Amazon Connect | Ecosystem and Integrations Flashcards
How do I manage my call recordings lifecycle?
Ecosystem and Integrations
Amazon Connect | Customer Engagement
Lifecycle management of call recordings should be done using Amazon S3’s lifecycle management tools.
Does Amazon Connect work with other AWS services?
Ecosystem and Integrations
Amazon Connect | Customer Engagement
Yes. Amazon Connect integrates with several AWS services to provide a richer depth of capabilities and customization, including:
- Amazon Connect can leverage AWS Directory Services for identity and access management.
- Amazon Connect stores any call recordings and exported metrics reports in Amazon S3 buckets you own and control the lifecycle management of.
- Amazon Connect can use AWS Lambda to enable data dips, send encrypted customer input and other external integration in Contact flows.
- Amazon Connect can stream metrics data to Amazon S3, Amazon Redshift, or external data warehouse solutions with Amazon Kinesis.
- Amazon Connect can encrypt contact center related data, such as call recordings and reports, with encryption keys stored with Amazon Key Management Service.
- Amazon Connect leverages Amazon Lex for Natural Language Understanding in Contact flows.
- Amazon Connect uses Amazon CloudWatch for operational metrics and alarms
Does Amazon Connect integrate with my existing or other third party systems?
Ecosystem and Integrations
Amazon Connect | Customer Engagement
Yes Amazon Connect is an open platform so it is easy to integrate with existing or other third party systems. Amazon Connect provides out-of-the-box integrations with many popular tools such as customer relationship management (CRM), Workforce Management (WFM), and Analytics tools.
You can also use Amazon Connect with other AWS services like Amazon S3 and AWS Lambda for storing recorded calls or streaming detailed contact records in real-time to a data warehouse to merge with business intelligence systems for further analysis. Amazon Connect provides an API so you can customize the solution to your needs.
Does the Amazon Connect contact control panel (CCP) support the ability to open a specific customer page based on the incoming call data with a CRM?
Ecosystem and Integrations
Amazon Connect | Customer Engagement
Yes. The CCP supports an integration library to enable this with leading CRM tools or your own application.
Does the Amazon Connect contact control panel (CCP) support click-to-call, the ability to click on a phone number to dial it with a CRM?
Ecosystem and Integrations
Amazon Connect | Customer Engagement
Yes. The CCP supports an integration library to enable this with leading CRM tools or your own application.
Can I export data from Amazon Connect to third party analytics/reporting packages?
Ecosystem and Integrations
Amazon Connect | Customer Engagement
With Amazon Connect you own your data so you can leverage it in the ways that best suit your business, including exporting it to third-party applications and services. Detailed contact data can be exported to data warehouses and Amazon S3 in real time, via Amazon Kinesis Streams or Amazon Kinesis Firehose, and agent and contact data can be exported via automatically at regular intervals.
Is there an advantage to leveraging additional AWS Services as opposed to proprietary solutions that are built specifically for a call center?
Ecosystem and Integrations
Amazon Connect | Customer Engagement
Yes. AWS has a history of rapid innovation and improving services. For example, using services like Amazon S3 directly for call recordings means that the service is well-documented, has the support of the AWS ecosystem of ISV and consulting partners making it easy to find experts to help if you need it, and you get access to new features (for example lifecycle management tools), as soon as they are released.
