Amazon connect: up and running : improve your customer experience by building logical and cost-effective solutions for critical call center systems / Jeff Armstrong.

Format:

Book

Author/Creator:

Armstrong, Jeff, author.

Language:

English

Subjects (All):

Computer science.

Physical Description:

1 online resource (338 pages) : illustrations

Place of Publication:

Birmingham, England : Packt Publishing, Limited, [2021]

System Details:

Mode of access: World Wide Web.

Summary:

Explore Amazon Connect, from implementing call flows and creating AI bots to integrating artificial intelligence solutions and analyzing critical customer sentimentKey FeaturesDiscover how to integrate chat with Connect to allow organizations to reduce operations costsLeverage machine learning to perform natural language processing (NLP) for analyzing customer feedback and trendsLearn how to integrate your enterprise application with Amazon ConnectBook DescriptionAmazon Connect is a pay-as-you-go cloud contact center solution that powers Amazon’s customer contact system and provides an impressive user experience while reducing costs. Connect's 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 Connect's 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, you'll 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, you'll 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 learnBecome well-versed with the capabilities and benefits of Amazon ConnectDetermine cost-effective solutions by integrating Connect with AWSCreate, modify, and connect contact flows to improve efficiencyBuild a conversational interface with Amazon LexFind out how to transfer contact records out of Connect via KinesisGather user insights and improve business operations with Amazon QuickSightAnalyze customer-agent conversations with ML speech analytics capabilitiesDiscover ways to provide superior customer service at a lower costWho this book is forThis 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.

Contents:

Amazon connect: up and running : improve your customer experience by building logical and cost-effective solutions for critical call center systems

Contributors

Table of Contents

Preface

Section 1: Planning

Chapter 1: Benefits of Amazon Connect

Chapter 2: Reviewing Stakeholder Objectives

Chapter 3: Sketching Your Contact Flows

Chapter 4: Connect Costing

Section 2: Implementation

Chapter 5: Base Connect Implementation

Chapter 6: Contact Flow Creation

Chapter 7: Creating AI Bots

Chapter 8: Interfacing Enterprise Applications

Chapter 9: Implementing Callbacks

Chapter 10: Implementing Voicemail

Chapter 11: Implementing Call Analytics

Chapter 12: Implementing Contact Lens

Chapter 13: Implementing Chat

Other Books You May Enjoy

Index.

Notes:

Includes index.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

9781800565937

1800565933

OCLC:

1247656050