AWS connect documentation change
Summary
Replaced all occurrences of 'Amazon Connect' with 'Connect Customer' throughout the document
Security assessment
The changes are purely terminological replacements without modifying security guidance. The encryption mention remains unchanged ('voice and data is already encrypted'), and no vulnerabilities or new security features are addressed.
Diff
diff --git a/connect/latest/adminguide/performance-efficiency-bp.md b/connect/latest/adminguide/performance-efficiency-bp.md index bdca365cf..3f9e4cf08 100644 --- a//connect/latest/adminguide/performance-efficiency-bp.md +++ b//connect/latest/adminguide/performance-efficiency-bp.md @@ -11 +11 @@ Architectural designFlow designLoad testingAgent enablementUsing other AWS servi -Performance efficiency includes the ability to use computing resources efficiently to meet system requirements, and to maintain that efficiency as demand changes and technologies evolve. This section provides an overview of design principles, best practices, and questions surrounding performance efficiency for Amazon Connect workloads. You can find prescriptive guidance on implementation in the [Performance Efficiency Pillar]( https://d0.awsstatic.com/whitepapers/architecture/AWS-Performance-Efficiency-Pillar.pdf) whitepaper. +Performance efficiency includes the ability to use computing resources efficiently to meet system requirements, and to maintain that efficiency as demand changes and technologies evolve. This section provides an overview of design principles, best practices, and questions surrounding performance efficiency for Connect Customer workloads. You can find prescriptive guidance on implementation in the [Performance Efficiency Pillar]( https://d0.awsstatic.com/whitepapers/architecture/AWS-Performance-Efficiency-Pillar.pdf) whitepaper. @@ -46 +46 @@ A flow defines the customer experience with your contact center from start to fi -Many Large businesses support multiple phone numbers, business units, prompts, queues, and other Amazon Connect resources. While it is possible to have unique flows for each phone number and line of business, it can lead to a one-to-one mapping of phone numbers and flows. This results in unnecessary service quota requests and a large number of flows to support and maintain. A one-to-one mapping of DNIS and Flow implementation is illustrated in the following figure: +Many Large businesses support multiple phone numbers, business units, prompts, queues, and other Connect Customer resources. While it is possible to have unique flows for each phone number and line of business, it can lead to a one-to-one mapping of phone numbers and flows. This results in unnecessary service quota requests and a large number of flows to support and maintain. A one-to-one mapping of DNIS and Flow implementation is illustrated in the following figure: @@ -50 +50 @@ Many Large businesses support multiple phone numbers, business units, prompts, q -Alternatively, you should consider an approach that results in Multiple DNIS to one or few flows by using the dynamic nature of Amazon Connect Flows. With this approach, you can store configuration information like Prompts, Queues, Business Hours, Whisper Prompts/Flows, Queues, Queue Treatments and Hold Messages etc., in NoSQL Database DynamoDB. In Amazon Connect, you can associate multiple phone numbers to the same flow and use the Lambda function to look up configurations for that phone number. This allows you to dynamically define the contact’s experience based on the attributes returned from DynamoDB. +Alternatively, you should consider an approach that results in Multiple DNIS to one or few flows by using the dynamic nature of Connect Customer Flows. With this approach, you can store configuration information like Prompts, Queues, Business Hours, Whisper Prompts/Flows, Queues, Queue Treatments and Hold Messages etc., in NoSQL Database DynamoDB. In Connect Customer, you can associate multiple phone numbers to the same flow and use the Lambda function to look up configurations for that phone number. This allows you to dynamically define the contact’s experience based on the attributes returned from DynamoDB. @@ -58 +58 @@ For example, you can play prompts or use Text-to-Speech (TTS) to greet callers b -If you need to run load or scale testing, you can employ third-party or partner solutions to run load tests, or develop your own custom solution using the Amazon Connect [StartOutboundVoiceContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartOutboundVoiceContact.html) API to generate calls combined with browser automation scripts to simulate agent behavior. Before to performing load tests, review and follow [Load and penetration / security testing policies for Amazon Connect](./load-and-penetration-testing.html). +If you need to run load or scale testing, you can employ third-party or partner solutions to run load tests, or develop your own custom solution using the Connect Customer [StartOutboundVoiceContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartOutboundVoiceContact.html) API to generate calls combined with browser automation scripts to simulate agent behavior. Before to performing load tests, review and follow [Load and penetration / security testing policies for Connect Customer](./load-and-penetration-testing.html). @@ -62 +62 @@ If you need to run load or scale testing, you can employ third-party or partner -Amazon Connect provides a readily available browser-based Contact Control Panel (CCP) for agents to interact with customer contacts. Your agents use the CCP to accept contacts, chat with contacts, transfer them to other agents, put them on hold, and perform other key tasks. You can realize significant performance efficiency through the creation of custom agent desktop solutions using the [Amazon Connect Streams](https://github.com/aws/amazon-connect-streams) API. Consider using the Streams API to increase performance efficiency in the following areas: +Connect Customer provides a readily available browser-based Contact Control Panel (CCP) for agents to interact with customer contacts. Your agents use the CCP to accept contacts, chat with contacts, transfer them to other agents, put them on hold, and perform other key tasks. You can realize significant performance efficiency through the creation of custom agent desktop solutions using the [Connect Customer Streams](https://github.com/aws/amazon-connect-streams) API. Consider using the Streams API to increase performance efficiency in the following areas: @@ -64 +64 @@ Amazon Connect provides a readily available browser-based Contact Control Panel - * CRM integration - The Streams API allows you to embed the CCP in your CRM application, create your own interface, or integrate with other AWS services and partner solutions to provide your agents with the tools and resources they need to service your contacts. With a custom desktop, like the Amazon Connect and [Salesforce integration](./salesforce-integration.html), your agents can get a comprehensive view of customer and contact in a single interface without managing multiple screens and interfaces. + * CRM integration - The Streams API allows you to embed the CCP in your CRM application, create your own interface, or integrate with other AWS services and partner solutions to provide your agents with the tools and resources they need to service your contacts. With a custom desktop, like the Connect Customer and [Salesforce integration](./salesforce-integration.html), your agents can get a comprehensive view of customer and contact in a single interface without managing multiple screens and interfaces. @@ -66 +66 @@ Amazon Connect provides a readily available browser-based Contact Control Panel - * Authentication - You can configure SAML for identity management in Amazon Connect and use IAM Identity Center (SSO) to allow your agents to use the same credentials they use to access your other systems and avoid the need to enter them multiple times. + * Authentication - You can configure SAML for identity management in Connect Customer and use IAM Identity Center (SSO) to allow your agents to use the same credentials they use to access your other systems and avoid the need to enter them multiple times. @@ -81 +81 @@ This section discusses AWS services that you can use to improve performance, ide -You can use AWS Lambda in your Amazon Connect Flows to perform data dips for customer information, send SMS text messages, and with other services like Amazon S3 to automatically distribute scheduled reports. For more information, see [Best Practices for Working with AWS Lambda functions](https://docs.aws.amazon.com/lambda/latest/dg/best-practices.html). +You can use AWS Lambda in your Connect Customer Flows to perform data dips for customer information, send SMS text messages, and with other services like Amazon S3 to automatically distribute scheduled reports. For more information, see [Best Practices for Working with AWS Lambda functions](https://docs.aws.amazon.com/lambda/latest/dg/best-practices.html). @@ -91 +91 @@ Depending on your VDI environment, you may not be able to take advantage of Dire -Do not use Direct Connect for "QoS" or "increased security." Direct Connect can cause performance degradation in cases where the latency from the agent workstation is higher than the ISP’s path to the Amazon Connect instance. Direct Connect does not offer additional security when compared to an ISP as Amazon Connect voice and data is already encrypted. +Do not use Direct Connect for "QoS" or "increased security." Direct Connect can cause performance degradation in cases where the latency from the agent workstation is higher than the ISP’s path to the Connect Customer instance. Direct Connect does not offer additional security when compared to an ISP as Connect Customer voice and data is already encrypted. @@ -95 +95 @@ Do not use Direct Connect for "QoS" or "increased security." Direct Connect can -Amazon Connect offers a native