figure 6.41 – Departmental flows list

When you have saved the component settings, continue editing the seven other transfer components for the correct departmental flows. When you have completed all of them, you can publish the flow, and it shouldn't error out. Remember that if you did make a mistake, Connect will highlight the error.

Once the branching flow is published, we can finally finish the entry-point flow. Edit the entry-point flow and modify the...