- AWS Solutions Library
- Guidance for Donors/Members Contact Center on AWS
Guidance for Donors/Members Contact Center on AWS
Overview
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.
How it works
This architecture gives nonprofits the ability to build out an omnichannel contact center with Amazon Connect Customer, and derive insights from donor or member data.
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.
Operational Excellence
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.
Security
Use Amazon Cognito for unified authentication, to authenticate call center agents into Connect Customer. Connect Customer 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).
Reliability
Serverless architecture enables the solution to be automatically scalable, available, and deployed across all Availability Zones.
Performance Efficiency
By using serverless and managed technologies, you provision only the exact resources you need. Connect Customer, 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).
Cost Optimization
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.
Sustainability
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.