Who this book is for
This book is for a range of staff at a company. It is laid out in two separate parts. Part one lays out the benefits, costings, and how to work with stakeholders for requirements gathering.
The second part of the book covers the technical implementation of Amazon Connect. It provides a detailed step-by-step implementation guide along with caveats, best practices, and personal anecdotes from my experience of working with the platform.
If you are technical and working on the implementation side of your call center, the entire book will be important material to cover. You will get a sound base and understanding of the capabilities and how to implement them.
If you're a project manager, manager, or C-suite executive, part one will be vitally important for you to review. It will allow you to make sound business decisions and ensure you understand all the capabilities.
