Amazon Connect Bootcamp

Amazon Connect Bootcamp
March 31st, 2021, 9:00 AM EST

Agenda
• 9:00AM EST – CloudHesive and Amazon Connect Introduction – 30 Minutes
• 9:30 AM EST – Amazon Connect Module 1 – 45 Minutes
• 10:15AM EST – Q&A, Break, Lab Setup – 15 Minutes
• 10:30 AM EST – Amazon Connect Lab 1 – 30 Minutes
• 11:00 AM EST – Amazon Connect Module 2 – 30 Minutes
• 11:30 AM EST – Q&A, Break – 15 Minutes
• 11:45 AM EST – Amazon Connect Lab 2 – 30 Minutes
• 12:15 PM EST – Amazon ConnectAdvancedTopics – 30 Minutes
• 12:45 PM EST – Conclusion,Q&A – 15 Minutes

Who are we?
• Who are we?
• Chris Hannah – Lead Connect Architect
• Gabe Guiridlian – ConnectArchitect
• Patrick Hannah – ChiefTechnology Officer
• Jamie Marshall –VP of Cloud Sales

Who is CloudHesive?
• Professional Services
• Assessment (Current environment,
datacenter or cloud)
• Strategy (Getting to the future state)
• LandingZone (Pre-Migration)
• Migration (Environment-to-cloud,
Datacenter-to-cloud)
• Implementation (Point solutions)
• Support (Break/fix and ongoing
enhancement)
• DevOps Services
• Assessment
• Strategy
• Implementation (Point solutions)
• Management (Supporting infrastructure,
solutions or ongoing enhancement)
• Support (Break/fix and ongoing
enhancement)
• Managed Security Services (SecOps)
• Encryption as a Service (EaaS) –
encryption at rest/in flight
• End Point Security as a Service
• Threat Management
• SOC IIType 2Validated
• Next Generation Managed Services
(MSP)
• Leveraging our Professional, DevOps
and Managed Security Services
• Single payer billing
• Intelligent operations and
automation
• AWS Audited
• Cost Management

Proven Amazon Connect Experience
CloudHesive is an Amazon Web Services
Premier Partner(one of 50+ in US) with deep
expertise in Amazon Connect.
CloudHesive was a launch partner for Connect
and has implemented over 100 Connect projects
since its inception in 2018.
CloudHesive has implemented Amazon Connect
with Salesforce, ServiceNow and legacy CRM
systems.
Enterprise Contact Center and BPO
Experience
CloudHesive is led by a management team with a
wide array of contact center experience,
including CIO/CTO’s at large BPO’s, SaaS
providers and Fortune 500 companies.
Our team has worked in contact center
environments at customers like, Altria, Apple,
Avaya, Barnes and Noble, Carnival, Florida
Power and Light, GEICO, Marriott, Continuum
Global and SMS Assist(BPOs).
Our Amazon Connect Capabilities
Software Platform
CloudHesive’s Centricity platform provides
organizations with features not native to Amazon
Connect, including wall boards and data
dashboards as well as a customized agent call
control interface that can be customized to meet
your needs.
Centricity helps operationalize your Amazon
Connect solution so that your internal team can
get the benefits of Connect with out having to be
a technical resource.
Contact Center in a Box
CloudHesive has worked with a number of BPO’s
and Contact Centers to leverage Amazon
Connect with the Amazon WorkSpaces product
to enable a work at home “Call Center in a
Box” service to easily build and deploy agents
in days to weeks.
Amazon Ecosystem Experience
Our team of certified AWS experts has designed
and implemented hundreds of AWS
environments for enterprise customers across
industries.
One of only a handful of AWS Premier
Consulting Partners in North and South
America, CloudHesive has demonstrated the
capabilities necessary to design, build, migrate
and manage complex AWS environments at
scale for enterprise clients.
Skilled in Amazon Personalize, Transcribe and
Contact Lens AI/ML platforms
Vast experience in Connect integration with
Kinesis, DynamoDB, Redshift, SES, S3,
Elasticsearch and other components.

