Goal
- Build an omnichannel Cloud Based Contact Centre
Pricing Model
- Pay as you go
- S3 stores recorded calls
- AWS Lambda can perform custom actions such as call an API
Core Concepts
Contact Flows
- Defines a customer’s experience from start to finsih
Queues
- A place for customers to wait before routing to an agent
Routing Profiles
- Determines what type of calls or chat an agent receives
Contact Flows
- Defines a customer’s experience of an interaction from start to finish
- Welcome
- Biometrics
- Balances
- Routing call to agent
- Sending out surveys
“Omnichannel”
-
Calls
-
Chat
-
Can use the Drag and Drop Designer
-
Queues
- Where people wait before they get to an agent