amazon connect integration
Deloitte TrueVoice Registration and Integration
Analyze behaviors and emotion on every call
This Quick Start deploys TrueVoice Proof of Value (PoV) registration artifacts on the Amazon Web Services (AWS) Cloud. As part of this Quick Start, you answer questions about your business and the TrueVoice services that you want to use.
TrueVoice is an artificial intelligence (AI)-driven voice analytics solution that analyzes behavior and emotion on every call, which helps call centers to quickly understand how customers feel. It monitors all customer interactions to highlight areas of risk and opportunities to improve outcomes. It analyzes both language and behaviors —“what is said” and “how it is said” — harnessing the power of machine learning to predict outcomes instead of relying on standard keywords.
TrueVoice provides deep analytics and insights, which can be tailored to your specific requirements. Outcomes are based on a customer’s complete experience, rather than on isolated incidents. This provides outlier detection that enables appropriate action on higher-risk segments or interactions.
After successful PoV registration, an AWS Service Catalog product will be made available to you that will automatically deploy Amazon Simple Storage Service (Amazon S3), AWS Lambda, and AWS Identity and Access Management (IAM) resources to enable integration with TrueVoice. These integration resources enable you to seamlessly transfer audio recordings for processing by TrueVoice.
Beyond the PoV stage, TrueVoice can easily be integrated with Amazon Connect and traditional contact center call-recording sources for live ongoing processing.
This Quick Start was developed by Deloitte LLP in collaboration with AWS.
Deloitte LLP is an APN Partner.
Steps to deploy:
| Step 1 | If you don't already have one, sign up for an AWS account, and sign in at https://aws.amazon.com with an IAM user role that has the necessary permissions. Getting an account will automatically sign you up for all necessary AWS services. |
| Step 2 | Launch the Quick Start into your AWS account, changing the AWS Region and stack name if necessary. Provide values for all of the parameters. |
| Step 3 | Make note of your TrueVoice registration ID. |
| Step 4 | Await confirmation from the TrueVoice PoV engagement team. |
Amazon may share user-deployment information with the AWS Partner that collaborated with AWS on this solution.
For more information about deployment and post-deployment processes for this Quick Start, see the guide.
If you successfully register for the TrueVoice PoV, you will be responsible for the costs of running the TrueVoice integration AWS resources defined in the AWS Service Catalog Product. There is no cost to you for any Deloitte services incurred as part of this PoV.