Alscient held a series of discovery session to elicit the full requirements. These were then documented as user stories and played back to our client for sign off. A design document which detailed the technical solution was provided. The functionality was built out over a series of sprints with a high degree of stakeholder involvement. Regular Show & Tell sessions took place to demonstrate progress.
In addition to using Amazon Connect, we used an Amazon Kinesis stream, Amazon S3, Amazon Transcribe, Amazon Lex, Amazon Polly and a series of AWS Lambdas to coordinate calls across different AWS services and write the details back through to Salesforce via a Connected App.
The solution then underwent system testing and UAT testing was performed by our client with assistance from Alscient. Training was then provided on the solution (via a Train the Trainer approach). The project from start to finish took 6 weeks to implement.