Summary

Although this solution's implementation was simplistic, it shows you how to interface with your enterprise application to drive value for you and your customers. The more functions you can automate, the lower your overall costs will be for operating your call center. I always recommend looking at automation whenever possible in your workflows.

This chapter covered deploying the CloudFormation template, which deployed the Lambda function and any other necessary AWS resources. From there, we created the contact flow by hand to demonstrate how to build integration and understand the pieces in play. Finally, we tested the solution to make sure that everything worked as expected. In the next chapter, we will dive deep into implementing callbacks in your call center.