integration with Amazon Polly, allowing you to play dynamic and natural Text-to-Speech (TTS), use Speech Synthesis Markup Language (SSML), and take advantage of Neural Text-to-Speech (NTTS) to achieve the most natural and human-like text-to-speech voices possible. +Connect Customer offers a native integration with Amazon Polly, allowing you to play dynamic and natural Text-to-Speech (TTS), use Speech Synthesis Markup Language (SSML), and take advantage of Neural Text-to-Speech (NTTS) to achieve the most natural and human-like text-to-speech voices possible. @@ -101 +101 @@ Your contact’s path to service can be a challenging experience that doesn’t -Amazon Lex is a service that allows you to create intelligent conversational chatbots. It lets you turn your Amazon Connect contact center flows into natural conversations that provide personalized experiences for your callers. Using the same technology that powers Amazon Alexa, an Amazon Lex chatbot can be attached to your Amazon Connect Flow to recognize the intent of your caller, ask follow-up questions, and provide answers. Amazon Lex maintains context and manages the dialogue, dynamically adjusting the responses based on the conversation, so your contact center can perform common tasks for callers, to address many customer inquiries through self-service interactions. Additionally, Amazon Lex chatbots support an optimal (8 kHz) telephony audio sampling rate, to provide increased speech recognition accuracy and fidelity for your contact center voice interactions. +Amazon Lex is a service that allows you to create intelligent conversational chatbots. It lets you turn your Connect Customer contact center flows into natural conversations that provide personalized experiences for your callers. Using the same technology that powers Amazon Alexa, an Amazon Lex chatbot can be attached to your Connect Customer Flow to recognize the intent of your caller, ask follow-up questions, and provide answers. Amazon Lex maintains context and manages the dialogue, dynamically adjusting the responses based on the conversation, so your contact center can perform common tasks for callers, to address many customer inquiries through self-service interactions. Additionally, Amazon Lex chatbots support an optimal (8 kHz) telephony audio sampling rate, to provide increased speech recognition accuracy and fidelity for your contact center voice interactions. @@ -114 +114 @@ Building an effective Amazon Lex bot requires providing simple and realistic utt -For situations where you need to gain additional insight from your contact metrics and real-time data from Amazon Connect, you can: +For situations where you need to gain additional insight from your contact metrics and real-time data from Connect Customer, you can: @@ -120 +120 @@ For situations where you need to gain additional insight from your contact metri - * Leverage the [Amazon Connect Agent Event Kinesis Stream](./agent-event-streams.html) for real-time agent CTI and schedule adherence data. + * Leverage the [Connect Customer Agent Event Kinesis Stream](./agent-event-streams.html) for real-time agent CTI and schedule adherence data. @@ -127 +127 @@ For situations where you need to gain additional insight from your contact metri -Using Amazon OpenSearch Service and Kibana to process real-time Amazon Connect data gives you a flexible way to query and visualize real-time and historical Amazon Connect data beyond native reporting capabilities. +Using Amazon OpenSearch Service and Kibana to process real-time Connect Customer data gives you a flexible way to query and visualize real-time and historical Connect Customer data beyond native reporting capabilities. @@ -129 +129 @@ Using Amazon OpenSearch Service and Kibana to process real-time Amazon Connect d -### Amazon Connect Contact Lens +### Connect Customer Contact Lens @@ -131 +131 @@ Using Amazon OpenSearch Service and Kibana to process real-time Amazon Connect d -Contact Lens is a set of machine learning (ML) capabilities integrated into Amazon Connect that allow contact center supervisors to better understand the sentiment, trends, and compliance risks of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback. Contact Lens transcribes contact center calls to create a fully searchable archive and surface valuable customer insights. +Contact Lens is a set of machine learning (ML) capabilities integrated into Connect Customer that allow contact center supervisors to better understand the sentiment, trends, and compliance risks of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback. Contact Lens transcribes contact center calls to create a fully searchable archive and surface valuable customer insights. @@ -166 +166 @@ To use the Amazon Web Services Documentation, Javascript must be enabled. Please -Reliability in Amazon Connect +Reliability in Connect Customer @@ -168 +168 @@ Reliability in Amazon Connect -Cost optimization for Amazon Connect workloads +Cost optimization for Connect Customer workloads