Amazon Connect is a cloud-based contact center service provided by Amazon Web Services (AWS) that allows businesses to set up a customer contact center in the cloud without the need for complex on-premises infrastructure. With Amazon Connect, businesses can set up a contact center to handle voice, chat, and email interactions with customers, as well as manage agents and track performance metrics. Amazon Connect also offers a range of features such as natural language processing, automatic call distribution, and interactive voice response, among others, to enhance customer experiences and streamline operations.

The Red River Amazon Connect POC is a low cost trial of Amazon Connect.

Based on your needs, this POC could include:

• Setting up the Amazon Connect environment
• Integration/federation with directory services
• Queues and flows setup
• Agent and supervisor profiles
• Monitoring, reporting and call recording
• ITSM integration (e.g. ServiceNow)
• Agent/supervisor training