[Music]
hello hello welcome to solving with aws
solutions your deep dive into reference
architectures built by aws
that are ready to deploy instantly in
the cloud i'm rob your host joined again
with rockin ruxin hey ruxina
hey rob today we are going to talk about
voicemail for amazon connect solution
which is a reference architecture that
enables amazon connects
call center administrators to easily
configure
and automate a voicemail workflow for
your agents
that's right customers can call in and
leave a voicemail for a specific agent
who will receive a transcription via sns
or email
all right let's jump into the solution
details
can you walk us through the solution
detail page for voicemail for amazon
connect please
so i'm on the solution landing page as
you can see uh this is like your one
stop shop to view all the solution
resources
you can view the architecture diagram
from here and get to know more about the
solution
with the deployment guide and you also
have a link to the cloud formation
template
to do a one-click deployment of the
solution in your aws account
so if we look at the architecture
diagram amazon connects central to this
how does connect interact with the
actual solution what happens is when
customers
call into the amazon connect call center
essentially contact trace record or
information about the call like you know
whether a customer is on queue or the
total interaction
time for that call or start and stop
time all of that information
is going to be streamed in through the
amazon kinesis data streams
and it's going to be picked up file by
lambda function that gets invoked
so lots of serverless that's good
keeping things
dynamic what happens to that audio and
the data stream
so the audio comes in through the amazon
kinesis video streams
and what what's going to happen is this
aws lambda function is going to pick up
the audio
as well as the contact trace record
information
and it's going to initiate an amazon
transcribe job
as well as it's going to store it in an
amazon s3 bucket for
persistent storage so what's actually
happening as part of amazon transcribe
so amazon transcribe basically provides
your speech to text conversion
and it uses a deep learning process
called automatic speech recognition to
do this
and once the transcription for your
voicemail is done
it's going to invoke another lambda
function which is going to process this
transcript
awesome so where are these
transcriptions stored so it's going to
be stored in a dynamodb table
where you know information about the
transcribe job
uh the transcription metadata all of
that is going to be stored in the
dynamodb table
so how do i know if my dad's actually
left me a voicemail
so that's where another aws lambda
function is going to be invoked
and it's going to pick up this you know
transcript and audio
and deliver it to your agents based on
whatever
mode of preference you set like you know
it could be
if it's email it could be an amazon
simple email service which sends the
transcript to you
if it's uh sms it's going to be through
amazon simple notification service
can you walk us through a quick demo of
the ui please sure
so i've deployed the solution in my
account and i've also
configured amazon connect call center
and once i set up my voicemail for
amazon connect ui
this is basically going to be pulling in
all the agent information that i've set
up in my amazon connect and that's what
you can see here
this is all done by a manager it's so in
this case my user persona is an
administrator and as an administrator i
can come in and configure
you know all these preferences about you
know adding an extension for
a group of agents and choosing what
delivery option i want to
set up so if you see here i can choose
at the extension number choose whether
you know the agent
wants a delivery via email or sms for
their voicemail
and also i can choose the transcribe
option
as well as the encrypt option for the
voicemail
so can you show us an example of a
voicemail you may have received
sure so tom actually called into my call
center yesterday
that i set up and uh here you can see
that
you know since i chose email as my mode
of preference
i can see this email which is basically
the transcript of the voicemail
and i can also see the audio recording
from here nice thanks for walking us
through this demonstration and overview
of the architecture appreciate it
thanks rob voicemail for amazon connect
creates a web-based ui for
administrators and managers to easily
configure their agent's voicemail
settings
as a result your customers can call in
and leave voicemail for your call center
agents
who will receive it via email or text
messages
along with the transcript check out this
solution and others on our aws solutions
page
see you there