Amazon Connect: Up and Running: Improve your customer experience by building logical and cost-effective solutions for critical call center systems

Description

Explore Amazon Connect, from implementing call flows and creating AI bots to integrating artificial intelligence solutions and analyzing critical customer sentiment Key FeaturesDiscover how to integrate chat with Connect to allow organizations to reduce operations costsLeverage machine learning to perform natural language processing (NLP) for analyzing customer feedback and trendsLearn how to integrate your enterprise application with Amazon ConnectBook Description 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). What you will learnBecome well-versed with the capabilities and benefits of Amazon ConnectDetermine cost-effective solutions by integrating Connect with AWSCreate, modify, and connect contact flows to improve efficiencyBuild a conversational interface with Amazon LexFind out how to transfer contact records out of Connect via KinesisGather user insights and improve business operations with Amazon QuickSightAnalyze customer-agent conversations with ML speech analytics capabilitiesDiscover ways to provide superior customer service at a lower costWho this book is for This Amazon Connect book is for anyone looking to save costs and improve their customer experience through a more advanced call center using Amazon Connect and other AWS capabilities. A technical understanding of Amazon Web Services (AWS) and beginner-level business administration experience are necessary to address cost concerns and risks. Table of ContentsBenefits and CapabilitiesReviewing Stakeholder ObjectivesPlanning your Call Flow StrawmanCosting AnalysisBase Connect ImplementationContact Flow CreationCreating AI BotsEnterprise Application IntegrationImplementing Call BackImplementing VoicemailImplementing call analyticsImplementing Contact LensImplementing Chat Cover Title Page Copyright and Credits Contributors Table of Contents Preface 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 Why subscribe? 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