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Amazon Connect: Up and Running

Amazon Connect: Up and Running

By : Jeff Armstrong
5 (12)
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Amazon Connect: Up and Running

Amazon Connect: Up and Running

5 (12)
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)
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1
Section 1: Planning
6
Section 2: Implementation

Importing voicemail contact flows

In the previous section, we used the voicemail solution to create the instance's necessary contact flows. This process is beneficial as it saves you the time of having to create them by hand. Creating them by hand might be error-prone and require additional testing and diagnosis if you had to complete it all yourself. Now we need to import those flows so that we can complete the installation. We will follow the same process that we did in Chapter 6, Contact Flow Creation, to import the flows.

Since we have already covered this process in depth, we won't go through all of the steps here. We will instead just do a quick highlight recap:

  1. The first flow that we want to import is the agent flow. This flow is a customer queue flow. Since this type of flow is not the default, we will need to select it from the drop-down arrow instead of clicking the Create flow button. Use Figure 10.25 for a quick reference:

    Figure 10.25 – Customer...

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