AWS Partner Network (APN) Blog
Building a modern call center with SnapLogic and Amazon Connect
By Nidhi Gupta, Sr. Partner Solutions Architect – AWS
By Tamara Astakhova, Sr. Partner Solutions Architect – AWS
By Clarence Choi, Connect Partner Solutions Architect – AWS
By Rich Dill, Principal Solutions Architect – SnapLogic
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Building a fully integrated modern call center solution that provides personalized and predictive customer experience may seem daunting due to a variety of challenges such as high costs, complex pricing, licensing structures, inability to scale up and down, frequent outages, and also lack of integration between technologies.
SnapLogic delivers an artificial intelligence (AI)-powered integration platform that integrates, automates, and orchestrates the flow of data across the enterprise and brings together multiple technologies to connect complex enterprise systems. This helps break down data silos and improve data flows across the organization. It is a unified approach that delivers faster insights that boost user productivity, accelerate innovation, and drive positive business outcomes.
SnapLogic Intelligent Integration Platform (IIP) iPaaS (Integration platform as a service) is a simple no code or low code way to automate application, data cloud integration, and Generative AI (GenAI) applications connecting to any source and destination, and delivering data in the formats most suitable for applications and analytical solutions.
SnapLogic is an AWS Advanced Tier Technology Partner, AWS ISV Accelerate Partner, and AWS Marketplace Seller with Data and Analytics and Migration and Modernization Competencies. A full-featured integration platform-as-a-service (iPaaS), SnapLogic is devoted to make GenAI applications, data migration, data warehousing, and data integration simple, intuitive, and fast.
In this post, we will demonstrate how you can use SnapLogic to build a contact center solution using Amazon Connect contact flows and SnapLogic pipelines.
SnapLogic on AWS
SnapLogic on Amazon Web Services (AWS) has the following capabilities to support modern contact center solutions:
- SnapLogic integrates Amazon Connect to the systems that perform tasks created in the Amazon Connect contact flow.
- The “No Code UI” from SnapLogic enables easy connectivity and integration with external third-party vendors like Salesforce, ServiceNow, Oracle NetSuite, SAP, and other legacy on-premises systems.
- Typically, customers need multiple tools to connect to legacy and cloud software-as-a-service (SaaS) applications. SnapLogic provides a single pane of glass to replace multiple legacy technologies.
- With SnapLogic, users can create reusable integrations to handle a wide range of use case requirements, with one automation handling multiple use cases.
Use Cases
Automating the Call Center
Common use cases and workflows supported by the SnapLogic and Amazon Connect integration include answering customer questions, creating and updating customer records in customer relationship management (CRM) and other systems, processing claims, accepting payments, and scheduling service calls.
Figure 1 – Use cases supported by SnapLogic and Amazon Connect integration
Schedule a Service Call
One of the most demanding use cases for call centers is scheduling a service call, when a customer calls to schedule an installation or request an on-site repair. First, you need to determine the earliest availability of a technician to be able to go on site, and then, based on the request, make sure that he has the parts necessary to perform the service or installation.
This requires connecting to multiple systems to confirm inventory, determine travel times and logistics, and schedule appropriate time periods to allow a technician to complete the task in one call.
Key functional requirements are:
- Ability to connect to any source, in the cloud or on-premises.
- Easily transform, validate, and deliver data to any destination, in the cloud or on-premises.
- The advanced design allows one pipeline to handle multiple use cases and/or customers.
Business values include:
- Faster time to solution: Design and deploy integrations in hours not days using a low-code or no-code model.
- Abstraction enables more people: The low-code model enables a wider range of users to be more productive.
- Build automations that handle multiple use cases: Extensive use of runtime parameterization means that one automation can replace multiple integrations.
Implementation Details
The architecture below shows how Amazon Connect leverages SnapLogic to query multiple systems at the same time:
- The customer calls Amazon Connect, which collects about the customer’s intent, such as scheduling service or checking the status of an order.
- Amazon Connect makes a single AWS Lambda call with intent and customer identification, such as his phone number, to SnapLogic.
- SnapLogic pipelines are executed to query multiple sources in order to return all the necessary data back to Amazon Connect:
- Amazon Connect creates a message based on the returned data to respond to the customer’s request.
- Or placing the customer in the appropriate queue to be transferred to the specific agent.
Figure 2 – Amazon Connect and SnapLogic pipeline architecture
Conclusion
In this post, we shared how using Amazon Connect contact flows and SnapLogic pipelines can be used to simplify and modernize a contact center solution.
To learn more, visit the SnapLogic website and book a demo. Check out the SnapLogic events and webinars and register for the SnapLogic Training Workshop.
Try it yourself using the SnapLogic contact flow deployment guide that helps you get started on the integration using the 30-day free trial and shows how to deploy your first SnapLogic contact center solution leveraging Amazon Connect.
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SnapLogic – AWS Partner Spotlight
SnapLogic is an AWS Advanced Technology Partner and AWS Competency Partner. Through its visual, automated approach to integration, SnapLogic uniquely empowers business and IT users to accelerate integration needs for applications, data warehouse, big data, and analytics initiatives.