Desired Business Outcomes for Most Environments
Reduce Overall Cost of Customer Care
Migrate Call Flows into Modernized Dynamic Contact
Flows
SaaS Platform with all Business Continuity/DR functions
Personalize the Customer Experience
Incorporate Self Service and Automation
Reduce Human Interaction, Resolution Times, Call Work
Cohesive Omnichannel Experience /Enterprise
Interactions
 Improve Quality Metrics / CSAT

The Challenge Ahead for Legacy Migrations
Legacy Solution
Carriers/Circuits
Media Gateways
IVR’s, CVP, ACD’s
Call Recording
CTI servers
Virtual Machines
Patching
Cisco CUBE / ACME
Backup/Restore
Disaster Recovery
Custom Development
Amazon Connect
• Amazon Connect
• AWS Lambda
• Amazon Lex / Polly
• Amazon Contact Lens
• AWS S3
• AWS Kinesis
• OpenCTI
Migration Considerations
• Salesforce/ServiceNow
• SSO/SAML
• USB Headsets
• Call Flow Mapping
• Feature Set Mapping
• Skills based Routing
• AWS Native vs Custom
• Customer Experience
• Number of Instances
• Rollout Plan
• CTI Integrations
• Simplification
• Automation
• Reporting Metrics
• Agent Well Being
• Customer Experience
• Number of Instances
• Rollout Plan
• CTI Integrations
• Simplification
• Automation
• Reporting Metrics
• Agent Well Being

© 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Amazon’s goal for Operational Reliability and how it
relates to Amazon Connect
 We have spent over a decade building the world’s most reliable, secure, scalable, and
cost-effective infrastructure.
 Service SLAs between 99.9% and 100% availability. Amazon S3 is designed for
99.999999999% durability.
 Availability Zones exist on isolated fault lines, flood plains, and electrical grids to
substantially reduce the chance of simultaneous failure.
 The AWS Service Health Dashboard provides 24/7 visibility in the real-time operational
status of all services around the globe.
Our goal is to make our operational performance indistinguishable from perfect. We are
driven to remove any all causes of failure.

Pricing Philosophy
High volume / low margin businesses are in our core DNA
Trade CapEX for
variable expense
Our economies of
scale provide us
with lower costs
77 price
reductions
since 2006
Pricing model
choice to support
variable and stable
workloads
On-demand
Reserved Instances
Spot
Save more money as
you grow bigger
Tiered pricing
Volume discounts
Custom pricing
Pay for what
you use

Availability Zones
• A region is comprised of multiple Availability Zones (typically 3)
• Fully independent partitions on isolated fault lines, flood plains, and power grids
• Each AZ: redundant power and redundant dedicated network
• Each AZ: typically multiple data centers
• Between AZs: high throughput, low latency (<10ms) network
• Between AZs: physical separation < 100km (60mi)
Region
us-east-1 (Northern Virginia)
Availability Zone
us-east-1a
Data
Center
Data
Center
Data
Center
Availability Zone
us-east-1b
Data
Center
Data
Center
Data
Center
Availability Zone
us-east-1c
Data
Center
Data
Center
Data
Center

Availability Zones

Intra & inter-AZ connectivity
 Dark fiber “spans”
 Optimized for low-latency & physical diversity
 Amazon controlled infrastructure
 Geospatial coordinates
 Dense wavelength division multiplexing (DWDM)

Amazon Connect delivers real value to customers
Reduced Subscription & Usage costs
by 31%
Reduced System Administrator
Effort by up to 60%
Reduced CallVolume Routing by up
to 24%
Reduced Supervisor Effort by up to
20%
Shortened AHT by up to 15%
ReducedTrainingTime by OneWeek
The Total Economic Impact™ of Amazon Connect – Forrester Research, June 2020
$
241%

Receive:
90 minutes per month, direct inward dial (DID),
30 minutes inbound calls, 500 messages and 100
tasks per month for the first 12 months.
$Free
Get started
AWSFreeUsageTier
No required up-front payments, long-term commitments, seat licenses or minimum monthly fees
Pay-as-you-go Pricing
Rates are given on a per minute basis, and charged by the second (minimum 10s)
for Amazon Connect voice usage plus any associated telephony charges.
*Prices here are in USD and apply to instances hosted in US-based regions.
For other pricing, including outbound dialing rates, go to: https://aws.amazon.com/connect/pricing/
AmazonConnectPricingbyAWSRegion*
Regions:
US East, US West,Asia Pacific (Sydney), Asia (Singapore),
Asia Pacific (Tokyo), EU (Frankfurt), EU (London)
$0.018
Voice usage
/min $0.004
Chat usage
/msg $0.04
Tasks usage
/task

