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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

Summary

Contact Lens' implementation is pretty simple, significantly easier, and more refined than the last two implementations that we have completed. Even though the implementation was easy, the value that Contact Lens brings to your organization is substantial. Contact Lens allows you to identify how your customers feel, which is significantly more important than any information that a conventional on-premises call center would be able to capture. Using the information we covered in this chapter, you will be able to create more rules to help specifically identify the conversations that are occurring in your call center, based on your stakeholders' needs.

We are nearing the completion of our call center implementation. The last aspect that we will cover for your call center is the implementation of text chat. We will cover this next, in Chapter 13, Implementing Chat.

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