Amazon Connect - Up and Running: Improve your customer experience by building logical and cost-effective solutions for critical call center systems (Paperback or Softback)

Armstrong, Jeff

ISBN 10: 1800563833 / ISBN 13: 9781800563834

Edité par Packt Publishing 4/23/2021, 2021

Amazon Connect - Up and Running: Improve your customer experience by building logical and cost-effective solutions for critical call center systems. N° de réf. du vendeur BBS-9781800563834

Synopsis :

Explore Amazon Connect, from implementing call flows and creating AI bots to integrating artificial intelligence solutions and analyzing critical customer sentiment

Key Features:

• Discover how to integrate chat with Connect to allow organizations to reduce operations costs
• Leverage machine learning to perform natural language processing (NLP) for analyzing customer feedback and trends
• Learn how to integrate your enterprise application with Amazon Connect

Book Description:

Amazon Connect is a pay-as-you-go cloud contact center solution that powers Amazon's customer contact system and provides an impressive user experience while reducing costs. Connect's scalability has been especially helpful during COVID-19, helping customers with research, remote work, and other solutions, and has driven adoption rates higher. Amazon Connect: Up and Running will help you develop a foundational understanding of Connect's capabilities and how businesses can effectively estimate the costs and risks associated with migration.

Complete with hands-on tutorials, costing profiles, and real-world use cases relating to improving business operations, this easy-to-follow guide will teach you everything you need to get your call center online, interface with critical business systems, and take your customer experience to the next level. As you advance, you'll understand the benefits of using Amazon Connect and cost estimation guidelines for migration and new deployments. Later, the book guides you through creating AI bots, implementing interfaces, and leveraging machine learning for business analytics.

By the end of this book, you'll be able to bring a Connect call center online with all its major components and interfaces to significantly reduce personnel overhead and provide your customers with an enhanced user experience (UX).

What You Will Learn:

• Become well-versed with the capabilities and benefits of Amazon Connect
• Determine cost-effective solutions by integrating Connect with AWS
• Create, modify, and connect contact flows to improve efficiency
• Build a conversational interface with Amazon Lex
• Find out how to transfer contact records out of Connect via Kinesis
• Gather user insights and improve business operations with Amazon QuickSight
• Analyze customer-agent conversations with ML speech analytics capabilities
• Discover ways to provide superior customer service at a lower cost

Who this book is for:

This Amazon Connect book is for anyone looking to save costs and improve their customer experience through a more advanced call center using Amazon Connect and other AWS capabilities. A technical understanding of Amazon Web Services (AWS) and beginner-level business administration experience are necessary to address cost concerns and risks.

À propos de l?auteur:

Jeff Armstrong has 25 years of information technology experience, working in several industry verticals for startups and Fortune 100 companies alike.

For the past six years, he has been working as an architect in the application modernization space. Jeff is also an avid programmer, having worked in nine different languages throughout his career. He has obtained nine AWS certifications and is also CISSP certified.

Jeff believes in self-innovation and continued education. He holds a bachelor’s degree in business administration and a master’s degree in information technology and assurance. He also holds a certificate in strategy and innovation from MIT Sloan and a certificate in executive leadership from Cornell.

Détails bibliographiques

Titre : Amazon Connect - Up and Running: Improve ...
Éditeur : Packt Publishing 4/23/2021
Date d'édition : 2021
Reliure : Paperback or Softback
Etat : New
Type de livre : Book