Module 1 - Goals
• Routing: Queues & Routing profiles. Queue priority.
• Setting Hours of Operation.
• Adding functions: Lambda invocation with Dynamo DB table lookup.
• Security and user Management: Agent Hierarchies and Reporting. Permissions impact.
• A Supervisor look: Monitoring and Reporting.
• Audit: Metrics and Quality.
• Creating a Custom Contact Flow. Types of Flows.

Module 1 - Scenario
Acme CO has a contact center that sells and provides support for widgets.
They are looking for a cloud solution that allows recurring callers who have previously placed an order to be prioritized for
specific support for a better customer-experience.
The Connect solution is intended to grab customers phone number and search if exists on the database with a payment order.
In case that it exists, client is treated as a known customer. (customized service = Support queue)
New clients (those who haven't bought anything yet) will follow the standard flow of communication (Sales queue)
Business needs have grown for Acme Co., requiring more detailed reporting and advanced call treatment.
We are going to demonstrate how we can achieve this using Connect using:
• A custom Call Flow build.
• Conversational voice Prompt upgrades utilizing Amazon Lex.
• Additional Customer Support Channel via Chat embed on their website.
• Detailed call analysis and QA tools via ContactLens

Module 1 - What's required?
• Connect Contact Center setup.
• Dynamo DB table holding the #Order payment.
• Lambda Function to interact between the DB and Connect.

Queues
• What is a queue?
• Is the way you group Contacts and Agents by separate into your Contact Center.
• Queues: standard and agent
• Standard queues: This is where contacts wait before they are routed to and accepted by agents.
• Agent queues: These queues are created automatically when you add an agent to your contact center.
• From an abstracted perspective, you can see standard queues/contact queues as the incoming calls being
allocated to a specific path for their treatment.
• Then Agent queues are distributed in a custom way to treat those contacts as they arrive in the most precise
way.
• For example: Customer calls and wants to speak with a support representative. We will prompt the customer to
choose for the option "2" so we can route that contact down to the support queue department.

Routing
Contacts are routed through your contact center based on these factors:
• The routing profile an agent is assigned to.
• A routing profile determines what types of contacts an agent can receive and the routing priority.
• The hours of operation for a given queue.
• This is the very first thing you need to do when you set up a queue is to specify the hours of operation and timezone. The
hours may be referenced in contact flows.
• The routing logic you define in your contact flows.
• A contact flow defines the customer experience with your contact center from start to finish. Amazon Connect includes a
set of default contact flows so you can quickly set up and run a contact center. However, you may want to create custom
contact flows for your specific scenario.

Routing Profiles
When you create a routing profile, you specify:
• The channels the agents will support.
• The queues of customers that the agents will handle. You can use a single queue to handle all incoming contacts, or you
can set up multiple queues. Queues are linked to agents through a routing profile.
• Priority and delay of the queues.

Queue Priority
• Priority and delay are powerful features that allow you to load balance contacts among groups of agents.
• For example, one group of agents is assigned to a Sales routing profile. Since their primary job is sales, the
Sales queue is Priority 1 and Delay is 0. But they can help with Support too, so that queue is Priority 2 and
Delay is 0. This shown in the following table:
• Example 2: Same priority but different delay
Say you set the Support queue to Priority 1 and Delay of 30 seconds, as shown in the following table:

Hours of Operation
Defines when the contact center, queue or group of queues will be active to accept incoming contacts
from customers.

Lambda Integration
• Amazon Connect can interact with your own systems and take different paths in contact
flows dynamically. To achieve this, you can invoke AWS Lambda functions in a contact
flow, fetch the results, and call your own services or interact with other AWS data stores
or services.

