SAGE SCHOOL OF COMPUTER

APPLICATION
PBL Presentation on

CloudConnect

Under the Supervision of: Presented by:

Mrs. Smriti Jain Nilakshi Kale
Asst. Prof., Dept. of CA, 22MCA5CCM10007
SSOCA
Outline
 Introduction
 Objective
 System Requirements
 System Architecture
 Architecture Diagram
 Future work
 Conclusion
 References

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Introduction
 An AWS Connect Call Center Project represents a
comprehensive and adaptable solution within the
Amazon Web Services (AWS) ecosystem for
building, deploying, and managing modern, cloud-
based contact centers.
 Organizations can design and customize their
contact center operations to cater to a wide range of
customer interactions, from inbound and outbound
voice calls to messaging and chat.The website will
also provide a range of customer service tools, such
as online chat, email support, and phone support.

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 Objective
 The objectives for an AWS Connect Call Center Project should
align with the overarching goal of creating a highly efficient and
customer-centric contact center.
 Improve customer interactions and satisfaction by providing
personalized and efficient support across various communication
channels, such as voice, chat, and messaging.
 Implement self-service options like chatbots and IVR to handle
routine inquiries, freeing up human agents for more complex and
valuable tasks.
 Optimize call center operations to reduce response times,
enhance first-call resolution rates, and decrease operational costs
through automation and intelligent routing.

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 System Requirements

● Performance
● Supported Web Browsers
● Security
● Interface
● Internet Connection
● Policy and regulation
● Adaptability
 System Architecture

The architecture is the AWS Connect service is itself. This cloud-

based service provides the essential components for call routing,
customer interactions, and agent management:
1. AWS Connect Service
2. AWS Lambda Functions
3. Amazon Lex
4. Web Interface
5. Data Storage
Architecture Diagram
Future Work
way.
 Setting up a cloud contact center in just a few clicks and
onboard agents to help customers right away.
 Easily scale up or down to meet customer demand, with
the flexibility to onboard tens of thousands of agents
working from anywhere.
 Improve agent productivity and customer experience
across voice and digital channels with the all-in-one, AI-
and ML-powered contact center.

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 Conclusion
In conclusion, an AWS Connect Call Center Project represents a
powerful and adaptable solution for businesses looking to
elevate their customer service and engagement strategies. By
harnessing the capabilities of Amazon Web Services (AWS)
Connect, organizations can build highly efficient, scalable, and
customer-centric contact centers that align with the evolving
demands of modern customers.
AWS Connect stands ready to evolve alongside them. AWS
Connect Call Center Projects provide a solid foundation upon
which businesses can build and continually adapt to meet their
customer service goals. By embracing innovation and staying
attuned to customer needs, organizations can thrive in the
competitive world of customer engagement with the support of
AWS Connect.

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References
❑ AWS Connect Official Documentation
❑ AWS Blogs
❑ AWS Whitepapers page
❑ AWS Labs GitHub Repository
❑ AWS Partner Network (APN) - Contact Center

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