Sign In Start Free Trial
Account

Add to playlist

Create a Playlist

Modal Close icon
You need to login to use this feature.
  • Book Overview & Buying Amazon Connect: Up and Running
  • Table Of Contents Toc
  • Feedback & Rating feedback
Amazon Connect: Up and Running

Amazon Connect: Up and Running

By : Jeff Armstrong
5 (12)
close
close
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)
close
close
1
Section 1: Planning
6
Section 2: Implementation

Creating a contact flow

Since we are getting deeper into call center deployment, it would probably be an excellent time to set the stage a bit more about what my demonstration call center will look like. To do this, we will need to cover some of the business objectives to be accomplished. These objectives will be some of the items that would be uncovered by the processes we discussed in Chapter 2, Reviewing Stakeholder Objectives.

In my scenario, I'm creating a call center for a hospital. It has been a common theme so far, so it seems fitting to continue with it. We will not work with any advanced features such as integrations or sentiment analysis for this phase of the implementation, but will add those features as we progress through the book. For this chapter, these are the criteria that we will be working with to deploy contact flows:

Feel free to use these criteria or invent your own. Try to stay close to the preceding design, as a significant...

Unlock full access

Continue reading for free

A Packt free trial gives you instant online access to our library of over 7000 practical eBooks and videos, constantly updated with the latest in tech
bookmark search playlist download font-size

Change the font size

margin-width

Change margin width

day-mode

Change background colour

Close icon Search
Country selected

Close icon Your notes and bookmarks

Delete Bookmark

Modal Close icon
Are you sure you want to delete it?
Cancel
Yes, Delete

Confirmation

Modal Close icon
claim successful

Buy this book with your credits?

Modal Close icon
Are you sure you want to buy this book with one of your credits?
Close
YES, BUY