Amazon Connect Essentials

Amazon Connect is a cloud-based contact center solution that revolutionizes the way companies interact with their customers. Amazon Connect makes it easy to set up and manage a customer contact center while also providing reliable customer engagement at any scale. The intent of this course is to take business or technical stakeholders from absolutely zero Amazon Connect knowledge to justify, design, and implement a solution within their business.Throughout the course we will cover topics such as creating your first Connect instance, creating contact flows, and even taking calls as an Agent. Lastly, we’ll start diving into the power Lex brings to our contact center, and lightly discuss how a Lex Chatbot can impact your Contact Center.

• Getting Started
• Amazon Connect Fundamentals
• Scenario - Gathering Requirements
• Connect Infrastructure
• Connect Call Architecture
• Configuring Agents
• Management and Monitoring
• Troubleshooting
• Amazon Connect Chat Update
• Conclusion and What's Next