What makes up a basic Amazon Connect Call Center?
Clearly the self service configuration of an AWS Connect instance is easy enough for a call center supervisor to setup! The drag and drop “contact flow” steps are easy to understand and simplify the configuration of a basic inbound call center. There are however many other services in the AWS Cloud tool kit that even a basic call center will need to draw on. These basic services include Polly text to speech, S3 storage “buckets” for phone recordings and reports at a minimum.
Many applications will require some kind of database to hold custom routing data. This database would be accessed by Lambda functions that will require a competent software engineer to write, test, deploy and maintain. Recently we had a request to route calls in a “round robin” manner. Out of the box, AWS Connect wants to send the caller to the next available agent in the target CSQ.
DynamoDB and Lambda the power duet!
Using Dynamodb and Lambda functions we could maintain not only a list of agents in the “round robin” but note which agent received the last phone call and which agent should get the next phone call!
How about a Holiday Schedule of closings? Or better yet a facility that would enable a supervisor to close a queue for a team meeting and also create a custom prompt to be played to callers during the closed time period on an “ad hoc” basis? Again you will need some Lambda code and a dynamoDB database!
Did you want to setup TEXT notifications for emergency after hours notifications to “on call” personnel? That would also require some software engineering and the use of AWS Pinpoint and SNS to make that requirement happen.
Real Time metrics of Agent activity and status along with Queue activity, including longest waiting caller and maybe a list of callers in queue by caller ID are opportunities to test your front end GUI web development skill set.
Lose the IVR and use LEX!
LEX is a very popular speech recognition engine that understands natural language speech and get really help eliminate that so 80’s touch tone IVR call tree we have all come to loath! It is way more entertaining and useful to use LEX than push buttons on a phone set!
The good news is that as your requirements for more sophisticated applications continue to unfold across the operational time line of your call center, AWS has all the services you could possible require! From AI to Transcription services, translation service, comprehension and advanced CRM integrations like EPIC and Saleforce, AWS has it all.
You just need to tap the talents of folks that are not only call center savvy, but full stack web developers, with database expertise!
Give us a call, we would love to help you realize your call center dream!
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