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5: Planning your Amazon Connect deployment

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Manage episode 407214532 series 3551008
内容由CloudInteract - cloudinteract.io提供。所有播客内容(包括剧集、图形和播客描述)均由 CloudInteract - cloudinteract.io 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品,您可以按照此处概述的流程进行操作https://zh.player.fm/legal

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In this podcast episode, Tom Morgan and Alex Baker discuss how to set up and manage an Amazon Connect Contact Centre. They highlight the importance of planning before starting the deployment process and determining how exactly you want to use Amazon Connect.

Alex states the importance of understanding the technical side of things and emphasizing the need for proof of concept which involves proving the technology, getting staff to use it, and checking if the business case makes sense.

The hosts then discuss the feasibility of a lift and shift approach to transformation, where all processes from the legacy system are lifted and moved to the new system. Alex suggests considering the transformation in two phases – an initial lift and shift phase to meet strict deadlines, and then a phase to optimize and take full advantage of the capabilities of the new platform.

They talk about the benefits of setting up a sandbox or development environment where you can test out new ideas, keeping in mind the costs of running multiple contact centres for a certain duration, and the importance of training staff to be self-sufficient in using and optimizing the Amazon Connect contact centre.

The podcast covers the topic of migration in depth and is focused on the practical steps of setting up, transitioning, and managing a new Amazon Connect Contact Centre.

Find out more about CloudInteract at cloudinteract.io.

  continue reading

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Manage episode 407214532 series 3551008
内容由CloudInteract - cloudinteract.io提供。所有播客内容(包括剧集、图形和播客描述)均由 CloudInteract - cloudinteract.io 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品,您可以按照此处概述的流程进行操作https://zh.player.fm/legal

Send us a text

In this podcast episode, Tom Morgan and Alex Baker discuss how to set up and manage an Amazon Connect Contact Centre. They highlight the importance of planning before starting the deployment process and determining how exactly you want to use Amazon Connect.

Alex states the importance of understanding the technical side of things and emphasizing the need for proof of concept which involves proving the technology, getting staff to use it, and checking if the business case makes sense.

The hosts then discuss the feasibility of a lift and shift approach to transformation, where all processes from the legacy system are lifted and moved to the new system. Alex suggests considering the transformation in two phases – an initial lift and shift phase to meet strict deadlines, and then a phase to optimize and take full advantage of the capabilities of the new platform.

They talk about the benefits of setting up a sandbox or development environment where you can test out new ideas, keeping in mind the costs of running multiple contact centres for a certain duration, and the importance of training staff to be self-sufficient in using and optimizing the Amazon Connect contact centre.

The podcast covers the topic of migration in depth and is focused on the practical steps of setting up, transitioning, and managing a new Amazon Connect Contact Centre.

Find out more about CloudInteract at cloudinteract.io.

  continue reading

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