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AWS User Groups of Florida
Add IOT to your Machine Learning Powered BlockChain
Contact Center
About Me
• Who am I?
• What’s my background?
• How am I using AWS?
• What do I want to accomplish in this presentation?
About Us
• Amazon Connect Go-to Consulting Partner
• Elemental Channel Partner
• Marketplace Channel Program
• Microsoft on EC2 Launch Partner
• Amazon FSx for Windows Launch Partner
• VMWare Cloud on AWS Managed Services Provider
• AWS 50 Certified
• Texas DIR contracted vendor (DIR-TSO-4146)
Agenda
• Amazon Connect Overview
• AWS Services “Well Integrated” with Amazon Connect
• Interfaces (IOT)
• Machine Learning Services
Amazon Connect Overview
• ACD-as-a-service
• ProvisionToll Free orToll Numbers
• Port in/port out existing numbers
• Outbound Caller ID Name + Number
• Pre-configurable speed dial numbers
• Environment ready within minutes from provisioning (regardless of size)
• Near-infinite capacity
• Simple pricing:
• Per minute, per leg (Inbound from customer, outbound to agent, platform usage)
• Per day, per number
• Supports Data encryption at rest with Key Management Service (KMS)
• Reports, Recordings
• Supports Data encryption in flight with customer supplied key
• Credit-card-in-IVR-collection
Amazon Connect Users
• Integrates with your existing technology footprint
• Active Directory (or use Directory Service)
• User provisioning requires less than 30 seconds of administrator time (point and click), can
be automated through API and supports bulk provisioning
• Connectivity
• WebRTC stream can be routed over Direct Connect
• Granular role/permission assignment; Does not need to conform
Traditional Administrator/Supervisor/Agent roles
• Empower your business to run their business
• Supports hierarchies (Supervisor, Lead,Tier 3,Tier 2,Tier 1, etc.) for
reporting purposes
• Administrative Changes are Logged
• Agent Status Changes are Logged
Amazon Connect Queues
• Supports Hours of Operations
• Define a maximum number of calls for overflow capabilities
• Supports prioritization and skill based routing (routing profile)
• Supports custom statuses (On Break, etc.) for reporting and routing
purposes
Amazon Connect Metrics
• Per Call
• CustomerTrace Record (CTR)
• Call Recording
• Sent to S3
• Administrator/Supervisor
• Trailing since midnight, Past n hours
• 30 minute granularity
• Built in reports/dashboards
• Real time + Historical
• Detailed data extracts
• CSV to S3, transferred hourly
• Basic
• CloudWatch
• Per Agent
• Agent Event
• Streams API
Amazon Connect Contact Flows
• IVR-as-a-service
• Each leg of the call can be influenced:
• What caller first hears
• What caller hears when in queue
• What caller hears when connecting to an agent
• What agent hears when connecting to a caller
• Enable/disable recording of caller/agent legs
• Play custom audio or text to speech (numerous languages and voices)
• Menus + Digit collection
• Percentage allocation, look ahead routing, error handling, timeout handling, default routing
• Speech to text/natural language processing (via Lex)
• Programmatic functions (via Lambda) – perform real time data lookup against nearly anything, based on
call data, pass results back to the call
• Pass data to Agent (via JavaScript API), CTR (via Kinesis) or lookup historically via
Administrator/Supervisory view
Interfaces
• Initiators
• Alexa Skill (API: Call Control + Data Stream)
• Alexa Calling (Literally, call)
• Click-to-Call (API: Call Control + Data Stream)
• Buttons/Sensors (API: Call Control to Dummy Number + Data Stream)
• Apps (API: Call Control + Data Stream)
• Phone (Literally, a call)
• Once initiated interact via:
• DTMF
• Voice (Bot)
• Voice (Agent)
• What this allows us to do:
• Combine modes to start an interaction out on a device, move to voice and ultimately move to an agent
Machine Learning - Layers of Abstraction
• Application Specific (All Levels)
• Amazon Comprehend (+Medical)
• Amazon Lex
• Amazon Polly
• Rekognition
• Amazon Transcribe
• Amazon Translate
• Amazon Macie
• Quicksight ML (Preview)
• Forecast (Preview)
• Textract (Preview)
• Personalize
• AWS Machine Learning (Beginner)
• AWS SageMaker (Intermediate)
• AWS DeepLens
• AWS DeepRacer (April 2019)
• Deep Learning Learning AMIs (Advanced)
How do we tie this all together?
