Analyze customer satisfaction scores with a serverless post-contact survey solution
This Guidance helps you create, manage, and analyze post-contact surveys with Amazon Connect. With surveys being an important diagnostic tool to adjust the experiences and services delivered to your customers, this Guidance is designed to help you better understand your customer's motivations and intentions following their experience with your business. You can integrate this Guidance with your existing Amazon Connect instances, and get started with post-contact surveys in minutes. Once deployed, you can access a secure web application to define surveys, edit existing surveys, and visualize aggregated results for each survey. You benefit from a modern interface that integrates your contact center and surveys, all in one place.
Please note: [Disclaimer]
Architecture Diagram
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Step 1
The web application (built with React) is hosted in an Amazon Simple Storage Service (Amazon S3) bucket, and is served through Amazon CloudFront.
Step 2
Users (contact center administrators, managers) authenticate using Amazon Cognito. A token is generated. It will secure the REST calls to Amazon API Gateway.
Step 3
As the users interact with the web application, API calls are made to API Gateway, reflecting the operations in the application (such as creating, editing, or visualizing the result of a survey).
Step 4
API Gateway invokes an AWS Lambda function to read and write data in Amazon DynamoDB.
Step 5
The configuration data (surveys’ definition) and the user data (surveys’ results) are stored in DynamoDB. This data is read and written through a set of Lambda functions.
Step 6
Using a pre-configured flow module in Amazon Connect, users define which survey will be offered to customers. Using a Lambda function, the configuration of the required survey is retrieved and offered to the caller.
Step 1
The web application (built with React) is hosted in an Amazon Simple Storage Service (Amazon S3) bucket, and is served through Amazon CloudFront.
Step 2
Users (contact center administrators, managers) authenticate using Amazon Cognito. A token is generated. It will secure the REST calls to Amazon API Gateway.
Step 3
As the users interact with the web application, API calls are made to API Gateway, reflecting the operations in the application (such as creating, editing, or visualizing the result of a survey).
Step 4
API Gateway invokes an AWS Lambda function to read and write data in Amazon DynamoDB.
Step 5
The configuration data (surveys’ definition) and the user data (surveys’ results) are stored in DynamoDB. This data is read and written through a set of Lambda functions.
Step 6
Using a pre-configured flow module in Amazon Connect, users define which survey will be offered to customers. Using a Lambda function, the configuration of the required survey is retrieved and offered to the caller.
Well-Architected Pillars
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 ExcellenceRead the Operational Excellence whitepaper
To enhance your operational excellence, this Guidance is deployed through AWS CloudFormation that helps ensure the successful creation of all required resources and their instrumentation. CloudFormation helps to provision your resources in the cloud through infrastructure as code, providing a template for you to use to deploy this Guidance swiftly. To make any changes, you would need to deploy a new stack that reflects your new version, but the data can be safely migrated between versions.
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SecurityRead the Security whitepaper
The architecture of this Guidance is designed to help you protect your data and systems, control access, and respond automatically to events. First, the AWS Identity and Access Management (IAM) permissions for all the resources included in this Guidance use the principle of least privilege. Second, the data stored in DynamoDB is encrypted using AWS managed keys. Third, traffic between the Amazon S3 bucket (hosting the frontend of this Guidance), and CloudFront is encrypted, requiring HTTPS for all requests to CloudFront. Fourth, the application is only accessed through the Cognito user pool. And, finally, the JSON Web Tokens (JWTs) are used to secure access to the API Gateway resources.
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ReliabilityRead the Reliability whitepaper
Amazon S3, DynamoDB, Lambda, Cognito, and API Gateway are all highly available serverless services that were purpose-built to support a reliable application-level architecture. For example, Amazon S3 provides high durability storage, whereas Lambda enables high-availability by spanning across multiple Availability Zones (AZs). AZs consist of one or more discreet data centers with redundant power, networking, and connectivity, helping to ensure the architecture of this Guidance is both resilient and encompasses a proven failure recovery process.
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Performance EfficiencyRead the Performance Efficiency whitepaper
By using serverless technologies, you only provision the exact resources you use, enhancing your performance efficiency. Some examples include the use of API Gateway which supports 10000 concurrent requests per second, and CloudFront which allows you to deliver web content hosted on Amazon S3 at low latency. Also, Cognito provides a secure identity store (user pools) that can scale to millions of users.
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Cost OptimizationRead the Cost Optimization whitepaper
This Guidance is implemented using serverless services only, and because these services are consumption-based, cost will follow usage. The other benefit of serverless services is that it allows for scaling with usage. Also, this Guidance leverages a common Amazon S3-hosted, CloudFront-served pattern where you can store, secure, and deliver your static content at scale. API Gateway is also served through the same CloudFront distribution.
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SustainabilityRead the Sustainability whitepaper
By extensively using managed services, such as DynamoDB and Lambda, as well as dynamic scaling, you minimize the environmental impact of the backend services when deploying this Guidance. No component of this Guidance will run without active usage.
Implementation Resources
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
Contact Surveys for Amazon Connect
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.