Details zum E-Book

Amazon Connect: Up and Running. Improve your customer experience by building logical and cost-effective solutions for critical call center systems

Amazon Connect: Up and Running. Improve your customer experience by building logical and cost-effective solutions for critical call center systems

Jeff Armstrong

E-book
Amazon 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).
  • 1. Benefits and Capabilities
  • 2. Reviewing Stakeholder Objectives
  • 3. Planning your Call Flow Strawman
  • 4. Costing Analysis
  • 5. Base Connect Implementation
  • 6. Contact Flow Creation
  • 7. Creating AI Bots
  • 8. Enterprise Application Integration
  • 9. Implementing Call Back
  • 10. Implementing Voicemail
  • 11. Implementing call analytics
  • 12. Implementing Contact Lens
  • 13. Implementing Chat
  • Titel: Amazon Connect: Up and Running. Improve your customer experience by building logical and cost-effective solutions for critical call center systems
  • Autor: Jeff Armstrong
  • Originaler Titel: Amazon Connect: Up and Running. Improve your customer experience by building logical and cost-effective solutions for critical call center systems
  • ISBN: 9781800565937, 9781800565937
  • Veröffentlichungsdatum: 2021-04-23
  • Format: E-book
  • Artikelkennung: e_2a3n
  • Verleger: Packt Publishing