Amazon Connect FAQs Flashcards
Yes. We encourage you to go to the Amazon Connect console and set up an Amazon Connect contact center now.
Q: Can I really set up Amazon Connect in minutes?
Yes. Please see the Amazon Connect customers web page and the AWS contact center blog channel.
Q: Do you have examples of how customers are already using Amazon Connect?
Yes. As part of the AWS Free Tier, the following usage is included with Amazon Connect for free each month for the first 12 months that you use the service:
Q: Is there a free trial for Amazon Connect?
Customers can call into your Amazon Connect contact center using any phone and speak to an agent. You can define other interactions with your customers in contact flows. For example, you can use voice or DTMF input, and text-to speech output using Amazon Polly, which can optionally be combined with Amazon Lex for natural language interactions.
Q: How do end-customers interact with Amazon Connect?
Agents use the Contact Control Panel (CCP) to interact with customers, such as answering calls, placing calls, or setting their status. For agent voice communications, Amazon Connect includes a web-based softphone for incoming and outgoing telephony, or agents can use a traditional telephone service using the PSTN.
Q: How do agents interact with Amazon Connect?
No. Telephony services are included with Amazon Connect, which is designed to scale to meet your telephony needs.
Q: Do I need to bring my own telephony provider to use Amazon Connect?
Yes. With Amazon Connect, calls are made over the Internet from a computing device like a PC, using the Amazon Connect softphone. The Amazon Connect softphone delivers high-quality 16kHz audio and, is resistant to packet loss to ensure a high quality call experience.
Q: Does Amazon Connect support high quality audio?
Yes. Amazon Connect enables you to store call recordings of customer interactions in Amazon S3. Interactions are not recorded unless an agent is connected. If multiple agents are connected, each will have an associated call recording.
Q: Does Amazon Connect support call recordings?
Yes, with Amazon Connect you can onboard specific business lines or agents to handle calls as needed. For example, if your local support team uses an on-premises system but your international agents need to work remotely, you can migrate any international team to Amazon Connect.
Q: Does Amazon Connect support hybrid contact centers?
By leveraging our open source reference implementation and a few lines of code, you can easily add Amazon Connect chat into your existing website or mobile app. Customizing and branding the chat experience is easy using Amazon Connect's APIs and client SDKs. Learn more » Q: Can I use Amazon Connect for just chat?
Q: How do I add Amazon Connect chat to my website or mobile app to enable my customers to contact me?
Yes. You can use Amazon Connect for just chat, just voice, or both. Existing instances of Amazon Connect are enabled for chat by default but you only pay for what you use.
Q: Can I use Amazon Connect for just chat?
Yes. Contact Lens for Amazon Connect is a set of machine learning (ML) capabilities integrated into Amazon Connect. With Contact Lens for Amazon Connect, contact center supervisors can better understand the sentiment, trends, and compliance risks of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback.
Q: Does Amazon Connect have integrated machine learning speech-to-text or sentiment analysis?
Amazon Connect provides a Contact flow editor that lets you drag-and-drop blocks onto the designer canvas, and then use connectors to connect the blocks in the flow. You can configure the settings for each block after adding it to the designer.
Q: How do I edit Amazon Connect Contact flows?
Yes. Amazon Connect has built in text-to-speech leveraging Amazon Polly. You can access all the languages and voices offered by Amazon Polly.
Q: Does Amazon Connect offer text-to-speech in Contact flows?
You can use an Amazon Lex chatbot in your Amazon Connect contact flow to interact with callers. Callers can provide input to the chatbot by either speaking an utterance or pressing digits on their keypads. Amazon Lex interprets the spoken utterance or dual-tone multi-frequency signaling (DTMF) digits entered on a keypad, and uses them to understand the caller’s intent, or for collecting slot information like a zip code or account number.
Q: How do I use Amazon Lex chatbots with Amazon Connect?
Contact attributes are pieces of data about a contact that you can use to personalize the customer experience, make routing decisions about contacts as they progress through your contact center orretrieve real-time metrics about the queues and agents in your contact center to dynamically route contacts based on queue and agent availability.
Q: What are contact attributes in Amazon Connect?
Yes. Contacts can be routed based on availability, agent skill set, customer sentiment, or past history.
Q: Does Amazon Connect support skills-based routing?
No. You can build once and use across channels. Amazon Connect has a single user interface, configuration, workflow, and routing engine for calls and chat.
Q: Do you have to recreate routing rules and profiles for each channel (e.g. voice and chat)?
Yes. You can adjust priority of contacts in the queue using the set routing priority block in an Amazon Connect Contact flow.
Q: Can I adjust the priority of contacts in queue?
Yes. You can use the comprehensive dashboard to define and monitor the service levels and agent occupancy performance indicators that are most important to you. You can configure the dashboard so that the metrics you care about are always visible. You can configure your dashboard from the home page of your Amazon Connect contact center instance.
Q: Can I create a dashboard to view the metrics reports I’ve defined?
Yes. Amazon Connect integrates with several AWS services to provide a richer depth of capabilities and customization, including:
Q: Does Amazon Connect work with other AWS services?
Yes. Amazon Connect is an open platform so it is easy to integrate with existing or other third party systems. Amazon Connect provides out-of-the-box integrations for leading customer relationship management (CRM) offerings, such as Salesforce and Zendesk, Workforce Management (WFM), and Analytics tools.
Q: Does Amazon Connect integrate with my existing or other third party systems?
Amazon Connect is built on a multi-tenant architecture, meaning multiple orginizational deployments share common AWS servers. With multi-tenant hosting, you have easy access to managed software, reduce costs associated with on-premises hardware, and can ensure complete security over your private data. You are no longer responsible for maintaining your hardware, and software is automatically updated as Amazon Connect adds new features.
Q: What type of architecture is Amazon Connect built on?
Yes. A set of APN Consulting Partners with the requisite AWS and Amazon Connect knowledge have been approved by the Amazon Connect team to help you successfully configure and implement Amazon Connect. Please refer to the Amazon Connect Partner website for a list of these partners, and check back for updates as additional partners are approved.
Q: Is there a network of consulting partners should I need their help?
With Amazon Connect, you only pay for what you use. There is a per minute charge for the Amazon Connect service. In addition to the charge for the service, there are also associated telecom charges for public switched telephone network (PSTN) usage. These charges are referred to as “Contact Center Telecommunications” charges on your AWS invoice.
Q: How much does it cost to use Amazon Connect?
The Amazon Connect application charge is calculated based on customer contact duration, with a 10-second minimum and per second granularity.
Q: How are usage charges calculated?
The answers to most questions about Amazon Connect can be found in the Administrator Guide.
Q: How do I get support for Amazon Connect?