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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

Base Connect charges

You might think that Connect is just like an on-premises phone system, and there is a barrier-to-entry cost. But you would be wrong. This is one of those times where it feels good to be incorrect, right? One of the most significant cost savings with Connect is that you don't have that huge upfront expenditure as you do with other systems. The software, since there isn't any hardware, is free. This fact will put your project at least tens of thousands or even hundreds of thousands in capital ahead of any conventional system.

Tip

A word of caution: prepare to explain this discrepancy to management if you are replacing an existing system. This explanation will become even more critical if you aren't running other cloud workloads and management isn't used to the costing models. You won't want them to think that you are somehow misrepresenting the costs for a favorable outcome. The discussion shouldn't be that difficult, but it might...

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