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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

Chat requirements

Adding chat to your application requires the design and implementation of custom code to interface with your Connect instance. Depending on the platform and programming languages used, the individual prerequisites that are needed change and are of too great a scope to cover in this book. Instead, we will cover what is necessary to establish a chat session, as this is universally applicable. With this information, you can determine the required pieces based on your implementation: an iOS, Android, or web-based application.

Also, there are several places where chat needs to be enabled in your Connect instance as well. Chat functionality doesn't need to be enabled on all queues if it doesn't fit your overall design or requirements. We will cover both of these aspects now.

Application requirements

For your application to establish connectivity to the Connect instance, it will first need to call the Amazon Connect Service (ACS) application programming...

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