Contact Center Days

Build a resilient, scalable contact center on Amazon

Connect

Eric Emerson Ash Seshadri

Senior Consultant Practice Manager
AWS AWS

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Meet our Experts!

Eric Emerson Prashant Desai Mehul Patel Ash Seshadri

Senior Consultant Senior Consultant Senior Consultant Practice Manager

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 Amazon Connect overview

Amazon Connect high-

availability architecture

Today’s agenda Meet Octank Benefits

High-availability
design considerations

Q&A
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Amazon Connect innovations
OMNICHANNEL SELF-SERVICE, AGENT EMPOWERMENT, ANALYTICS, INSIGHTS, & OPTIMIZATION

Unified customer view Case management

Amazon Connect Customer Profiles Amazon Connect Cases

Real-time caller authentication Real-time agent assist

Amazon Connect Voice ID Amazon Connect Wisdom

Automated customer experiences Real-time speech analytics

Amazon Connect Flows Contact Lens for Amazon Connect

Omnichannel Proactive communication

Voice, Chat, Tasks, outbound campaigns Amazon Connect outbound campaigns

Optimization
Amazon Connect forecasting, capacity planning, and scheduling

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 Amazon Connect Integrations

Development Storage Database

AWS Amazon AWS Step Amazon Amazon Amazon Amazon Amazon

Lambda API Gateway Functions S3 Glacier RDS DynamoDB Redshift

AI Analytics

Amazon Amazon Amazon Amazon Amazon Amazon Amazon Amazon

Lex Polly Transcribe Comprehend Athena Kinesis Glue QuickSight

Messaging Security Management

Amazon Amazon Simple Amazon Simple AWS Identity and AWS Amazon AWS AWS
Pinpoint Notification Service Email Service Access Management Directory Service CloudWatch CloudFormation CloudTrail

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Amazon Connect Availability – Amazon Connect Architecture

• Each AWS Region has multiple, isolated locations

known as Availability Zones.

• AZs are connected with each other through low

latency links

• Amazon Connect’s architecture is highly available

and runs across multiple Availability Zones in an
AWS region to provide fault tolerance in the
event of a server failure or Availability Zone
outage.

• AWS datacenters are designed with significant

excess bandwidth to ensure sufficient capacity

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Amazon Connect - Telephony service

Carrier 1 AWS Cloud Region Contact

PSTN Centers
DID-206
Amazon Connect

AZ Zone 1 AZ Zone 2 AZ Zone 3

Carrier 2
Signaling

Customers Instance Instance Instance

PSTN ELB Internet Agents

TFN-8XX Media/RTP
Carrier 3
AWS Direct Instance Instance Instance

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Amazon Connect - Media and signaling applications

Carrier 1 AWS Cloud Region Contact

PSTN Centers
DID-206
Amazon Connect

AZ Zone 1 AZ Zone 2 AZ Zone 3

Carrier 2
Signaling

Customers Instance Instance Instance

PSTN ELB Internet Agents

TFN-8XX Media/RTP
Carrier 3
AWS Direct Instance Instance Instance

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Amazon Connect - Service for the agents

Carrier 1 AWS Cloud Region Contact

PSTN Centers
DID-206
Amazon Connect

AZ Zone 1 AZ Zone 2 AZ Zone 3

Carrier 2
Signaling

Customers Instance Instance Instance

PSTN ELB Internet Agents

TFN-8XX Media/RTP
Carrier 3
AWS Direct Instance Instance Instance

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Amazon Connect
design considerations for resiliency

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Contact Flows

Use a Modular Approach

Make them Dynamic
Enable logging
Callbacks enabled

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Routing

• Path to service
• Offer Self-service
• Queue overflows
• Routing flags

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Change management
Make use of Aliases for AWS Lambda and Amazon Lex.
You can then quickly flip a contact flow to point at the
appropriate Alias and not risk a change in your functions or
bots having broad impact

Test and validate changes in a pre-production environment

Some customers use a separate Amazon Connect instance in

their account and rely on contact flow import/export to
promote to their production instance

Others build in the same instance but operate in a mode

where changes are made to a non-production flow and once
happy with the result, a master flow begins transferring
volume to new flow. (This can be dialed up slowly by
percentage of calls.)

