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Index
Amazon Connect: Up and Running
Contributors
About the author
About the reviewer
Preface
Who this book is for
What this book covers
To get the most out of this book
Download the example code files
Download the color images
Conventions used
Get in touch
Reviews
Disclaimer
Section 1: Planning
Chapter 1: Benefits of Amazon Connect
Exploring the benefits of Connect
Customer experience
Improved interaction
Interfacing with enterprise applications
Self-service
AI services
Multi-channel experiences
Surveys
Sentiment analysis
Reducing hard costs
No circuit costs
No long-term contracts
No long delays for implementation and upgrades
No demarcation extension costs
Extra equipment
Reducing soft costs
Summary
Chapter 2: Reviewing Stakeholder Objectives
Extracting critical information
Contact flow influencers
Business hours
Queues
Transfers
Callbacks
Voicemail
Integrations
Deployment influencers
Management
Reframing the conversation
Summary
Chapter 3: Sketching Your Contact Flows
Types of flows
Inbound contact flow
Customer queue flow
Customer hold flow
Customer whisper flow
Outbound whisper flow
Agent hold flow
Agent whisper flow
Transfer to agent flow
Transfer to queue flow
Flow components
Interactions
Settings
Branch
Integrate
Terminate/transfer
Putting the pieces together
Summary
Chapter 4: Connect Costing
Base Connect charges
Communications costs
Lambda costing
Invocations
RAM and duration
Lex bot costing
Contact Lens costing
Analytics costing
Kinesis Firehose
Glue
Athena
QuickSight
Summary
Section 2: Implementation
Chapter 5: Base Connect Implementation
AWS account prerequisites
VPC
Federation
Management roles
Deploying Connect
Logging in to your instance
Picking or transferring your phone number
Setting your hours of operation
Creating your call queues
Creating security profiles
Adding users
Summary
Chapter 6: Contact Flow Creation
Creating a contact flow
Editing an existing flow
Creating a contact flow from scratch
Copying contact flows
Exporting and importing contact flows
Putting it all together
Summary
Chapter 7: Creating AI Bots
Amazon Lex capabilities crash course
Creating your first bot
Connecting to Amazon Connect
Modifying the bridging contact flow
Summary
Chapter 8: Interfacing Enterprise Applications
Learning about your API capabilities
Understanding Lambda's capabilities
Solution overview
Retrieving required information
Deploying the solution via CloudFormation
Connecting Lambda to Connect
Creating the contact flow
Testing the solution
Summary
Chapter 9: Implementing Callbacks
Solution overview
Capturing the caller's number
Number validation
Implementing the callback contact flow
Summary
Chapter 10: Implementing Voicemail
Voicemail solution overview
Launching the solution
Configuring your instance
Using the management portal
Importing voicemail contact flows
Completing the settings
Testing the solution
Other ways to integrate into contact flows
Removing the extension prompt
Summary
Chapter 11: Implementing Call Analytics
Understanding the data flow
Configuring the CloudFormation Template
Capturing the ARN from a voicemail
Deploying the CloudFormation template
Setting up S3 access
Establishing analysis
Dashboarding with QuickSight
Summary
Chapter 12: Implementing Contact Lens
Enabling Contact Lens
Assigning user permissions
Understanding Contact Lens' capabilities
Creating Contact Lens rules
Summary
Chapter 13: Implementing Chat
Chat requirements
Application requirements
Connect instance requirements
Deploying contact flows
Gathering required information
Deploying the solution
Testing your chat experience
Summary
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