This Guidance helps financial services institutions transform the customer experience using an Amazon Connect environment on AWS. It demonstrates how to build an omni-channel contact center that is ideal for unpredictable call volume and can easily be configured, managed, and operated by business decision makers. With a cloud-based contact center, you can design the contact flows and onboard agents in a matter of minutes.
Architecture Diagram
Step 1
The customer notices a fraudulent transaction in their credit card statement and reaches out to the bank by their preferred communication channel (such as voice or chat).
Step 2
Amazon Connect provides high-quality omnichannel voice and interactive chat experiences to customers.
Step 3
Amazon Connect integrates with Amazon Lex, a fully managed artificial intelligence (AI) service designed to build conversational AI.
Step 4
Amazon Connect integrates with Amazon Polly, which converts text to speech to offer similar and seamless experiences across both voice and chat to the customers.
Step 5
Amazon Connect integrates with Amazon Connect Voice ID for biometric authentication, and with Contact Lens for Amazon Connect for sentiment analysis.
Step 6
AWS Lambda integrates with the backend systems and APIs and helps customers find the information they need quickly. It also automates resolving some problems without the need for agent interaction.
Step 7
Machine learning models are used to understand customer profiles and offer personalized content delivery.
Step 8
Agents use the Amazon Connect Contact Center Panel (CCP) to interact with and support customers beyond the automation phase.
Step 9
Amazon Connect integrates with various systems and comes with pre-built integrations for popular customer relationship management (CRM) systems, including Salesforce and Zendesk.
Step 1
The customer notices a fraudulent transaction in their credit card statement and reaches out to the bank by their preferred communication channel (such as voice or chat).
Step 2
Amazon Connect provides high-quality omnichannel voice and interactive chat experiences to customers.
Step 3
Amazon Connect integrates with Amazon Lex, a fully managed artificial intelligence (AI) service designed to build conversational AI.
Step 4
Amazon Connect integrates with Amazon Polly, which converts text to speech to offer similar and seamless experiences across both voice and chat to the customers.
Step 5
Amazon Connect integrates with Amazon Connect Voice ID for biometric authentication, and with Contact Lens for Amazon Connect for sentiment analysis.
Step 6
AWS Lambda integrates with the backend systems and APIs and helps customers find the information they need quickly. It also automates resolving some problems without the need for agent interaction.
Step 7
Machine learning models are used to understand customer profiles and offer personalized content delivery.
Step 8
Agents use the Amazon Connect Contact Center Panel (CCP) to interact with and support customers beyond the automation phase.
Step 9
Amazon Connect integrates with various systems and comes with pre-built integrations for popular customer relationship management (CRM) systems, including Salesforce and Zendesk.
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
The platform is built using native AWS services, which integrate natively with AWS CloudTrail and Amazon CloudWatch for monitoring, logging, and auditing purposes. With the use of fully managed services, it becomes very easy to manage the workload because AWS takes care of the operational aspects of the services.
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SecurityRead the Security whitepaper
Resources are separated using VPCs or security groups to ensure only the user-facing services are open to the public and all other services are within private networks. All data is encrypted at rest using AWS Key Management Service.
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ReliabilityRead the Reliability whitepaper
This guidance uses AWS-managed services that are highly available across Availability Zones and provide high reliability. Fully managed services scale up with growth in user demand and scale down when not being used. With an event-driven architecture, you can change services and scale them independently.
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Performance EfficiencyRead the Performance Efficiency whitepaper
This guidance is built in event-driven architecture, so you can change services downstream as you see fit and add new services to improve on performance.
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Cost OptimizationRead the Cost Optimization whitepaper
This guidance uses services with the pay-as-you-go model, ensuring that customers only pay for the resources they use. It consists of fully managed services that scale up with growth in business and scale down when there is not much usage, keeping the costs low.
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SustainabilityRead the Sustainability whitepaper
This guidance uses fully managed services, where the services scale up with the growth in user demand, and are not used when there is no activity.
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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.