CONNECT FIRST CALL DECK EXAM QUESTIONS

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CONNECT FIRST CALL DECK EXAM QUESTIONS

Actual Qs and Ans Expert-Verified Explanation

This Exam contains:

-Guarantee passing score -69 Questions and Answers -format set of multiple-choice -Expert-Verified Explanation

Question 1: Difficult integrations?

Answer:

Integrations required multiple components, channels and vendors. Overly complex Question 2: What makes dynamic, personal, and natural contact flows a differentiator?

Answer:

1) With integrated customer data, the contact flow engine can anticipate end-customer needs, predicting and delivering answers to questions before they are even asked.2) Design conversational interactions that feel natural to your customers - how? by integrating with Amazon Lex, giving you access to the same speech recognition and natural language understanding technology that powers Alexa.Question 3: I've heard Amazon Connect is built on Twilio. To what extent do you leverage Twilio in your solutions? Are there any dependencies?

Answer:

Amazon Connect was built from the ground up by Amazon. Twilio is a great customer of AWS and is an Amazon Connect partner who has provided integrations built on top of Amazon Connect. They offer a number of API's that customers can leverage in conjunction with Amazon Connect to achieve their desired business outcomes.

Question 4: How do we address carrier redundancy with Amazon Connect?

Answer:

Amazon Connect supports multiple carriers in all Amazon Connect supported regions providing industry standard redundancy for telecom services. AMCS, LLC. is an independent RespOrg and if a situation warrants the change, inbound voice traffic can be redirected.Question 5: What are the 6 issues contact center solutions had that did not meet Amazon requirments?

Answer:

Cumbersome tools, difficult integrations, heavy professional services, (hardware, telphony integration, Space), (Security, Scalability, Reliability), and Complex pricing.

Question 6: Point to elaborate with scalability?

Answer:

In preparation for Amazon Prime Day, Amazon'c Customer Service Centers scale up adding thousands of new agents and we scale them back down literally in one day. Tens of millions of prime members made a purchase.`

Question 7: Your data - what does that mean?

Answer:

It's your data, For example call recordings are stored in your S3 bucket, where you can control access and lifecycle using the powerful S3 tool set. You can have the system create an S3 bucket for you or you can use and specify an S3 bucket you already have data stored in.

Question 8: What qualifies as a Free Trial?

Answer:

· You get 90 minutes of Amazon Connect (application usage) for free and at least 30 minutes of telephony for free. · A local direct inward dial (DID) number for the AWS region . For US regions only, a US toll-free number for use per month and 30 minutes per month of US inbound toll-free calls

Question 9: Heavy Professional Services

Answer:

Systems were built in proprietary environments requiring esoteric skills (select few who have special knowledge or interest)

Question 10: Do you use Twilio as a Carrier?

Answer:

Amazon Connect uses multiple carriers to improve reliability and pricing. We don't disclose our telephony providers.

Question 11: Can I Bring my own Telephony (BYOT)?

Answer:

Amazon Connect includes all the telecommunication infrastructure you need since we are the carrier (provided by AMCS, LLC entity). We peer with multiple telephony providers and are able to select the best path in the event of carrier or circuit issues, providing increased reliability at low rates

Question 12: An example of natural?

Answer:

Integration with Amazon Lex means customers can experience the same Speech Recognition and Natural Language Understanding (NLU) technology that powers Amazon's Alexa.

Question 13: Why can't I order phone numbers in XYZ country?

Answer:

There are several reasons we are offering phone numbers for some countries and not others.· Regulatory concerns - Some countries only allow companies licensed as a telecom provider (in that country) to publicly offer phone numbers, which has regulatory compliance implications · Audio Quality Concerns - We evaluate requests with the goal of ensuring the highest quality voice. We want to avoid latency issues that impact the customer experience.Telecom Carrier availability - We work with several global telecom carriers, but they don't always have phone numbers from every country. They are depending on partnerships with other carriers to fill this type of request

Question 14: Point to elaborate with reliability?

Answer:

Second only to security, the reliability of our contact center is critical in order to service the needs of our customers

Question 15: An example of personal?

Answer:

Using Customer Data, Contact Flows can be created to identify the customer and determine how best to treat the interaction and how and where to route the call

Question 16: What makes self-service configuration a differentiator?

Answer:

Amazon Connect can be setup in minutes and agents can take calls after just a few simple steps. It makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics, without requiring specialized skills Question 17: Can I integrate the agent Contact Control Panel (CCP) to my in-house applications? Can I change the CCP to do what I need it to do? I need to integrate it to a CRM.

Answer:

An Open Source, client side (Javascript) API available for integrations to CRM solution · Yes, the Amazon Connect CCP can be integrated into custom CRM applications using our open source, client side (JavaScript) APIs https://github.com/aws/amazon-connect-streams . The APIs provide the ability to integrate the CCP as is (with the out of the box UI as an iframe), or build your own UI using the granular call control APIs. See the documentation for more details on APIs exposed.

Question 18: Why doesn't Amazon Connect offer an SLA?

Answer:

SLAs, which are often available from legacy contact center vendors.Reliability is second only to security, (1) by referencing AWS's history of reliability and scale, and most AWS services don't have SLAs but the few that do are published. In addition, we provide a Service Health Dashboard that shows the current operational status of each of our services in real-time, so that our uptime and performance are fully transparent. , (2) stating that SLAs don't fix the problem we want to focus on working with you to improve on that," (3) noting that our consumption based model is dependent on their success - it has an inherent SLA built in - "if you aren't successfully taking calls, you don't pay".Pivot: Ask the customer about their existing SLA's and whether or not they are happy with their existing SLA.

Question 19: What does the AWS Lambda integration give Connect customers?

Answer:

Gives the flexibility to run code for virtually an type of application or backend service, without provisioning hardware. For example, the system executed some code in Lambda to look into a customer database to identify the caller. It then did a data dip into another database with the flight booking system to understand help identify the intent of the call.

Question 20: Amazon Supports ....?

Answer:

Millions of Customers, Dozen of Languages, 32 countries, and Amazon strives to be the Earths most customer centric company.