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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 5: Base Connect Implementation

Amazon is known for creating easy-to-deploy and easy-to-use products. Connect too is reasonably simple to get started with. The problem is that although it's easy, it's not always easy to do it right. Let's take, for example, setting up an EC2 instance. If you go to the AWS site and look up the EC2 Getting Started page (https://aws.amazon.com/ec2/getting-started/), you will notice that they list five steps to get started with EC2. Although you can perform these five steps and be up and running, you won't have the account governance, audit logging, federated login, and dozens of other things that you should have. This "getting started" position might work OK for marketing but it just doesn't cut it for enterprise deployment.

In this chapter, we are going to not only cover setting up your Connect instance but also the items and considerations necessary to do it right. The goal isn't to just get it operational...

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