How does Amazon Connect Work?
The cloud telephony and contact center service AWS Connect commonly referred to as Amazon Connect, is provided by Amazon Web Services. Businesses construct call flows, rent phone lines, and establish users while also setting up their own instances of Amazon Connect. Users or call center representatives can log in to Amazon Connect via a web browser, a desktop client app, or a mobile clients app like Comstice Softphone or Comstice Mobile Connect.
Customers dial the numbers, and Amazon Connect call flow routes the call to the appropriate group, chooses an agent from the pool of candidates, and transfers the call to her desktop computer, mobile phone, or tablet. It is possible to report and record every action. The Amazon Connect instance helps us in our efforts to deliver the best customer service by providing a range of options to build it. All of these services can be found in the cloud.
The steps involved in setting up Amazon Connect can be broken down as shown below:
- Log in: Sign in using your account to the Amazon Connect Console.
- Create an instance: This is where all data for the contact centre will be kept.
- Configure phone numbers: In order to use voice-supported centres, you must claim a phone number. Either use your own phone number or get one from AWS.
- Specify the route: The right operation queues should be located. Declare whether agents must create routing profiles using voice, chat, or tasks.
- Establish contact flows: This will define the complete customer experience journey from start to finish. Remember that a single contact flow may be utilised for voice, chat, and tasks.
- Create Profiles: Create profiles for agents and supervisors here, and assign them routing and security profiles.
In summary, First, the service center number must be requested. Before setting up the routing profiles, we need to construct queues for consumers with varied difficulties. The aid services’ operating hours might be extended. After that, we may design a contact flow that clients can use. These interaction patterns may be used with both voice and chat channels. We can also incorporate a chatbot using Amazon Lex to enhance customer care.
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.