Security profiles
• A security profile is a group of permissions that map to a common role in a contact center. For example, the
Agent security profile contains permissions needed to access the Contact Control Panel (CCP).
• Security profiles help you manage who can access the Amazon Connect dashboard and Contact Control
Panel (CCP), and who can perform specific tasks.

Setup Agent Hierarchies
Agent hierarchies are a way for you to
organize agents into teams and groups
for reporting purposes.
It's useful to organize them based on
their location and their skill sets.
For example, you might want to create
large groups, such as all agents who
work on a specific continent, or smaller
groups such as all agents working in a
specific department.

Monitoring and Reporting
What you can do:
• Monitor live conversations
• Review recorded conversations
• Managers can review past conversations between agents and customers.
• To set this up, you need to set up recording behavior, assign managers the appropriate permissions, and
then show them how to access the recorded conversations.
• Assign permissions to review recordings of past conversations
• Download recordings/transcripts of past conversations
• Track who deleted or listened to recordings
• Search for recordings by contact ID

Metrics and Quality
• Real time metrics
• Historical metrics
• Contact-Search
• Login/Logout Reports
• Saved Reports

Contact Flows
• Custom Contact Flow example:

Q&A, Break, Lab Setup
Lab: https://tinyurl.com/wcem2rw2
Resume 10:15 AM EST :)

Module 1 - Lab
Resume 11:00 AM EST

Module 1 - Recap
• Routing: Queues & Routing profiles. Queue priority.
• Setting Hours of Operation.
• Adding functions: Lambda invocation with Dynamo DB table lookup.
• Security and user Management: Agent Hierarchies and Reporting. Permissions impact.
• A Supervisor look: Monitoring and Reporting.
• Audit: Metrics and Quality.
• Creating a Custom Contact Flow. Types of Flows.

Module 2 - Goals
• Amazon Lex: Build a functional conversational Lexbot and add
to your Contact Flow.
• ContactLens: Add Rule evaluations, create and review both
real-time and CTR-driven data.
• Amazon Connect Chat: Walk through embedded Chat
demo, explore multi-chat and multi-channel experiences.

Module 2 - Scenario
Scenario: Business needs have grown for Acme Co., requiring
more detailed reporting and advanced call treatment to handle
increased call volume.
• Add capabilities to contact center– Amazon Lex, Chat,
Contact Lens
• Review Amazon Lex experience
• Review enabling ContactLens and review enhanced CTR
records
• Review embedded Chat experience

Module 2 - What’s required?
• Connect Contact Center setup.
• Contact Flow created in previous Lab.
• Amazon Lex console.

Amazon Lex
Amazon Lex is a service for building conversational interfaces
into any application using voice and text.
Amazon Lex provides the advanced deep learning functionalities
of automatic speech recognition (ASR) for converting speech to
text, and natural language understanding (NLU) to recognize the
intent of the text, to enable you to build applications with highly
engaging user experiences and lifelike conversational
interactions.

Amazon Lex
With Amazon Lex, the same deep learning technologies that
power Amazon Alexa are now available to any developer,
enabling you to quickly and easily build sophisticated, natural
language, conversational bots (“chatbots”).
With Amazon Lex, you can build bots to increase contact center
productivity, automate simple tasks, and drive operational
efficiencies across the enterprise. As a fully managed service,
Amazon Lex scales automatically, so you don’t need to worry
about managing infrastructure.

Amazon Lex Use Cases
Call Center Chatbots and Voice Assistants
By using an Amazon Lex chatbot in your call center, callers can
perform tasks such as changing a password, requesting a
balance on an account, or scheduling an appointment, without
needing to speak to an agent.
These chatbots use automatic speech recognition and natural
language understanding to ascertain a caller’s intent, maintain
context and fluidly manage the conversation.
Amazon Lex uses AWS Lambda functions to query your business
applications, provide information back to callers, and make
updates as requested.

