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AWS Solutions Library

Guidance for Contact Center Modernization for Restaurants on AWS

Overview

This Guidance shows how restaurants can use AWS to create an omnichannel cloud contact center, delivering a personalized experience for the customer and lower cost for the business. Restaurants can move multiple communication channels including voice, chat, short messaging service (SMS), and social media into one environment. The integration of systems that support point of sale (POS) transactions, customer relationship management (CRM), loyalty programs, websites, and mobile applications is seamless. This allows agents to provide recommendations in real-time and quickly meet the needs of the customer. 

How it works

These technical details feature an architecture diagram to illustrate how to effectively use this solution. The architecture diagram shows the key components and their interactions, providing an overview of the architecture's structure and functionality step-by-step.

Download the architecture diagram

Well-Architected Pillars

The architecture diagram above is an example of a Solution created with Well-Architected best practices in mind. To be fully Well-Architected, you should follow as many Well-Architected best practices as possible.

This Guidance can be scripted using Amazon CloudFormation , added to your own development pipeline, and deployed in your cloud environment. Use Amazon CloudWatch to increase your observability with application and service-level metrics, personalized dashboards, and logs.

Read the Operational Excellence whitepaper 

For secure authentication and authorization, we recommend you use AWS Security Token Service (AWS STS) to request temporary, limited-privilege credentials for your users. The permissions for each user are controlled through AWS Identity and Access Management (IAM) roles.

To protect resources, all data is encrypted both in motion and at rest. You can use customer-controlled AWS Key Management Service (AWS KMS) for encryption. Although the solution is serverless, the Lambda components can run within your virtual private cloud (VPC), accessing external services such as Amazon Lex only through a customer’s approved endpoints.

Read the Security whitepaper 

The use of serverless components such as Amazon Connect , Amazon Personalize , Amazon Lex , Amazon Transcribe , Amazon Comprehend , Lambda , Step Functions , Kinesis Data Streams , and API Gateway are highly available and automatically scale based on the usage.

Read the Reliability whitepaper 

To meet your workload requirements, this Guidance will adjust the usage of its serverless components based on demand. It scales both up and down to handle the concurrent processing of potentially thousands of calls or those times when there are no pending calls to process.

Read the Performance Efficiency whitepaper 

Serverless architectures provide a pay-per-value pricing model and scale based on demand. A good practice is to use AWS Budgets to create budgets for cost and usage governance. Create and use Cloud Intelligence Dashboards for comprehensive cost management and financial optimization.

Read the Cost Optimization whitepaper 

By extensively using managed services and dynamic scaling, we minimize the environmental impact of the backend services.

Read the Sustainability whitepaper 

Disclaimer

The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.

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