This Quick Start integrates VoiceFoundry Post-Call Surveys powered by SMG AgentTrack with Amazon Connect. This integration enables contact centers to easily implement and manage post-call surveys and submit them to Service Management Group (SMG) for aggregation, reporting, and center analysis.
The integration deploys two AWS Lambda functions. The first Lambda function is wired to a contact flow in your Amazon Connect instance. When a customer completes a post-call survey, an Amazon Kinesis Data Firehose delivery stream feeds the call records in near real time to an Amazon Simple Storage Service (Amazon S3) bucket. The second Lambda function is triggered by the call record landing in the S3 bucket. It sends your survey results to SMG, where you can see reports, statistics, and key information from your surveys.
With VoiceFoundry Post-Call Surveys powered by SMG AgentTrack, the survey questions are managed from a very simple web UI on the AgentTrack website. There’s no need to alter call flows to change your survey, and no technical knowledge required to maintain surveys.
SMG AgentTrack is a software as a service (SaaS) offering. To deploy this integration, you must first subscribe to VoiceFoundry Post-Call Surveys powered by SMG AgentTrack in AWS Marketplace.
To add this integration to Amazon Connect:
|Step 1||Sign up for an AWS account, if you don't already have one.
Getting an account will automatically sign you up for Amazon Connect and all other AWS services.
|Step 2||Create an S3 bucket to store your contact trace records.|
|Step 3||Subscribe to VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack in AWS Marketplace, and register for SMG AgentTrack.|
|Step 4||Create a new Amazon Connect instance for the integration, or use an existing instance.|
|Step 5||Follow the instructions in the integration guide to:
- Claim a phone number in Amazon Connect.
- Enter the Amazon Resource Name (ARN) of your Amazon Connect instance.
- Select and save your survey questions.
|Step 6||Deploy the integration.
Complete the parameter fields to specify the AgentTrack API key (from the AgentTrack registration process in step 3), the Amazon Connect instance ID (from step 4), and the S3 bucket name (from step 2). Deployment takes about 15 minutes. Amazon Connect integrations are currently supported in the US East (N. Virginia) Region only.
|Step 7||Test the integration.
Follow the steps in the integration guide to test the deployment and to learn how to use VoiceFoundry Post-Call Surveys powered by SMG AgentTrack.
Amazon may share user-deployment information with the AWS Partner that collaborated with AWS on the Quick Start.
You are responsible for the cost of the AWS services and partner solutions used while running this Amazon Connect integration.