Amazon Lex Example Build

Enable your Lex Bot in your instance

Add Lex Bot to your call flow

ContactLens for Amazon Connect
ContactLens, a feature of Amazon Connect, enables you to
better understand the sentiment and trends of customer
conversations to identify crucial company and product feedback.
You can also track the compliance of customer conversations in
your contact center to ensure standard greetings and sign-offs
are used, help train agents, and replicate successful interactions.
Supervisors can conduct fast full-text search on all transcripts to
quickly troubleshoot customer issues.
In addition, with real-time capabilities, you can get alerted to
issues during live customer calls and can deliver proactive
assistance to agents while calls are in progress, improving
customer satisfaction.

ContactLens Features
Detailed analytics and sentiment analysis
With a few clicks, you can use machine learning to perform
natural language processing (NLP) and speech-to-text analytics
to discover customer insights. Through the Contact Lens
dashboard, you can analyze call transcripts, sentiment, and
conversation characteristics to detect issues and customer
trends.

Automated contact categorization
Track all customer conversations for compliance with company
policies or regulatory requirements. Define and manage
categories based on your specified criteria (e.g. words or
phrases) directly within Amazon Connect, using an ML-powered
categorization engine that is trained to understand spoken
phrases, their intent, and context.

Real-time alerts
You can create rules to flag any customer experience issues, with
categories based on keyword and phrase matching.
For example, you can set an alert for anytime a customer says
“not happy,” or “cancel my subscription." This allows
supervisors to identify when to assist an agent on live calls so
they can provide guidance via chat, sidebar, or have the agent
transfer the call.

Example Rule

Enhanced CTR Data

Chat on Amazon Connect
Amazon Connect Chat enables your customers to start chatting
with contact center agents from any of your business
applications, web or mobile.
Interactions are asynchronous, enabling your customers to start
a chat with an agent or Amazon Lex bot, step away from it, and
then resume the conversation again. They can even switch
devices and continue the chat.

Agents have a single user interface to help customers using
both voice and chat. This reduces the number of tools that
agents have to learn and the number of screens they must
interact with.
Chat activities integrate into your existing contact center flows
and the automation that you built for voice. You build your flows
once and reuse them across multiple channels.
Likewise, for metrics collection and the dashboards you built,
they automatically benefit from the unified metrics across multiple
channels.

Enable Attachments Sharing
You can also allow customers and agents to share files using
chat.
After you complete the required configuration steps, an
attachment icon automatically appears in your agent's Contact
Control Panel so they can share attachments on chats.

Navigate to your instance and select Data Storage

On the Data storage page, under the Attachments,
choose Edit, select Enable Attachments sharing, and then
choose Save.
You can change the Amazon S3 bucket location
where attachments are stored. By default, your
existing Amazon Connect bucket is used, with a new
prefix for attachments.
It’s recommended you follow the AWS guide to
configure the CORS policy:
https://docs.aws.amazon.com/connect/latest/admingu
ide/enable-attachments.html

Chat Contact Flows
The same Contact Flows can be used for both Chat and Voice.
In this example Disconnect Flow, the customer has 15 minutes to
return to a Chat after the Agent disconnects.

Chat Demo
Amazon Connect includes a simulated web page that shows
how your customers can interact with you, and a Contact Control
Panel (CCP) that shows the agent experience. Here's how to test
chat:
On the navigation menu, choose Dashboard.

Chat Demo
Choose Test chat.
On the Test Chat page, choose Test Settings.
Under System Settings, choose the contact flow you want to
test with chat, and then click Apply. By default, it runs
the Sample inbound flow.
In the chat window, click the icon as shown below.

Chat Demo
Chat is presented
to Agent and
customer is greeted

Chat Demo
Customer resolves
issue via Chat
channel

Chat Demo
Type a message similar to what one of your customers might
type.
In the agent window, type a reply.
To see what it's like for an agent to handle multiple chat
conversations, copy the dashboard URL into another browser
window, and start another chat. The chat goes to the same
instance of the CCP that you already have open.

Q&A, Break, Lab Setup
Lab: https://tinyurl.com/wcem2rw2
Resume 11:45 AM EST

Module 2 – Lab
Resume 12:55 PM EST :)

Module 2 - Recap
• Amazon Lex: Build a functional conversational Lexbot and add
to your Contact Flow.
• ContactLens: Add Rule evaluations, create and review both
real-time and CTR-driven data.
• Amazon Connect Chat: Walk through embedded
Chat demo, explore multi-chat and multi-channel experiences.

