Section 2: Implementation

Part 1 of this book is centered around gathering the intelligence required to deploy your Connect call center. Now that you have captured your business requirements, sketched out your call flows, and estimated your costs, you should be at the point in the project where you need to start implementing your Connect instance.

The rest of the book will focus on how rather than why. You have carefully crafted your why stories in Part 1. We will now take those stories and translate them into functional products. The focus will be on the technical aspects, and we will guide you through a complete implementation. Most of the benefits discussed will be covered to tell you about them and demonstrate them.

I encourage you to set up an AWS account to follow along with the next chapters. It is advised to use a sandbox account for the type of work we are doing to not disrupt any production workloads. Since we are primarily focusing on Connect, we will not cover the...