Amazon Connect is a cloud-based contact center platform that provides: - Toll free or toll numbers across 18 countries that can be provisioned and ported in minutes. - Simple per minute pricing for inbound, outbound, and platform usage as well as a per day, per number fee. - Data encryption at rest and in transit with customer-supplied or KMS keys. - Integration with existing directories, WebRTC connectivity, and granular role-based permissions. - Contact flows, queues, reporting, and integrations to support customer service organizations.

1. 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

2. 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

3. 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

4. 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

5. 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