Alscient addressed these requirements in a phased approach. We initially created a design which captured the technical solution. The design described the call flows and supporting technical components making up the solution. Once the design was signed-off we then built out the required functionality over a series of short delivery sprints. The solution was then UAT tested by our client. Training was then provided on the solution (via a Train the Trainer approach). The project was then put live and Alscient continued to support our client through a Service Management contract. The project from start to finish took less than 8 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.