Alscient addressed these requirements in a phased approach. We initially created a solution design document which captured the technical solution. The design described the contact flows and supporting technical architecture making up the solution. In total ten contact flows were created to support the pilot teams. Once the design was signed-off we then built out the required functionality over a series of short delivery sprints. The solution then underwent system testing and UAT testing. Training was then provided on the solution (via a Train the Trainer approach). The project from start to finish took 10 weeks to implement.
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.