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

Your call center is starting to take shape now. This chapter is the first that dives into the new capabilities that Connect has to offer over existing on-premises systems. We covered the Connect contact flow modifications and the creation of the bot itself through the AWS console. You can use this same knowledge to create bots for other applications and websites—it's not just Connect-specific.

We will be creating more advanced bots later when we talk about enterprise application integrations in the next chapter. These will play a key role in how those integrations operate. This chapter lays a great foundation to build upon as we progress through the book.