AWS prescriptive-guidance documentation change
Summary
Updated document title formatting, fixed Well-Architected Framework naming consistency, minor text adjustments, and corrected blog post reference naming
Security assessment
Changes are editorial improvements (title formatting, punctuation fixes, and blog post name correction). No security vulnerabilities addressed or security features documented. The existing security pillar reference remains unchanged.
Diff
diff --git a/prescriptive-guidance/latest/ivr-design-on-connect/map-journey.md b/prescriptive-guidance/latest/ivr-design-on-connect/map-journey.md index 762aa023b..341dc8fc9 100644 --- a//prescriptive-guidance/latest/ivr-design-on-connect/map-journey.md +++ b//prescriptive-guidance/latest/ivr-design-on-connect/map-journey.md @@ -5 +5 @@ -[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Best practices for designing the foundation of a dynamic and modular IVR experience on Connect Customer](introduction.html) +[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Designing the foundation of a dynamic and modular IVR experience on Connect Customer](introduction.html) @@ -11 +11 @@ When your organization's goals have been defined, work back to build a customer -This step is critical to planning for three [AWS Well-Architected Framework](https://aws.amazon.com/architecture/well-architected/) pillars: [operational excellence](https://docs.aws.amazon.com/wellarchitected/latest/operational-excellence-pillar/welcome.html), [security](https://docs.aws.amazon.com/wellarchitected/latest/security-pillar/welcome.html), and [reliability](https://docs.aws.amazon.com/wellarchitected/latest/reliability-pillar/welcome.html). +This step is critical to planning for three [AWS Well Architected](https://aws.amazon.com/architecture/well-architected/) pillars: [operational excellence](https://docs.aws.amazon.com/wellarchitected/latest/operational-excellence-pillar/welcome.html), [security](https://docs.aws.amazon.com/wellarchitected/latest/security-pillar/welcome.html), and [reliability](https://docs.aws.amazon.com/wellarchitected/latest/reliability-pillar/welcome.html). @@ -13 +13 @@ This step is critical to planning for three [AWS Well-Architected Framework](htt -Here are some questions to consider when you create the customer contact journey map: +Here are some questions**** to consider when you create the customer contact journey map: @@ -43 +43 @@ For example, payment information on the IVR might require encryption and PCI DSS -It's essential to identify scenarios where high call volume could lead to longer wait times. In these situations, the IVR system often acts as a gateway for effective redirection of customer contacts. Some common deflection strategies include offering callbacks during exceptionally long wait times, designing overflow scenarios that expand the pool of target agents, playing promotional messages, and redirecting a customer to another channel (SMS or chat). For more information about these strategies, see the blog post [How to handle unexpected contact spikes with Connect Customer](https://aws.amazon.com/blogs/contact-center/how-to-handle-unexpected-contact-spikes-with-amazon-connect/). +It's essential to identify scenarios where high call volume could lead to longer wait times. In these situations, the IVR system often acts as a gateway for effective redirection of customer contacts. Some common deflection strategies include offering callbacks during exceptionally long wait times, designing overflow scenarios that expand the pool of target agents, playing promotional messages, and redirecting a customer to another channel (SMS or chat). For more information about these strategies, see the blog post [How to handle unexpected contact spikes with Amazon Connect Customer](https://aws.amazon.com/blogs/contact-center/how-to-handle-unexpected-contact-spikes-with-amazon-connect/).