Contact Centre:

1. It is a primary contact support in any organisation.

2. The main purpose of the contact centre is to give the technical support to the
customers/clients.

Abbreviations:

1. TFL: Toll Free Number

2. DID: Direct Invert Dialling
3. IVR: Interactive Voice Response
4. IC & OC: Inbound call and Outbound Call
5. DTMF: Dual Tone Multiple Frequency
6. NLU: Natural Language Understanding
7. ACD: Automatic Call Distributor
8. CTI: Computer Technology Integration

Cloud Computing:

It is a cloud-based technology which delivers computing services such as servers, storages, Database
over the internet (Cloud).

Advantages of Cloud Computing:

• Security
• Scalability
• Productivity
• Stores large data

Types of clouds:

1. Public cloud
2. Private cloud
3. Hybrid cloud

Types of Services:

1. IaaS: Infrastructure as service

2. SaaS: Software as service
3. PaaS: Platform as service

• IaaS: We can rent servers, virtual machines, storages, networks from cloud services.
• PaaS: This service provides the environment for developing, managing, testing, the
software applications.
• SaaS: It delivers software over the internet.

Amazon Web Services (AWS):

• It is a subsidiary of the Amazon technology.

• It provides the cloud computing platforms to the companies, Govt, organisations etc.
 • It is based on the pay-per-use-go basis.
• These cloud computing services provides various services related to network, computer,
storage.

Services offered by AWS:

• Amazon Elastic cloud computing [EC2]

• Amazon Simple Service Storage[S3]
• Amazon Lambda and Relational database [RDB]
• Amazon Virtual Private Cloud [VPC]

Advantages:

• User-Friendly
• Security
• Cost effectivity
• High Performance & flexible

Disadvantages:

• Limitations
• Cost difference regarding accounts

Applications/ Real Time Examples: Netflix, Amazon etc.

1. Amazon Elastic Cloud computing [EC2]:

It is used to launch and manage the server instance.
Using EC2 service we can multiple virtual computers in a single physical hardware
Through EC2 we need not to maintain the physical servers and man power.

Advantages of EC2:
• Auto-Scaling
• Elasticity
• Pay-per-use-go

Auto-Scaling:

Scaling: The number of required resources needed to complete the work is called as scaling.

Types of Scaling:

• Horizontal Scaling
• Vertical Scaling
• Scale-Up
• Scale-Down

(YouTube Link: (267) AWS EC2 - Part#8 | Auto Scaling introduction | Cloud Computing In
Telugu | Amazon Web Services - YouTube)
 2. Amazon S3:
S3 stands for Simple service storage.
S3 provides customers with secure and durable storage of the data in the form of objects and
buckets.
This data can be accessed through API’s and Web based interface.
The data stored in the S3 is in the form of buckets.
Each object is assigned as the unique key.
Each bucket can be managed by the AWS Console.
Object size can be 5TB.
Amazon S3 can be used to replace the static web hosting infrastructure with HTTP files.
every item in the AWS bucket can be feed as the BitTorrent feed.
S3 offers 8 different types of storage classes.

Features of Amazon S3:

• Scalable
• Low-cost
• High Speed
• High Durable

Applications of S3: Netflix, Reddit, Pinterest, BitTorrent.

YouTube Link: (267) S3 by cloud computing in telugu - YouTube

3. Amazon Lambda & Relational database [RDB]:

Amazon Lambda: AWS Lambda is an event-driven, serverless computing platform

provided by Amazon as a part of Amazon Web Services. It allows different types of codes to be
executed and get the output.

EX: Photo is taken through camera now by using lambda we can resize it and used in mobiles,
laptops. Aws Lambda is designed for image uploads, updating the DynamoDB tables, responding to
the website clicks.

Lambda Creation:

Step 1- We need to give the function name

Step 2- We need to add the language to write the function

Step 3- We need to select the instruction we want for the function code.

