Amazon Connect Cheat Sheet

• Amazon Connect Customer (formerly Amazon Connect) is AWS’s cloud-based contact center service that enables businesses to manage customer interactions through voice and digital communication channels without maintaining traditional contact center infrastructure.
• Supports intelligent contact routing, automated customer interactions, and agent management.

Features

• Omnichannel support for voice, chat, email, tasks, and messaging.
• Create automated customer experiences using contact flows.

• Intelligent routing to direct customer contacts to appropriate agents.
• Interactive Voice Response (IVR) for automated voice interactions.
• Integrates with Amazon Lex to build conversational chatbots.
• Integrates with AWS Lambda to execute backend operations from contact flows.
• Contact Lens (now called conversational analytics) analyzes customer conversations using AI.
• Supports speech transcription, sentiment analysis, and sensitive data redaction.
• Real-time and historical metrics for monitoring contact center performance.
• Call recordings and chat transcripts can be stored in Amazon S3.

Concepts

• Instances
  • Represent a virtual contact center containing its configuration and resources.
  • Include users, queues, routing profiles, contact flows, and phone numbers.
• Contact Flows
  • Define the customer experience and determine how contacts are handled.
  • Created using a visual drag-and-drop flow designer.
  • Can invoke AWS Lambda functions and Amazon Lex bots.
  • Common types:
    • Inbound flow – Handles incoming customer contacts.
    • Customer queue flow – Defines what happens while customers wait in a queue.
    • Customer hold flow – Plays messages or music while customers are on hold.
    • Transfer to agent flow – Defines how contacts are transferred to agents.
    • Transfer to queue flow – Defines how contacts are transferred to queues.
    • Outbound whisper flow – Provides information to agents before connecting outbound contacts.
• Queues
  • Hold customer contacts while waiting for available agents.
  • Can be configured for different departments or customer service requirements.
• Routing Profiles
  • Determine which queues and communication channels an agent can handle.
  • Specify queue priorities, delays, and the maximum number of simultaneous contacts.
  • Each agent is assigned one routing profile.
  • Multiple agents can share the same routing profile.
• Users and Agents
  • Users represent individuals who access the contact center.
  • Agents handle customer interactions through the Contact Control Panel (CCP).
  • Security profiles determine what users can access and manage.
• Contact Control Panel (CCP)
  • Browser-based interface used by agents to manage customer interactions.
  • Allows agents to answer calls, respond to chats, transfer contacts, and manage their availability.
• Contact Records
  • Store information about customer interactions.
  • Include Contact ID, timestamps, agent details, queue information, and contact attributes.
  • Used for reporting, analytics, and troubleshooting.
• Contact Attributes
  • Store information associated with a customer contact.
  • Can be used in contact flows to personalize interactions and determine routing decisions.
  • Examples include customer ID, account number, and issue category.

Integration with other AWS services

Amazon Connect Pricing

• Uses a pay-as-you-go pricing model.
• Charges depend on the communication channels and features used.
• Voice – Charged based on usage duration, with additional telephony charges.
• Chat – Charged per message sent or received.
• Email – Charged per email sent or received.
• Tasks – Charged per task created.
• Additional charges may apply for integrated AWS services such as Amazon S3, AWS Lambda, and AWS KMS.

Amazon Connect Cheat Sheet References:

https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html

https://docs.aws.amazon.com/connect/latest/adminguide/connect-feature-overview.html

https://aws.amazon.com/products/connect/customer/pricing/