Compared with on-premise implementations, some important architecture questions and implementation decisions may get different responses or views when implementing Amazon Connect. Here are 5 topics that you handle differently:
Hardware and Software Requirements
This is definitely a question that you ask when implementing an on-premise Contact Center solution. But the question becomes irrelevant when using Amazon Connect
|In preparation of your on-premise Contact Center implementation, you want answers to following questions. These enable you to correctly architect your solution:
All these questions will be asked for current and future usage, as you don’t want to design a system that can’t support needs
|Irrelevant, as AWS ensures that all Amazon Connect (and other AWS) services run adequately|
As a customer, you don’t worry about hardware or software requirements when implementing Amazon Connect. Like other AWS Services, Amazon Web Services ensure appropriate sizing and maintenance that is needed for running Amazon Connect.
Neither should you think about user licenses. You pay Amazon Connect as you use it, not by the number of agents/logins that are defined on the platform.
Also linked with the 1st question, availability requirements are a big thing when implementing an on-premise Contact Center solution. Again, with Amazon Connect, this is handled by AWS.
|Some questions that are typically asked when thinking about availability for an on-premise implementation:
||Irrelevant! As described in this article, AWS provides a 99.99% SLA for Amazon Connect|
AWS always operates multiple datacenters in one Region/Availability Zone. In the scenario that one datacenter would fail, this has no effect on the service that is provided.
|Some questions that are typically asked when thinking about correctly sizing for an on-premise implementation:
||Sizing is not a question as Amazon Connect automatically handles volume changes.
Including more (support) channels is not a question of sizing. It is a question of adding channels to Amazon Connect or include them via other AWS Services
Growing or shrinking your Contact Center happens automatically with Amazon Connect. AWS manages all that for you. So, don’t worry if you expect a peak number of calls around Black Friday. You may easily add users in Amazon Connect without having to upgrade, scale-up or scale-out any hardware.
Location is probably not a question that you ask when implementing on-premise. But it is an important question when going for Amazon Connect.
|Clear, that’s in your datacenter(s)||What AWS Region is closest to your Contact Center users?|
Amazon Connect is available in different AWS Regions. Recently, AWS announced two additional regions where Amazon Connect is available.
As an example, it would be strange to implement your Cloud Contact Center solution in Virginia (US) if 90% of your agents are located in Europe. In this scenario, you would chose for Frankfurt or London. Or if your agents are split 50/50 over US and Europe, you might implement two Amazon Connect instances, one in a US region and one in Europe.
It all depends where your agents are located!
Implementing a new solution always requires new skills, or skills slightly change because the selected solution works differently than the legacy solution. As such, that is not different with Amazon Connect. Although, as Amazon Connect is an AWS Service, some infrastructure skills may not be needed anymore.
|Typically, you own your datacenter, and so you need to cater for supporting it. That means that you need skills in the areas of:
To streamline your support processes, you will want to integrate your new Contact Center solution in your ITSM processes too.
|AWS manages Datacenter, Hardware and Software for you.
However, you will want to configure triggers and alarms on AWS (and potentially integrate those with your ITSM solution) for streamlined support
When migrating from a legacy Contact Center solution (or implementing a new greenfield project), and you think about selecting Amazon Connect as replacement, these 5 topics will probably change the way you look at your Cloud Contact Center project. Compared with on-premise implementations, these 5 topics get answered differently. This has impact on your project, but also on the people and the skills that you need to support your Amazon Connect implementation.
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