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AWS Solutions Library

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, and derive insights from donor or member data.

Download the architecture diagram PDF 

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.

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.

Read the Operational Excellence 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).

Read the Security whitepaper 

Serverless architecture enables the solution to be automatically scalable, available, and deployed across all Availability Zones.

Read the Reliability 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).

Read the Performance Efficiency 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. 

Read the Cost Optimization 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.

Read the Sustainability whitepaper 

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.