Introduction
Amazon Connect is an easy to use, omnichannel cloud contact center that helps companies provide superior customer service at a lower cost.
Amazon Connect provides a unified set of ML-enabled capabilities for managing your customer and agent experience – all available with pay-as-you-go pricing.
You can set up a contact center in minutes that can scale to support millions of customers in minutes. It support fours channels: Voice, Social, Web Chat, Email
Create an Instance
1.Logon the AWS console with your account and choose which region you would like to create your AWS connect instance.Then search the AWS connect service.
2.Click "Add an Instance"
3.Choose the "Store users in Amazon Connect" option. All users of AWS Connnect will be managed in the AWS Connect instance. If there is the existing Active Directory in your environment, the two rest of the options are better options. Input your instance name there, that link will be your AWS Connect Access URL.
4.Create your Admin account
5.Allow incoming and outgoing calls. Incoming call allow the customer to call you. Outgoing calls allow your agent can call back to the customer
6.Choose your own S3 buckets for call recording and chat text recording Or this default S3 bucket will be generated for you when the instance is creating.
7.Finally,you can review your instance setting and create it
8.Open the Access Url and Logon your AWS Connect
Conclusion
You have created your own contact center successfully. AWS Connect is SaaS.It means you don't need to waste much time and money for the infra and platform management, such as data protection, instance resilience etc. Typically, in the real project, the AWS Landing zone should be designed and implemented first, such as accounts, network etc. Until now, the customer can't call you or your can't call the customer because there is no real claimed phone number in your contact center. Next we will discuss how to claim your phone number and setup a simple contact flow
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