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AWS Solutions Library

Guidance for Contact Surveys for Amazon Connect

Analyze customer satisfaction scores with a serverless post-contact survey solution

Overview

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. 

How it works

This architecture diagram shows how to analyze customer satisfaction scores using a modern web application built on AWS. You can integrate this Guidance with your Amazon Connect instance to configure, manage, and visualize the results of post-contact surveys stemming from your contact center.

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.

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. 

Read the Operational Excellence 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.

Read the Security 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. 

Read the Reliability 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.

Read the Performance Efficiency 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.

Read the Cost Optimization 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.

Read the Sustainability whitepaper 

Related Content

Contact surveys for Amazon Connect

This sample code gives an end-to-end solution that will enable users to create and manage surveys, use these surveys with their Amazon Connect contact center, and visualize their results.

Learn more

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.