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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
Tools
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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

Exporting and importing contact flows

The final way of creating a contact flow that we will cover is via exporting and importing. This capability is advantageous if you have more than one Connect instance. You might have this situation if your company is operating on more than one continent. Importing and exporting allows you to migrate work you have done in one instance to another instance, with minimal effort. There will be some changes that need to be made to make the flows work once imported, and we will discuss them as we work through the flows.

Important note

Before we can begin working on the department flows, we need to create the departments' queues. Refer to Chapter 3, Sketching Your Contact Flows, on how to create the necessary queues.

Since we haven't created any department flows yet, we will have to pick an existing flow to export as our baseline. I have chosen to use the Sample customer queue flow as the baseline for the departments. To begin, edit...

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