Amazon Connect Billing and Cost Optimization Workshop

Welcome to the Amazon Connect Billing and Cost Optimization Workshop!

Agenda
October 29th – 8am-11am PST
Welcome (10 minutes)

• Welcome and introductions
• Workshop objectives and expected outcomes
• Access verification for AWS Console and billing tools

Amazon Connect Cost Foundation (30 minutes)
Understanding Amazon Connect Pricing Model

• Service usage charges vs. telephony charges
• Per-minute Connect pricing structure
• DID number and toll-free number costs
• Data transfer and storage fees

Identifying Cost Drivers

• Agent utilization patterns
• Call volume and duration trends
• Feature Deployment (Callbacks, recording, analytics, etc.)

Hands-on Exercise: Navigate AWS Billing Console to review current Connect charges

AWS Cost Management Tools (60 minutes)
Cost Explorer Deep Dive

• Setting up Connect-specific cost views
• Creating custom filters and groupings
• Analyzing trends and forecasting
• Identifying cost anomalies

Budgets and Alerts

• Creating Connect-specific budgets
• Setting up automated alerts
• Threshold management strategies
• Integration with notification systems

Tagging for Cost Allocation.

• Resource tagging best practices
• Connect-specific tagging strategies
• Automated tagging implementation
• Tag governance and compliance

Cost and Usage Reports

• Configuring detailed billing reports
• Understanding Connect line items
• Exporting data for analysis
• Automated report delivery

Hands-on Exercise: Navigate AWS Billing Console to Create a Connect cost dashboard and set up budget alerts

Break (15 minutes)

Cost Optimization Strategies - Callback Considerations (40 minutes)

• Callback Considerations
• Optimizing telephony usage
• Storage and retention policies

Monitoring and Alerting

• Real-time cost monitoring
• Automated optimization recommendations
• Performance vs. cost trade-offs
• Continuous improvement processes

Governance Framework

• Cost approval workflows
• Regular review processes
• Stakeholder communication
• Documentation and training

Q&A and Additional Support (15 minutes)

• Outstanding questions
• Additional resources
• Contact information for ongoing support (Partner + AWS Billing Concierge)

Wrap-up and Next Steps (10 minutes)
Key Takeaways Review

• Cost allocation model recommendations
• Quick wins for immediate implementation
• Long-term optimization roadmap