170223-serverless-twilio.md

Serverless - Lambda/Twilio

Building a Universal Contact Center with Twilio and AWS Lambda

Hosts

Pam - ioPipe
Fernando - working on PluralSight

• Looking for more help to run the MeetUp.
• Lightening talks needed (5 minutes or less

API Gateway - Proxy vs Velocity (painful)

Lightning Talks

Fernando - Pigeon

• Static content site sends request to Lambda and that sends data to SES and sends an email out.

Pam - Cloud Function

• Google cloud function (in alpha, will be in beta soon)
• IAM like rules?

David Roberts - How to Build a Contact Center for (Fun and Profit)

• Github/droberts84
  • universal-contact-center-be
  • universal-contact-center-fe
• Works for eLocal and built a call center.

Basics

• Allow customers to get in touch using any method
• Keep agents busy, yet responsive
  • One application to handle all channels (slack, phone, etc)
• Can be built quickly
• Is reliable
• Scales

Twilio Message -> API Gateway -> Lambda Function (createTaskFromSms) -> Twilio Task Router

Cloud Services

• Twilio Task Router (using Taskrouter.js)
  • JSON with message details i.e. Tweet, Text message, etc
  • Align agents with their skill set
  • Reservation when a phone call comes in.
  • Twilio Task Router sends new reservation -> Contact Center Frontend Accept reservation ->
• AWS Lambda
  • APEX packaging utility
  • Lambda can call KMS for secrets
  • Normalize variables
• AWS API Gateway
• Twilio Client
  • Uses Web RTC
  • Building it into the browser offers more control
• Twilio Voice/Messaging
  • Creates a web hook we can send to an API Gateway -> Lambda Function (createTaskFromSms) -> Twilio Router
  • Sends data via URL Params (?)
• Auth0
  • JWT
  • Lambda Function (getTokens)
    • Auth0 token to validate user and email address
• Postmark (email)

Frontend -> Lambda -> Twilio -> Lambda replies to front end with Twilio JWT

Take Aways/Reminders

• Check what our Lambda functions are using, if they are not using allocated memory.
• How do we test response time from phone dial to pick up.
• Auth0 and Web Tasks
• What differentiates us from Twilio? How are we going to win the market?
• KMS calls from Lambda
• Chromebooks for call centers?
  • Full solution?
• Automatically add identity information with the Task.