Amazon Connect | Getting Started Flashcards
Do you have examples of how customers are already using Amazon Connect?
Getting Started
Amazon Connect | Customer Engagement
Yes. Please see the Amazon Connect website.
How can I try Amazon Connect?
Getting Started
Amazon Connect | Customer Engagement
Amazon Connect is self-service so you can try before you buy, without talking to sales, completing RFPs, or hiring for consultants or professional services. Simply log in to the AWS Console using your AWS account and set up an Amazon Connect instance.
Is there a free trial for Amazon Connect?
Getting Started
Amazon Connect | Customer Engagement
Yes. You have access to the following features for free each month for the first 12 months that you use the service:
- 90 minutes per month of Amazon Connect usage
- A local direct inward dial (DID) number for the AWS region
- 30 minutes per month of local (to the AWS region) inbound DID calls
- 30 minutes per month of local (to the AWS region) outbound calls
- For US regions, a US toll-free number for use per month and 30 minutes per month of US inbound toll-free calls
For any additional usage, you will be charged at the published Amazon Connect pricing.
To start your free trial, create an Amazon Connect instance in your AWS account and start using the service.
How do I set up an instance of Amazon Connect?
Getting Started
Amazon Connect | Customer Engagement
Log in to the AWS Console, launch Amazon Connect, and complete the following steps:
- Select a Directory
- Create an Administrator
- Select Telephony Options
- Set a Storage Location
- Review and Confirm
- Claim a phone number
- Place a test call
When you create a user make sure it has admin privileges so you can perform additional configurations.
What are the basics for configuring an Amazon Connect instance for my business?
Getting Started
Amazon Connect | Customer Engagement
Log in to your Amazon Connect instance as the user you created with admin privileges and configure the following:
- Claim a phone number (if you haven’t already done so)
- Set up hours of operations
- Create queues which manage how your agents handle contacts
- Record prompts that will be played to customers
- Create contact flows to define the experiences your customers will have when they contact you
- Create routing profiles so you can configure and prioritize the queues your agents will handle contacts from
- Add your users and assign them routing profiles and (optional) permissions
What is an Amazon Connect instance?
Getting Started
Amazon Connect | Customer Engagement
An Amazon Connect instance is a virtual contact center. It is 100% cloud-based and can scale to support any sized business. Note: An Amazon Connect instance is not aligned to an EC2 instance or any other hardware concept.
What is the benefit of being 100% cloud-based?
Getting Started
Amazon Connect | Customer Engagement
Because Amazon Connect is 100% cloud-based:
- Managers and agents can use it anywhere as long as they have an internet connection and a supported browser.
- You don’t need to manage hardware, space, or telephony infrastructure.
- You don’t need to plan for scaling up or down. The system is elastic and will grow and shrink as you need.
How does Amazon Connect stay available?
Getting Started
Amazon Connect | Customer Engagement
Amazon Connect stays available by using multiple Availability Zones in an AWS Region to provide fault tolerance if there is a server failure or Availability Zone outage. Amazon Connect uses multiple, redundant paths to telecom carriers to ensure that calls can continue to be established if there is a failure or circuit issue. In regions where they are available, redundant carriers are used, and we continuously add carriers and paths to ensure that we deliver a high-quality experience. Software updates are performed regularly, and there are no scheduled outages.
Is Amazon Connect scalable?
Getting Started
Amazon Connect | Customer Engagement
Yes, the technology that powers Amazon Connect has been proven to scale with the needs of Amazon’s award winning customer service. It’s in use by teams ranging from ten to tens of thousands of agents.
Which browsers are supported?
Getting Started
Amazon Connect | Customer Engagement
Amazon Connect requires WebRTC to enable communications. The following browsers are supported:
Browser Version Check Your Version
Google Chrome Last three versions
Open Chrome and type chrome://version in your address bar. The version is in the Google Chrome field at the top of the results.
Mozilla Firefox ESR Last version Open Firefox. On the menu, choose the Help icon and then choose About Firefox. The version number is listed underneath the Firefox name.
Mozilla Firefox Last three versions Open Firefox. On the menu, choose the Help icon and then choose About Firefox. The version number is listed underneath the Firefox name.
The version number is listed underneath the Firefox name.
Where is Amazon Connect hosted?
Getting Started
Amazon Connect | Customer Engagement
You can see where Amazon Cconnect is hosted by visiting AWS Region Table.
Which languages does Amazon Connect support?
Getting Started
Amazon Connect | Customer Engagement
Amazon Connect supports the following eight languages: English, Spanish, French, Brazilian Portuguese, Korean, German, Simplified Chinese, and Japanese. You are provided a localized view when accessing the Amazon Connect management console, as well as your Amazon Connect contact center instances.
Is Amazon Connect PCI DSS compliant?
Getting Started
Amazon Connect | Customer Engagement
Yes Amazon Connect is certified as Payment Card Industry Data Security Standard (PCI DSS) compliant as of June 30th, 2017. Amazon Web Services (AWS) has successfully completed the 2017-2018 PCI DSS v3.2 assessment. The covered AWS services that are already PCI DSS compliant can be found within AWS Services in Scope by Compliance Program.
AWS being a PCI DSS Compliant Service Provider means that customers who use AWS products and services to store, process or transmit cardholder data can rely on our technology infrastructure as they manage their own PCI DSS compliance certification.
How do I access the PCI DSS Compliance Package?
Getting Started
Amazon Connect | Customer Engagement
The PCI DSS 3.2 Compliance Package can be downloaded now through AWS Artifact in the AWS Management Console. To download the package:
- Sign in to your AWS account.
- In the list of services under Security, Identity & Compliance, choose Artifact. On the next page, choose PCI DSS Attestation of Compliance (AOC) and Responsibility Summary – Current.
Is Amazon Connect HIPAA eligible?
Getting Started
Amazon Connect | Customer Engagement
Yes Amazon Connect is HIPAA eligible. If you have an executed Business Associate Agreement (BAA) with Amazon Web Services (AWS), you can now use Amazon Connect to handle contacts containing protected health information (PHI). HIPAA eligibility applies to all AWS Regions where Amazon Connect is available. For more information about HIPAA-eligible services on AWS, see our HIPAA Compliance page.