Step 4- Tap on the create the function.

AWS RDB: Amazon RDS is a service that provides database connectivity through the Internet. RDS
makes it very simple and easy to set up a relational database in the cloud.

Advantages of RDB:

➢ Cost-Effective
➢ Secure
 ➢ Reduced administration cost
➢ High availability
➢ Scalability
➢ Free tier (Up to 12 months free)

AWS RDBS Engines:

• Amazon Aura
• PostgreSQL
• MySQL
• MariaDB
• Oracle Database

4. Amazon Virtual Private Cloud [VPC]:

Among all services that AWS offers, Amazon VPC is one that provides an additional layer of
security for all AWS services that you use. AWS defines VPC as ‘a service that enables users
to launch AWS resources, such as instances, into a virtual network that users define.’ This
basically means that this service lets you use any of the services by AWS according to your
needs

Types of AWS VPC:

• Default VPC
• User – Default VPC

Default VPC: Every account created after 2013 supports VPCs and all these accounts come
up with a default VPC in every region.
User-default VPC: User-defined VPCs, as suggested by the name, are created by users as per
their requirements.

AWS VPC Flow Logs: A flow log captures all traffic for a subnet and publishes the flow log records
to Amazon CloudWatch Logs. The flow log captures traffic for all network interfaces in the
subnet.

➢ A flow log record represents a network flow in your VPC

➢ By default, each record captures a network internet protocol (IP) traffic flow
➢ Each record is a string with fields separated by spaces.

a. AWS Redshift: Amazon Redshift is a data warehouse product which forms part of the larger
cloud-computing platform Amazon Web Services.
b. AWS Redshift Cluster: An Amazon Redshift cluster consists of nodes. Each cluster has a
leader node and one or more compute nodes. The leader node receives queries from client
applications, parses the queries, and develops query execution plans.
c. AWS AMI: (YouTube Link: (284) AWS EC2 - Part#7 | AMI - Amazon machine image | Cloud
Computing in Telugu | Amazon Web Services - YouTube)

AMI stands for Amazon machine image. It consists of information required to launch the
instance. Like which operating system we want to perform the instance. We can launch
multiple instances from single AMI. Same configuration is applicable to all the instance.

d. AWS Glue:( (287) AWS Glue overview | Getting started - AWS Glue tutorial | p1 - YouTube)
The primary purpose of Glue is to scan other services[3] in the same Virtual Private Cloud.
Glue discovers the source data to store associated meta-data (e.g., the table's schema of
field names, types lengths) in the AWS Glue Data CatLog.

e. AWS IAM: A user represents a human user or programmatic workload, and can be
authenticated and then authorized to perform actions in AWS. Each IAM identity can be
associated with one or more policies.

f. AWS EBS: EBS stands for Elastic block storage. It is a virtual disk in a cloud. EBS is a block
attached to the EC2 instance.

Types of EBS:
➢ SSD -backed volumes (Solid state drives)
➢ HDD-backed volumes (Hard disk drives)

g. AWS ETL: ETL stands for Extract, Transform and loading. ETL process helps to Extract,
Transform and loading for the final source. ETL transforms the data from source system to
data warehouse.

Stages in ETL:
➢ Extraction (Filtering, Cleaning, Joining)
➢ Transformation
➢ Loading

h. Data Warehouse:
➢ A Data Warehouse is a group of data specific to the entire organization, not only to a
particular group of users.
➢ It is not used for daily operations and transaction processing but used for making
decisions.
➢ Data Warehouse is a relational database management system (RDBMS) construct to
meet the requirement of transaction processing systems.
Pipelining: AWS Data Pipeline is a web service that can access the data from different
services and analyses, processes the data at the same location, and then stores the data to
different AWS services such as DynamoDB, Amazon S3, etc.

For example, using data pipeline, you can archive your web server logs to the Amazon S3
bucket on daily basis and then run the EMR cluster on these logs that generate the reports
on the weekly basis.

