Skip to main content

AWS Solutions Library

Guidance for Omnichannel Contact Center for Banking on AWS

Overview

This Guidance helps financial services institutions transform the customer experience using an Amazon Connect environment on AWS. It demonstrates how to build an omni-channel contact center that is ideal for unpredictable call volume and can easily be configured, managed, and operated by business decision makers. With a cloud-based contact center, you can design the contact flows and onboard agents in a matter of minutes.

How it works

This reference architecture helps you transform the customer experience using an Amazon Connect environment on AWS.

Download the architecture diagram

Well-Architected Pillars

The architecture diagram above is an example of a Solution created with Well-Architected best practices in mind. To be fully Well-Architected, you should follow as many Well-Architected best practices as possible.

The platform is built using native AWS services, which integrate natively with AWS CloudTrail and Amazon CloudWatch for monitoring, logging, and auditing purposes. With the use of fully managed services, it becomes very easy to manage the workload because AWS takes care of the operational aspects of the services.

Read the Operational Excellence whitepaper

Resources are separated using VPCs or security groups to ensure only the user-facing services are open to the public and all other services are within private networks. All data is encrypted at rest using AWS Key Management Service.

Read the Security whitepaper

This guidance uses AWS-managed services that are highly available across Availability Zones and provide high reliability. Fully managed services scale up with growth in user demand and scale down when not being used. With an event-driven architecture, you can change services and scale them independently.

Read the Reliability whitepaper

This guidance is built in event-driven architecture, so you can change services downstream as you see fit and add new services to improve on performance.

Read the Performance Efficiency whitepaper

This guidance uses services with the pay-as-you-go model, ensuring that customers only pay for the resources they use. It consists of fully managed services that scale up with growth in business and scale down when there is not much usage, keeping the costs low.

Read the Cost Optimization whitepaper

This guidance uses fully managed services, where the services scale up with the growth in user demand, and are not used when there is no activity.

Read the Sustainability whitepaper

Disclaimer

The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.