Advantages of Amazon Connect
Listed below are the advantages of using Amazon Connect rather than the traditional method.
- We can start working right away because no hardware installation is required. You can quickly get what you desire with only a few clicks.
- Amazon Connect provides a practical way. You can start out with a price of 0%. There are certain limitations on how you may use the free tier of AWS Connect services, though.
- The time and labor required to develop a chatbox from scratch are reduced by the built-in chatbots.
- Scaling Amazon Connect is a matter of seconds. Additional virtual infrastructures can be added at any time.
- Numerous helpful features are available, and connecting to other AWS services is straightforward.
- Built-in analytics tools may be used to better understand the experiences of both customers and agents.
- Most operations are automated via AWS Connect, which reduces labor costs.
What is Amazon Connect?
Pre-requisite: AWS
Using the AWS cloud service Amazon Connect, we can easily set up a contact center with only a few clicks. The number of agents may be altered at any time to suit the situation’s needs thanks to its excellent scalability. It enables customer service representatives to interact with customers similarly using an on-site contact center setup.
Let’s look at a couple of configuration concepts for AWS Connect
- Telephone: Amazon Connect offers a number of call-making and call-receiving alternatives. It manages the technical setup required to keep the phone services running.
- Chat: Amazon Connect also provides chat support options. Customers may communicate with contact center representatives or staff using any device. It allows continuing a chat conversation on a different device or starting up where you left off.
- Tasks: Amazon Connect Tasks are used to control the flow as well as to distribute calls, set priorities, and keep an eye on issues. These activities can be automated using other AWS tools and services.
- Routing Profile: A routing profile, which serves as a template of rules, decides which contacts an agent will receive. It is also used to determine the routing priority. Each agent receives a Routing Profile. Multiple agents can utilize the same routing profile.
- Queues: Standard and Agent: Calls from clients are first placed in the standard queue before being routed to an agent. When a new agent joins the contact center, the agent queue is automatically updated.
- Queues: weight and duration Important Delay and Priority are features of Amazon Connect. They aid in load balancing the contact center by allocating the incoming traffic across the groups of agents based on priority.
- Channels and Concurrency: An agent is in charge of overseeing tasks, calls, and discussions. An agent will not, however, be assigned any other assignments, chats, or calls until he has finished the one he is now on. In a separate situation, an agent may accept a discussion and subsequently receive 10 further conversations, but no assignments or phone calls.
- Flows: Flow is in charge of determining the customer experience right from the start of the contact support provided.