• Demo
Conclusion
• Moving a Contact Center, while a seemingly arduous task can be done on a
shortened timeframe (6-8 weeks for 800 users) with minimal hard cost (pay per
use)
• Adding additional interfaces (IOT originated contacts, as an example) can be
done in a componentized manner, again with minimal hard cost
• And finally, adding ML based services, such asTranslate can be done with
minimal heavy lifting, adding near real time voice analysis to your call recordings
Developer Community Involvement
• Boca Raton: https://www.meetup.com/awsflorida
• Doral: https://www.meetup.com/AWSUserGroupDoral
• Fort Lauderdale: https://www.meetup.com/South-Florida-Amazon-Web-Services-Meetup
• Jacksonville: https://www.meetup.com/AWS-User-Groups-of-Florida-Jacksonville
• Miami: https://www.meetup.com/Miami-AWS-Users-Group
• Miami Beach: https://www.meetup.com/aws-user-group-miami
• Orlando: https://www.meetup.com/Orlando-AWS-Users-Group
• Palm Beach Gardens: https://www.meetup.com/AWS-Users-Group-of-Florida-Palm-Beach-Gardens
• Tampa: https://www.meetup.com/Tampa-AWS-Users-Group
• Montevideo, Uruguay: https://www.meetup.com/Meetup-de-Amazon-Web-Services-AWS-en-Montevideo
• Asuncion, Paraguay: https://www.meetup.com/Meetup-de-Amazon-Web-Services-en-Asuncion
• South Florida Jenkins Area Meetup: https://www.meetup.com/South-Florida-Jenkins-Area-Meetup
Learn More About AWS
• Getting Started
https://aws.amazon.com/getting-started
• General Reference
http://docs.aws.amazon.com/general/latest/gr
• Global Infrastructure
https://aws.amazon.com/about-aws/global-infrastructure/
• FAQs
https://aws.amazon.com/faqs
• Documentation
https://aws.amazon.com/documentation/
• Architecture
https://aws.amazon.com/architecture
• Whitepapers
https://aws.amazon.com/whitepapers
• Security
https://aws.amazon.com/security
• Blog
https://aws.amazon.com/blogs
• What’s New
https://aws.amazon.com/about-aws/whats-new/2019
• News
https://aws.amazon.com/blogs/aws
• Service Specific Pages
https://aws.amazon.com/service
• AWS Answers
https://aws.amazon.com/answers/
• AWS KnowledgeCenter
https://aws.amazon.com/premiumsupport/knowledge-center/
• SlideShare
http://www.slideshare.net/AmazonWebServices
• Youtube
https://www.youtube.com/user/AmazonWebServices
• Github
https://github.com/aws and https://github.com/awslabs
• /r/aws
https://www.reddit.com/r/aws
Contact Us
• E-Mail
• sales@cloudhesive.com
• URL
• https://cloudhesive.com
• Phone
• United States: 800-860-2040 x1 (Miami, Florida, US)
• Argentina: +54 (11) 51737475 x1 (Buenos Aires, AR)
• United Kingdom: +44 (20) 37955127 x1
• Australia: +61 (2) 80742932 x1
ThankYou for Listening!

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Add IOT to your Machine Learning Powered Blockchain Contact Center

  • 1. AWS User Groups of Florida Add IOT to your Machine Learning Powered BlockChain Contact Center
  • 2. About Me • Who am I? • What’s my background? • How am I using AWS? • What do I want to accomplish in this presentation?
  • 3. About Us • Amazon Connect Go-to Consulting Partner • Elemental Channel Partner • Marketplace Channel Program • Microsoft on EC2 Launch Partner • Amazon FSx for Windows Launch Partner • VMWare Cloud on AWS Managed Services Provider • AWS 50 Certified • Texas DIR contracted vendor (DIR-TSO-4146)
  • 4. Agenda • Amazon Connect Overview • AWS Services “Well Integrated” with Amazon Connect • Interfaces (IOT) • Machine Learning Services
  • 5. Amazon Connect Overview • ACD-as-a-service • ProvisionToll Free orToll Numbers • Port in/port out existing numbers • Outbound Caller ID Name + Number • Pre-configurable speed dial numbers • Environment ready within minutes from provisioning (regardless of size) • Near-infinite capacity • Simple pricing: • Per minute, per leg (Inbound from customer, outbound to agent, platform usage) • Per day, per number • Supports Data encryption at rest with Key Management Service (KMS) • Reports, Recordings • Supports Data encryption in flight with customer supplied key • Credit-card-in-IVR-collection
  • 6. Amazon Connect Users • Integrates with your existing technology footprint • Active Directory (or use Directory Service) • User provisioning requires less than 30 seconds of administrator time (point and click), can be automated through API and supports bulk provisioning • Connectivity • WebRTC stream can be routed over Direct Connect • Granular role/permission assignment; Does not need to conform Traditional Administrator/Supervisor/Agent roles • Empower your business to run their business • Supports hierarchies (Supervisor, Lead,Tier 3,Tier 2,Tier 1, etc.) for reporting purposes • Administrative Changes are Logged • Agent Status Changes are Logged
  • 7. Amazon Connect Queues • Supports Hours of Operations • Define a maximum number of calls for overflow capabilities • Supports prioritization and skill based routing (routing profile) • Supports custom statuses (On Break, etc.) for reporting and routing purposes
