This Guidance demonstrates how Nonprofits can drive higher engagement with donors/members by building an intelligent omni-channel contact center leveraging AWS Artificial Intelligence/Machine Learning and Omnichannels contact center services.
Architecture Diagram
Step 1
The donor or member can either chat with or call in to the contact center. The agent authenticates the donor or member into the contact center with Amazon Cognito.
Step 2
The nonprofit’s website can be hosted on Amazon Amplify or on-premises. This gives the donor or member an option to chat with a chatbot, or call an agent directly in the contact center with Amazon Connect.
Step 3
Donors or members can chat with the chatbot using Amazon Lex for FAQs or account and membership questions.
Step 4
Amazon Connect has the ability to authenticate a caller’s voice, record calls, and provide sentiment and trends of conversations in near real-time.
Step 5
Amazon Lex chat fulfillment can be made more personalized using AWS Lambda.
Step 6
Lambda can look into where the nonprofit’s donor or member records are stored. They can be stored in an AWS database or a customer relationship management (CRM) system on-premises.
Step 7
Call recordings and transcripts can be stored into Amazon Simple Storage Service (Amazon S3), and used with Amazon OpenSearch Service for distributed search and Amazon QuickSight for data visualization.
Step 1
The donor or member can either chat with or call in to the contact center. The agent authenticates the donor or member into the contact center with Amazon Cognito.
Step 2
The nonprofit’s website can be hosted on Amazon Amplify or on-premises. This gives the donor or member an option to chat with a chatbot, or call an agent directly in the contact center with Amazon Connect.
Step 3
Donors or members can chat with the chatbot using Amazon Lex for FAQs or account and membership questions.
Step 4
Amazon Connect has the ability to authenticate a caller’s voice, record calls, and provide sentiment and trends of conversations in near real-time.
Step 5
Amazon Lex chat fulfillment can be made more personalized using AWS Lambda.
Step 6
Lambda can look into where the nonprofit’s donor or member records are stored. They can be stored in an AWS database or a customer relationship management (CRM) system on-premises.
Step 7
Call recordings and transcripts can be stored into Amazon Simple Storage Service (Amazon S3), and used with Amazon OpenSearch Service for distributed search and Amazon QuickSight for data visualization.
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
This Guidance with a contact center reference architecture is fully serverless. Your solution can be deployed with infrastructure as code and automation for fast iteration and consistent deployments. Use Amazon CloudWatch for application and infrastructure monitoring.
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SecurityRead the Security whitepaper
Use Amazon Cognito for unified authentication, to authenticate call center agents into Amazon Connect. Amazon Connect also has built-in security measures for data protection, such as encryption with data in transit and at rest, logging, and monitoring, as well as a deep integration with AWS Identity Access Management (IAM).
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ReliabilityRead the Reliability whitepaper
Serverless architecture enables the solution to be automatically scalable, available, and deployed across all Availability Zones.
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Performance EfficiencyRead the Performance Efficiency whitepaper
By using serverless and managed technologies, you provision only the exact resources you need. Amazon Connect, Amazon Lex, Amazon Cognito, Lambda, and Amazon S3 are all Regional services. Use Regional services for Regional customers (and when using other AWS services within the same Region).
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Cost OptimizationRead the Cost Optimization whitepaper
By using serverless technologies and automatically scaling, you pay only for the resources you use. Serverless services don’t cost anything while they’re idle.
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SustainabilityRead the Sustainability whitepaper
Minimize your environmental impact. This solution can automatically move infrequently accessed data to cold storage with Amazon S3 Lifecycle configurations. By using managed services and dynamic scaling, this architecture minimizes the environmental impact of the backend services.
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.
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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.