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Amazon Connect: Up and Running

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

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Product type Paperback
Published in Apr 2021
Publisher Packt
ISBN-13 9781800563834
Length 338 pages
Edition 1st Edition
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Author (1):
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Jeff Armstrong Jeff Armstrong
Author Profile Icon Jeff Armstrong
Jeff Armstrong
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Table of Contents (17) Chapters Close

Preface 1. Section 1: Planning
2. Chapter 1: Benefits of Amazon Connect FREE CHAPTER 3. Chapter 2: Reviewing Stakeholder Objectives 4. Chapter 3: Sketching Your Contact Flows 5. Chapter 4: Connect Costing 6. Section 2: Implementation
7. Chapter 5: Base Connect Implementation 8. Chapter 6: Contact Flow Creation 9. Chapter 7: Creating AI Bots 10. Chapter 8: Interfacing Enterprise Applications 11. Chapter 9: Implementing Callbacks 12. Chapter 10: Implementing Voicemail 13. Chapter 11: Implementing Call Analytics 14. Chapter 12: Implementing Contact Lens 15. Chapter 13: Implementing Chat 16. Other Books You May Enjoy

Summary

Now that we have covered the benefits of Connect, you have hopefully created some strong stories as to how your company can use these benefits to its advantage. The customer experience benefits should give you some great "why" stories to communicate with other business units. The hard and soft cost savings will give you a great financial story to show. Finally, all of these things are possible by utilizing AWS services to create application interfaces. You may have some additional effort to complete the costing analysis and estimates. However, you should be well on your way to crafting the initial parts of your implementation plan.

The next part of the planning process involves gathering the business requirements from your stakeholders. You will not be able to judge the project scope, or how much the finished implementation will cost, unless you know what the business is trying to achieve. In the next chapter, we are going to cover how to extract this information, and how views will need to change to adapt to Connect's capabilities.

You have been reading a chapter from
Amazon Connect: Up and Running
Published in: Apr 2021
Publisher: Packt
ISBN-13: 9781800563834
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