How to Build a Universal Contact Center for Fun (and Profit)

Learn how to quickly and inexpensively build a contact center application, which has no backend servers to manage and can auto scale almost infinitely.

Powered by Twilio Client, Task Router, AWS Lambda, and a number of other could products, this application can handle everything from e-mails to phone calls.

Transcript

1. HOW TO BUILD A CONTACT CENTER FOR FUN (AND PROFIT) With Twilio Task Router And AWS Lambda
2. HOW DO I BUILD A SOLUTION WHICH... > Allows customers to get in touch using any method > Keeps agents busy, yet responsive > Can be built quickly > is reliable > Scales
3. CLOUD SERVICES GALORE! > Twilio Task Router > AWS Lambda > AWS API Gateway > Twilio Client > Twilio Voice / Messaging > Auth0 > Postmark
4. CREATING A TASK FROM SMS
5. CREATING A TASK FROM E-MAIL
6. HANDLING TASKS IN THE FRONTEND USING TASKROUTER.JS
7. HANDLING INCOMING CALLS
8. REPLY TO AN SMS OR E-MAIL
9. CALLBACK FROM AN SMS
10. FINDINGS > Config is code > I'm in a love / hate relationship with API Gateway > Crazy Scalable > Prioritize Tasks
11. CODE Backend - https://github.com/droberts84/universal-contact-center-be Frontend - https://github.com/droberts84/universal-contact-center- fe CONTACT INFO @drobtravels hi@drob.net www.drob.net