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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

Chapter 13: Implementing Chat

As we discussed in Chapter 1, Benefits of Amazon Connect, the implementation of chat into your Amazon Connect instance is a major benefit to your organization. By implementing chat in Connect, you can use the same staff and skills to answer website and mobile application questions as you would on the phone. This synergy not only saves you expenses but also improves your customer experience by providing a universal feel.

The implementation of chat is highly dependent on your specific use case, be that a mobile application or a website, and what this is implemented with from a technology perspective. To understand the implementation of chat, we will take an approach similar to the one we took in Chapter 8, Interfacing Enterprise Applications, for the enterprise application integration. We will create a small mockup so that you can gain experience and background in the implementation of chat and then translate that into your environment. In this chapter...

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