Jeff Armstrong - 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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- Book: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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Explore Amazon Connect, from implementing call flows and creating AI bots to integrating artificial intelligence solutions and analyzing critical customer sentiment
Key Features- Discover how to integrate chat with Connect to allow organizations to reduce operations costs
- Leverage machine learning to perform natural language processing (NLP) for analyzing customer feedback and trends
- Learn how to integrate your enterprise application with Amazon Connect
Amazon Connect is a pay-as-you-go cloud contact center solution that powers Amazons customer contact system and provides an impressive user experience while reducing costs. Connects scalability has been especially helpful during COVID-19, helping customers with research, remote work, and other solutions, and has driven adoption rates higher. Amazon Connect: Up and Running will help you develop a foundational understanding of Connects capabilities and how businesses can effectively estimate the costs and risks associated with migration.
Complete with hands-on tutorials, costing profiles, and real-world use cases relating to improving business operations, this easy-to-follow guide will teach you everything you need to get your call center online, interface with critical business systems, and take your customer experience to the next level. As you advance, youll understand the benefits of using Amazon Connect and cost estimation guidelines for migration and new deployments. Later, the book guides you through creating AI bots, implementing interfaces, and leveraging machine learning for business analytics.
By the end of this book, youll be able to bring a Connect call center online with all its major components and interfaces to significantly reduce personnel overhead and provide your customers with an enhanced user experience (UX).
What you will learn- Become well-versed with the capabilities and benefits of Amazon Connect
- Determine cost-effective solutions by integrating Connect with AWS
- Create, modify, and connect contact flows to improve efficiency
- Build a conversational interface with Amazon Lex
- Find out how to transfer contact records out of Connect via Kinesis
- Gather user insights and improve business operations with Amazon QuickSight
- Analyze customer-agent conversations with ML speech analytics capabilities
- Discover ways to provide superior customer service at a lower cost
This Amazon Connect book is for anyone looking to save costs and improve their customer experience through a more advanced call center using Amazon Connect and other AWS capabilities. A technical understanding of Amazon Web Services (AWS) and beginner-level business administration experience are necessary to address cost concerns and risks.
Table of Contents- Benefits and Capabilities
- Reviewing Stakeholder Objectives
- Planning your Call Flow Strawman
- Costing Analysis
- Base Connect Implementation
- Contact Flow Creation
- Creating AI Bots
- Enterprise Application Integration
- Implementing Call Back
- Implementing Voicemail
- Implementing call analytics
- Implementing Contact Lens
- Implementing Chat
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Improve your customer experience by building logical and cost-effective solutions for critical call center systems
Jeff Armstrong
BIRMINGHAMMUMBAI
Copyright 2021 Packt Publishing
All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.
Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author(s), nor Packt Publishing or its dealers and distributors, will be held liable for any damages caused or alleged to have been caused directly or indirectly by this book.
Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.
Group Product Manager: Wilson D'souza
Publishing Product Manager: Vijin Boricha
Senior Editor: Rahul Dsouza
Content Development Editor: Nihar Kapadia
Technical Editor: Sarvesh Jaywant
Copy Editor: Safis Editing
Project Coordinator: Neil D'mello
Proofreader: Safis Editing
Indexer: Pratik Shirodkar
Production Designer: Joshua Misquitta
First published: April 2021
Production reference: 1240321
Published by Packt Publishing Ltd.
Livery Place
35 Livery Street
Birmingham
B3 2PB, UK.
ISBN 978-1-80056-383-4
www.packt.com
Jeff Armstrong has 25 years of information technology experience, working in several industry verticals for start-ups and Fortune 100 companies alike.
For the past six years, he has been working as an architect in the application modernization space. Jeff is also an avid programmer, having worked in nine different languages throughout his career. He has obtained nine AWS certifications and is also CISSP certified.
Jeff believes in self-innovation and continued education. He holds a bachelor's degree in business administration and a master's degree in information technology and assurance. He also holds a certificate in strategy and innovation from MIT Sloan and a certificate in executive leadership from Cornell.
Venkata Maniteja Alapati is a proven product manager with extensive experience in contact center technologies, digital experience, AI, UX, and SaaS technologies. His expertise spans multiple contact center technologies, such as Genesys, Avaya, Cisco, and Amazon Connect. He has been working on Amazon Connect since its release and has delivered projects with it in cloud contact centers. He holds a double bachelor's degree in electronics and computer science engineering and has certifications in multiple contact center products. He believes self-motivation and self-learning are key aspects for success.
I would like to thank my parents, wife, and daughter for supporting me throughout the review process.
Amazon Connect is by far one of the most powerful customer engagement services offered by AWS. Today, SMS and email are purely table stakes capabilities. If you want to up your customer service game, you need to address the elephant in the room: your outdated call center.
It doesn't matter what type of company you work for; you will most likely need a call center to handle customer calls. Those calls might be in the form of customer orders, customer issues, or maybe for facilitating scheduling. No matter what form your calls take, if you want to stand out from your competition, you need to provide customer value during those calls.
You might be wondering what customer value looks like in a call center. After all, aren't we just answering a phone? Absolutely not. You are providing your customer with an experience that will leave an impression just as much as your showroom, advertising, or website. It might even leave more of an impression. Many call centers are built to address customer problems. It doesn't matter what the problem was. If they have a terrible experience, they are going to let everyone know.
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