Amazon Connect Best Practices

This course will help you understand the best practices recommended by AWS when you design, create, and support an Amazon Connect contact center. These best practices are aligned with the five pillars of the AWS Well-Architected framework.

• Course level: Advanced
• Duration: 45 minutes

Activities

This course includes presentations and a final assessment.

Course objectives

In this course, you will learn to:

• Explain the instance-level implications of regional availability for services and telephony.
• Design contact flows using a standardized approach of modularity, taxonomy, and consistent contact block use.
• Apply best practices across integrated AWS service domains, including Security, Database, AI/ML, Development, and Analytics.
• Employ recommended best practices in your DevOps environment.
• Capture Virtual Desktop Infrastructure (VDI) requirements across virtual desktop implementations.

Intended audience

This course is intended for:

• Technical professionals who work, or would like to work, with contact center technologies

Prerequisites

We recommend that attendees of this course have:

• Completed Amazon Connect Primer or Solutions Training for Partners - Amazon Connect (Technical)
• Familiarity with contact center requirements and technologies
• Familiarity with cloud computing concepts

Course outline

This course covers the following topics:

• About This Course
• Regional Considerations
• Service Quotas
• Telephony
• Contact Flows
• User Access
• Integration Best Practices
• DevOps Best Practices
• Agent VDI Environments
• Data Governance
• Test Your Understanding
• Conclusion