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.
Architecture Diagram
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Step 1
Use Amazon Connect to implement call center capabilities in the Cloud. AWS Lambda, a serverless function, can use your operational data platform for improved customer interactions. Amazon Connect provides skill-based call routing and workflows to streamline call center operations.
Well-Architected Pillars
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The AWS Well-Architected Framework helps you understand the pros and cons of the decisions you make when building systems in the cloud. The six pillars of the Framework allow you to learn architectural best practices for designing and operating reliable, secure, efficient, cost-effective, and sustainable systems. Using the AWS Well-Architected Tool, available at no charge in the AWS Management Console, you can review your workloads against these best practices by answering a set of questions for each pillar.
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.
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Operational Excellence
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.
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Security
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.
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Reliability
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.
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Performance Efficiency
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.
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Cost Optimization
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.
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Sustainability
By extensively using managed services and dynamic scaling, we minimize the environmental impact of the backend services.
Implementation Resources
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A detailed guide is provided to experiment and use within your AWS account. Each stage of building the Guidance, including deployment, usage, and cleanup, is examined to prepare it for deployment.
The sample code is a starting point. It is industry validated, prescriptive but not definitive, and a peek under the hood to help you begin.
Related Content
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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.
References to third-party services or organizations in this Guidance do not imply an endorsement, sponsorship, or affiliation between Amazon or AWS and the third party. Guidance from AWS is a technical starting point, and you can customize your integration with third-party services when you deploy the architecture.