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Clearly document the failover process and the steps to follow along with
dependencies and pre-requisites as well as owners identified. Have a
centralized place (e.g., SharePoint etc.) to house the process artifacts

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Standardize agent desktops
CONSIDER APPSTREAM TO ONBOARD REMOTE AGENTS QUICKLY

Remove any monitoring/diagnostic software from workstations that

could interfere with WebRTC traffic

Have agents run Connect on supported browsers

Provide agents with wired USB headsets for use with Connect

Configure agent workstations with wired ethernet

connections for internet connectivity

Antivirus software can monitor packets, protocols, and websites—and block these.
Please review our networking guide ensure that the antivirus software is not
blocking any domains, IP addresses, Ports or protocols

VPN software can restrict traffic on ports required by Connect to run.

Review the networking guide and ensure no ports/URLs and IP Ranges are blocked locally

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Meet Octank Benefits

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 Meet Octank Benefits
Mission Vision Values
Provide best in class benefits Demonstrate leadership across Provide benefits such as FSA,
through innovative health care the nation providing high value Retirement, Life, and Dependent
policies and strategies. care and service. Care.
Transform and innovate in the Strong ethics, fiscal responsibility
health care benefits. and team work.
Expand regional presence with Leverage technology to simplify
high value services. customer experience.

Technology
• Contact center capacity scales automatically during the peak enrollment periods.
• Providing the best customer experience with Amazon Connect without increasing Agent count.
• Continuous improvement with technology innovation.
• Services exercised quarterly for business continuity with strict RTO and RPO goals.

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Architecture Principles in Octank’s Amazon Connect
Implementation At a glance
Operation Excellence Security Reliability
Region selection. Strong identify solution with As resiliency is handled as part of
Single Sign-On (SSO). the service, there are no
Carrier diversity. reliability practices unique to
Protection of data in transit and Amazon Connect beyond of what
Network and desktop hardware. rest. is covered in Operational
Playbooks for operational events. IAM roles, permissions, policies Excellence
Centralized collection of metrics restricting access to data and
for monitoring. services

Review and adjust service quotas

regularly.

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Architecture Principles in Octank’s Amazon Connect
Implementation
Cost Optimization Performance Efficiency Sustainability
Region selection Architectural design Adopt development and testing
methods
Callbacks Contact flow design
Minimize data movement across
Storage Agent enablement networks
Self-service Integration with other AWS Implement a data classification
Services policy
Redirect voice contacts to chat
Testing Optimize impact on customer
devices

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Demo Showcase
Lets walk through a couple of scenarios with our customer
Octank Benefits and the customer experience contacting the service
center

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Demo

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Meet Octank’s Customer
• John Doe
▪ Recently enrolled in FSA and Retirement benefits
▪ Regularly calls to check on balance or with benefits
questions
▪ Most of the calls are self-served, sometimes the call
is routed to a benefits advisor

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Scenario - A
• John Doe calls in Octank Customer Service
▪ Checks FSA balance
▪ Also needs clarification on a recent claim Dependent care (Daycare)

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What did we see? – Scenario – A
• John Doe was able to
▪ Check the balance on his FSA account
▪ Receive an update from Octank on a recent claim
▪ And was given an option to speak to a benefits advisor

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Octank’s Resiliency Testing and Business Continuity
• Octank adheres to strict standards to provide best in class
customer service.
▪ Standards include data security, user experience, and resiliency
▪ For resiliency a Business Continuity Plan (BCP) is validated quarterly

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Scenario - B
• John Doe calls back Octank
▪ This time – he is greeted with different options to get support
– Chat | Octank Website FAQ

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What did we see? Scenario - B
• Octank had initiated a BCP validation
• John was able to get support during the validation and provided
alternate options
• Octank continued to maintain the high standards for service

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Call to Action
• What did we learn from the session?
✓ Key Design Considerations for Amazon Connect
✓ Well Architected Pillar considerations for Amazon Connect
✓ A Demo walk through of a customer experience
• Have more questions on how to implement Amazon Connect
▪ Follow this link to contact us.

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Thank you!

Questions?

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