What is AWS Connect - The Complete Guide

Customers are the backbone of any business and of course businesses know that and are very concerned with customer support services. From electronic car toy company to Tesla, every business recognized the importance of customer support services and so AWS does and craft an exclusive cloud service precisely for customer support there comes AWS Connect. 

What are AWS Connect?  

AWS Connect is a complete customer service portal entirely built for businesses. Businesses can easily get access to AWS connect within a few steps and the pay scale is calculated based upon the usage metrics. In simple terms, AWS connect brings all kinds of customer-related calls and chats under cloud so that the customer support team can help customer anywhere at any time thus everything is stored in cloud.  

AWS connect will act as an open source so that users can integrate their account with salesforce. Its fantastic integration features let users provide a highly personalized way of contact and communication. One can connect AWS connect with any other AWS service to bring out innovative features. Let's have a look at them. 

AWS & AWS Connect: The Powerful Combo  

When we integrate/connect AWS connect with AWS magic will happen. Let's know what are the services that can be integrated with Amazon connect.  

1. AWS Lambda  
2. Users can connect AWS connect with AWS lambda to know more insights outside the AWS connect. This means that you can easily spot out many details like customers' recent activity, their orders and many things even if it is salesforce based.  
3. Amazon S3  
4. Amazon S3, storage service is created in parallel with AWS connect. All the call recordings, conversations in chats are automatically stored in Amazon S3. One can also use Amazon S3 Glacier for prolonged storage.  
5. AWS database  
6. AWS database allows user to check out and have access to all kinds of data in database which is very important in customer support. One can check out former information of any clients via this.  
7. Amazon Kinesis  
8. Once the interaction happens everything is recorded in contact records which are used for real-time and past progress reports. Amazon Kinesis helps out in streamlining that data into AWS database for BI analysis.  
9. ML/AI  
10. By integrating AWS connect with machine learning and artificial intelligence, you can provide features interactive voice response, text-to-speech, speech to text  
11. Amazon SNS  
12. Amazon simple notification service allows user to send and receive SMS with alerts and notifications so that the customer can't miss out the updates.  
13. Amazon cloudwatch  
14. Amazon CloudWatch collects all sorts of information like collects logs, service reports, performance reports, etc. 
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What's the concept of AWS Connect?  

There must be the intent behind the origin of any tech services. AWS connect holds the following concepts. Amazon itself represents AWS connect as an Omnichannel contact center which provides unified experience for multiple channels. Users can define the flow and can use the same profiles for all channels. The customer service team can handle everything from calls, chats, voice under one dashboard. 

The Contact Flow in Amazon Connect. 

The contact flow is an overall roadmap for a customer in reaching out the particular customer care. The admin can define the mode of contact with an engaging call to action. Many tools come this way. With Amazon Polly, users can customize pronunciation, pitch, and volume based upon the clients. 

In addition, the Connect service offers close to 100 metrics for tracking contact center performance in both historical and real-time reports. These reports can be exported by an administrator and stored in encrypted Simple Storage Service buckets. 

Tech Requirements 

To get complete access to amazon connect, you need some tech requirements. WebRTC is needed to support various browsers like chrome and Mozilla. 

Through an AMCS LLC-provided public switched telephone network, Amazon Connect makes voice communications possible. In addition to text-to-speech (TTS) conversion using Amazon Polly and natural language interactions using Amazon Lex, the service offers dual-tone multi-frequency signals. In order to communicate with customers, contact center agents either utilize a traditional phone or a web-based softphone. A Contact Control Panel is used to oversee these communications. 

Amazon Connect interacts with third-party labor management, analytics, and customer relationship management (CRM) technologies in addition to Amazon cloud services. 

Pricing details 

Amazon connect provides services in all the primary global languages and one can get started with AWS Free tier that offers 30 minutes per month of inbound and outbound calls, 500 messages and 100 tasks. The count varies depending upon the region. AWS connect has different pricing models depending upon the country and integrated service. 

Conclusion 

No doubt that AWS connect is an amazing service of amazon but the user needs to have in-depth knowledge about AWS to get the most from it. To make the job easier and get the best out of it, you can reach out AWS Managed Service providers They offer AWS connect managed services and manage your cloud data.