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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

Chapter 5: Base Connect Implementation

Amazon is known for creating easy-to-deploy and easy-to-use products. Connect too is reasonably simple to get started with. The problem is that although it's easy, it's not always easy to do it right. Let's take, for example, setting up an EC2 instance. If you go to the AWS site and look up the EC2 Getting Started page (https://aws.amazon.com/ec2/getting-started/), you will notice that they list five steps to get started with EC2. Although you can perform these five steps and be up and running, you won't have the account governance, audit logging, federated login, and dozens of other things that you should have. This "getting started" position might work OK for marketing but it just doesn't cut it for enterprise deployment.

In this chapter, we are going to not only cover setting up your Connect instance but also the items and considerations necessary to do it right. The goal isn't to just get it operational...

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