AWS Snowball: example, if you have 500 TB data and you got a slow internet connection, i.e.,
1mbps. Instead of sending the data over the internet, you can send it to Amazon through an external
hard disk, and they would transfer your data directly onto and off of storage devices using Amazon's
high-speed internal network and bypassing an internet.

AWS Versioning: Versioning is a means of keeping the multiple forms of an object in the same S3
bucket. Versioning can be used to retrieve, preserve and restore every version of an object in S3
bucket.

For example, bucket consists of two objects with the same key but with different version ID's such as
photo.jpg (version ID is 11) and photo.jpg (version ID is 12).

Versioning-enabled buckets allow you to recover the objects from the deletion or overwrite.

Amazon CloudWatch: You can use Amazon CloudWatch Logs to monitor, store, and access your log
files from Amazon Elastic Compute Cloud (Amazon EC2) instances, AWS CloudTrail, Route 53, and
other sources.

Log Streams: A log stream is a sequence of log events that share the same source. Each separate
source of logs in CloudWatch Logs makes up a separate log stream.

Log Insights: CloudWatch Logs Insights helps organizations gain insights from a deluge of log data on
applications and services.

Why we need CloudWatch service:

1.Monitor end user experience and create reports

2.Detect problems early to avoid disasters

3.To reduce unnecessary operating costs by sending notifications

Collect--> Monitor--> Act--> Analyse -->Output

Concepts of CloudWatch:

1.Metrics & Dimensions

2.Statistics

3.Alarm
Amazon Lex: Amazon Lex:

Amazon Lex is a conversational interface used to interact using text and voice. It powers Amazon Alexa
assistant. In this we can create a chatbot which responds to our queries. Amazon already had launched
Alexa Voice Services, which developers can use to integrate Alexa into their own devices, like smart
speakers, alarm clocks, etc.

Applications: Hotel booking chatbots, food delivery chatbot etc.

Amazon Polly:

Amazon Polly is a cloud service by Amazon Web Services, a subsidiary of Amazon.com, that converts
text into spoken audio. It allows developers to create speech-enabled applications and products.

It was launched in November 2016 and now includes 60 voices across 29 languages.

Amazon Connect: We can set up the contact centre in some minutes by using the AWS Connect
service.

Step1: Select the region (Asia, Africa.... etc)

step2: Tap on the create the instance

step 3: We need to give URL name(https.saifsadiq.my.connect.aws)

step 4: We need to setup or unset up the administrator.

step 5: Set up receiving calls and messages to the contact centre.

Step 6: setup the database

Step 7: tap on the finish now the amazon connect is ready and we can access it easily.

Amazon Transcribe: Transcribe Real-time Call Analytics combines powerful speech-to-text and natural
language processing (NLP) models that are trained specifically to understand customer service and
sales calls. Insights such as customer and agent sentiment, detected issues, and supervisor alerts
during the live call.

Amazon DynamoDB:

Amazon DynamoDB is a fully managed proprietary NoSQL database service that supports key–value
and document data structures. Languages and frameworks with a DynamoDB binding include Java,
JavaScript, Node.js, Go, C# .NET, Perl, PHP, Python, Ruby, Rust, Haskell, Erlang, Django.\

DynamoDB exposes performance metrics that help users provision it correctly and keep applications
using DynamoDB running smoothly. DynamoDB differs from other Amazon services by allowing
developers to purchase a service based on throughput, rather than storage. If Auto Scaling is enabled,
then the database will scale automatically.
AWS Root user: The owner of the AWS Account is called as root user. The credentials of the account
owner allow full access to all resources in the account. There are specific tasks that are restricted to
the AWS account root user.

AWS Region: It is a geographical region which supports the services of AWS.

AWS Edge Location: The purpose of the edge location is to give the fast response to the user.

Ex: CloudFront, Rout53

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