DrVoIP Amazon Connect Planning Guide (2025 update)

This guide from DrVoIP LLC outlines their comprehensive approach to **planning and implementing Amazon Connect contact center solutions**. It emphasizes that **effective planning is crucial** even with cloud-based infrastructure, focusing on **customer and agent experience**. The document details various **key configuration aspects**, including defining customer service queues, managing prompts and languages, establishing contact flows, and setting up agent configurations and routing profiles. Furthermore, it covers **advanced integrations** such as CRM systems and AI-powered Lex Bots, along with **omni-channel routing** for chat, SMS, and email, and features like outbound dialers and voicemail. The guide concludes with **discovery questions and technical considerations** to ensure a successful and modern contact center deployment. Contact Grace@DrVoIP.com or call her (perish the thought, use a phone to actually talk to someone).