Section 1: Planning

Welcome to Amazon Connect: Up and Running. I designed this book to take you from idea inception to the implementation of your Amazon Connect deployment. To help you better absorb the information, the book has been split into two parts. The first part, comprising the first four chapters, focuses on some of Connect's planning items. The second part consists of the implementation.

I have seen many IT projects fail over my career. Most often, this is due to a lack of planning at the beginning of the project. I don't want to tell you cliches, such as if you fail to plan, you plan to fail. But then again, I guess I just did. We also won't go in-depth about how to plan and manage a project. We will cover in part 1 the planning aspects that are unique and directly related to Connect.

One of the most important things to understand when you're kicking off a new project is why you're doing it. Figuring out what and how is the easy part. Where...