Multi-Region Contact Center Resiliency with Amazon Connect
DOI:
https://doi.org/10.63282/3050-9246.IJETCSIT-V4I2P109Keywords:
Amazon Connect, Global Resiliency, Disaster Recovery, AWS CloudFormation, Traffic Distribution Group (TDG), High AvailabilityAbstract
In a digital age of international service provision, organizations are required to guarantee unbroken customer service experiences. Single-region contact center implementation can lead to infrastructure outages and outages in regions or maintenance windows that present a danger to service delivery and customer satisfaction. Amazon Web Services (AWS) releases Amazon Connect Global Resiliency with an impressive number of APIs and architectural tools, which automate and provide options to deploy contact centers across regions in a multi-regional way. This paper provides a detailed description of this solution that enables organizations to duplicate their Amazon Connect across regions and programmatically control traffic using Traffic Distribution Groups (TDGs). The given sample user interface, registered through CloudFormation, S3, and CloudFront, facilitates working with resiliency APIs and provides immediate visual feedback through structured JSON outputs. We dive into its deployment lifecycle, including initial configuration and AWS Identity and Access Management (IAM) permissions, and cover the management of telephony functionality, which includes claiming phone numbers, replication, and cross-region phone routing. Use cases in real life, such as automated failover, traffic splitting every 10%, and disaster recovery testing, are examined. Moreover, we discuss the performance features, pricing issues, security concerns and limitations of system onboarding. The purpose of this paper is to instruct practitioners on how to develop highly available contact centers with cloud-native practices in order to provide continuous support to global customers
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