This document provides an overview of Amazon Connect, Amazon's contact center as a service offering. It describes Amazon Connect's key features such as toll free number provisioning, simple per minute pricing, data encryption capabilities, integration options with existing technologies like Active Directory, user provisioning within 30 seconds, and support for contact flow customization. It also outlines Amazon Connect's reporting and metrics capabilities including call recordings, real-time and historical dashboards, and data exports to S3 and Redshift. Finally, it notes Amazon Connect's support for queues, hours of operations, overflow routing, and custom agent statuses.

1. Amazon Connect Overview
Presented by Patrick Hannah
VP of Engineering, CloudHesive

2. Amazon Connect Overview
• ACD-as-a-service
– Provision Toll Free or Toll Numbers (18 countries)
– 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

3. 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

4. Amazon Connect Metrics
• Per Call
– Customer Trace Record (CTR)
• Sent to Kinesis
– 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
– S3 to Redshift/Quicksight, Athena or Third Party
– Basic
• CloudWatch
• Per Agent
– Contact Control Panel (CCP)
– JavaScript API

5. 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

6. 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