Data Storage
• Recordings (Voice) => S3 (KMS Encrypted) as WAV
• Transcripts (Chat) => S3 (KMS Encrypted) as JSON
• Streaming (Voice) => Kinesis (KMS Encrypted) as PCM
• Reports () => S3 (KMS Encrypted) as CSV

Event Streams (CTR and Agent)
• CTR => Kinesis (Stream) as JSON
• Lifecycle of the Contact
• Agent Event => Kinesis (Stream) as JSON
• Lifecycle of the Agent

Kinesis Destinations
• Kinesis (Stream) to:
• Lambda (Destination)
• Kinesis (Analytics)
• Kinesis (Firehose)
• Kinesis (Analytics) to:
• Kinesis (Firehose)
• Kinesis (Streams
• Lambda (Preprocessing or Destination)
• Kinesis (Firehose) to:
• Lambda (Transforms)
• S3
• Redshift
• ElasticSearch (AWS)
• Splunk

Javascript SDK (Streams) References
• http://connectdemo.com/
• https://github.com/amazon-connect/amazon-connect-streams

Chat References
• https://github.com/amazon-connect/amazon-connect-chat-ui-
examples/

Lex Diagnostic Output
• Transcripts => Cloudwatch
• Audio => S3
• Sentiment => API
• Errors => ???

Integrating Lex to Connect
• Consider fallback to DTMF
• Utilize RegEx for uncategorizable but predictable input
• $LATEST != Production

Contact Flow Logs
• Contact Flow Logs => Cloudwatch

Operational Monitoring - Metrics
• [ "AWS/Billing", "EstimatedCharges", "ServiceName", "AmazonConnect", "Currency", "USD ]
• Value > 500 indicates change in usage pattern requiring further investigation
• [ "AWS/Billing", "EstimatedCharges", "ServiceName", " ContactCenterTelecomm ", "Currency", "USD ]
• Value > 500 indicates change in usage pattern requiring further investigation
• CallBackNotDialableNumber
• N/A
• CallRecordingUploadError
• Value should be 0
• Value > 0 indicates issue with S3 bucket or KMS key configuration
• CallsBreachingConcurrencyQuota
• Value > 0 indicates soft limit of Amazon Connect Instance exceeded
• CallsPerInterval
• Informational Only
• ConcurrentCalls
• ConcurrentCallsPercentage
• Value should be < 50%
• Value > 50% indicates call pattern has changed and needs investigated, with a potential soft limit increase request submitted

Operational Monitoring - Metrics
• ContactFlowErrors
• Value > 0 indicates a potential configuration error with Contact Flow
• ContactFlowFatalErrors
• LongestQueueWaitTime
• Ideally < 300 seconds from a Contact Center performance perspective
• MisconfiguredPhoneNumbers
• Value > 0 indicates phone number missing Contact Flow assignment
• MissedCalls
• Value > 0 indicates potential agent technology or training issue
• PublicSigningKeyUsage
• N/A
• QueueCapacityExceededError
• QueueSize

Conclusion
• Moving a Contact Center, while a seemingly arduous task can be done on an
expedited timeline with minimal up-front investment
• Adding additional capabilities can be done in an agile manner, again with
minimal up-front cost
• And finally, adding AI/ML based/powered services, such as Contact Lens to your
Contact Canter can be done with minimal effort, allowing you to better
understand and optimize your customer’s experience

Conclusion and Q&A
Survey: https://tinyurl.com/469rejv2

Contact Us
• Partner Solutions Finder
• https://aws.amazon.com/partners/find/partnerdetails/?n=CloudHesive&id=001E000000qK5f6IAC
• E-Mail
• sales@cloudhesive.com
• URL
• https://cloudhesive.com
• Phone
• United States: 800-860-2040 x1 (Miami, Florida, US & Norfolk,Virginia, US)
• Argentina: +54 (11) 51737475 x1 (Buenos Aires,AR & Santiago,CL)
• United Kingdom: +44 (20) 37955127 x1
• Australia: +61 (2) 80742932 x1

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