Amazon Connect: Build a Custom Call Control Panel

This course will help you understand how Amazon Connect allows you to integrate a Custom Call Control Panel (CCP) into a Customer Relationship Management (CRM) environment. The course describes how to integrate using a standard deployment or by creating a custom-built user interface, by leveraging the Streams API provided by Amazon Connect.

• Course level: Advanced
• Duration: 60 minutes

Activities

This course includes presentations, hands-on labs, and a final assessment.

Course objectives

In this course, you will learn to:

• Describe the Amazon Connect architecture for integrating a Call Control Panel (CCP) into a Customer Relationship Management (CRM) environment.
• Prepare the environment to build a basic Custom Call Control Panel (CCP) to handle events.
• Create a Custom Call Control Panel (CCP) with a Streams API.

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
• Amazon Connect Overview
• Walkthrough – Preparing the Environment
• Creating a Custom CCP with Streams API
• Test Your Understanding
• Conclusion