Amazon Connect Integrations Intermediate

Amazon Connect offers the flexibility to access contact center data by making available multiple integration options. Organizations can access Amazon Connect data using data streaming capabilities. By using the built-in AWS Lambda integration, and data ingestion functionality, Amazon Connect can access external applications data. In this course you will discover the most common event streaming capabilities of Amazon Connect. You will also explore integrations with external applications using Amazon API Gateway.

• Course level: Intermediate
• Duration: 60 minutes

Activities

This course includes interactions, code snippets, and assessments.

Course objectives

In this course, you will learn to:

Identify the events published by Amazon Connect Recognize the data models for the Amazon Connect events Recognize AWS services used to capture and process Amazon Connect events Explore API Gateway integration options for Amazon Connect.

Intended audience

This course is intended for:

• Contact center professionals, including those in roles such as contact center engineers, Amazon Connect developers, and implementation consultants.

Prerequisites

None

Course outline

Section 1: Amazon Connect Integrations

• Streaming Contact Events
• Streaming Agent Events
• Streaming Amazon Connect Contact Lens Real-Time Analytics
• Streaming Contact Records
• Integrating Amazon API Gateway and Amazon Connect

Section 2: Conclusion

• Summary

Section 3: Knowledge Check Questions

• Knowledge Check

Section 4: Getting Help

• Learn More
• Contact Us