  • 8. Amazon Connect Metrics • Per Call • CustomerTrace Record (CTR) • Call Recording • Sent to S3 • Administrator/Supervisor • Trailing since midnight, Past n hours • 30 minute granularity • Built in reports/dashboards • Real time + Historical • Detailed data extracts • CSV to S3, transferred hourly • Basic • CloudWatch • Per Agent • Agent Event • Streams API
  • 9. Amazon Connect Contact Flows • IVR-as-a-service • Each leg of the call can be influenced: • What caller first hears • What caller hears when in queue • What caller hears when connecting to an agent • What agent hears when connecting to a caller • Enable/disable recording of caller/agent legs • Play custom audio or text to speech (numerous languages and voices) • Menus + Digit collection • Percentage allocation, look ahead routing, error handling, timeout handling, default routing • Speech to text/natural language processing (via Lex) • Programmatic functions (via Lambda) – perform real time data lookup against nearly anything, based on call data, pass results back to the call • Pass data to Agent (via JavaScript API), CTR (via Kinesis) or lookup historically via Administrator/Supervisory view
  • 10. Interfaces • Initiators • Alexa Skill (API: Call Control + Data Stream) • Alexa Calling (Literally, call) • Click-to-Call (API: Call Control + Data Stream) • Buttons/Sensors (API: Call Control to Dummy Number + Data Stream) • Apps (API: Call Control + Data Stream) • Phone (Literally, a call) • Once initiated interact via: • DTMF • Voice (Bot) • Voice (Agent) • What this allows us to do: • Combine modes to start an interaction out on a device, move to voice and ultimately move to an agent
  • 11. Machine Learning - Layers of Abstraction • Application Specific (All Levels) • Amazon Comprehend (+Medical) • Amazon Lex • Amazon Polly • Rekognition • Amazon Transcribe • Amazon Translate • Amazon Macie • Quicksight ML (Preview) • Forecast (Preview) • Textract (Preview) • Personalize • AWS Machine Learning (Beginner) • AWS SageMaker (Intermediate) • AWS DeepLens • AWS DeepRacer (April 2019) • Deep Learning Learning AMIs (Advanced)
  • 12. How do we tie this all together? • Demo
  • 13. Conclusion • Moving a Contact Center, while a seemingly arduous task can be done on a shortened timeframe (6-8 weeks for 800 users) with minimal hard cost (pay per use) • Adding additional interfaces (IOT originated contacts, as an example) can be done in a componentized manner, again with minimal hard cost • And finally, adding ML based services, such asTranslate can be done with minimal heavy lifting, adding near real time voice analysis to your call recordings
  • 14. Developer Community Involvement • Boca Raton: https://www.meetup.com/awsflorida • Doral: https://www.meetup.com/AWSUserGroupDoral • Fort Lauderdale: https://www.meetup.com/South-Florida-Amazon-Web-Services-Meetup • Jacksonville: https://www.meetup.com/AWS-User-Groups-of-Florida-Jacksonville • Miami: https://www.meetup.com/Miami-AWS-Users-Group • Miami Beach: https://www.meetup.com/aws-user-group-miami • Orlando: https://www.meetup.com/Orlando-AWS-Users-Group • Palm Beach Gardens: https://www.meetup.com/AWS-Users-Group-of-Florida-Palm-Beach-Gardens • Tampa: https://www.meetup.com/Tampa-AWS-Users-Group • Montevideo, Uruguay: https://www.meetup.com/Meetup-de-Amazon-Web-Services-AWS-en-Montevideo • Asuncion, Paraguay: https://www.meetup.com/Meetup-de-Amazon-Web-Services-en-Asuncion • South Florida Jenkins Area Meetup: https://www.meetup.com/South-Florida-Jenkins-Area-Meetup
  • 15. Learn More About AWS • Getting Started https://aws.amazon.com/getting-started • General Reference http://docs.aws.amazon.com/general/latest/gr • Global Infrastructure https://aws.amazon.com/about-aws/global-infrastructure/ • FAQs https://aws.amazon.com/faqs • Documentation https://aws.amazon.com/documentation/ • Architecture https://aws.amazon.com/architecture • Whitepapers https://aws.amazon.com/whitepapers • Security https://aws.amazon.com/security • Blog https://aws.amazon.com/blogs • What’s New https://aws.amazon.com/about-aws/whats-new/2019 • News https://aws.amazon.com/blogs/aws • Service Specific Pages https://aws.amazon.com/service • AWS Answers https://aws.amazon.com/answers/ • AWS KnowledgeCenter https://aws.amazon.com/premiumsupport/knowledge-center/ • SlideShare http://www.slideshare.net/AmazonWebServices • Youtube https://www.youtube.com/user/AmazonWebServices • Github https://github.com/aws and https://github.com/awslabs • /r/aws https://www.reddit.com/r/aws
  • 16. Contact Us • E-Mail • sales@cloudhesive.com • URL • https://cloudhesive.com • Phone • United States: 800-860-2040 x1 (Miami, Florida, US) • Argentina: +54 (11) 51737475 x1 (Buenos Aires, AR) • United Kingdom: +44 (20) 37955127 x1 • Australia: +61 (2) 80742932 x1