Amazon Connect Primer

This course teaches you how to quickly set up a cloud-based contact center using Amazon Connect. You will learn the technical details of provisioning, configuring, and managing Amazon Connect. This course also highlights how you can integrate Amazon Connect with other AWS services like AWS Lambda, Amazon DynamoDB, and Amazon Lex.

Intended Audience

This course is intended for:

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

Course Objectives

In this course, you will learn how to:

• Set up a cloud-based contact center using Amazon Connect

• Launch an Amazon Connect instance

• Store your call data using Amazon Simple Storage Service (Amazon S3)

• Configure your contact center using Amazon Connect

• Design an interactive voice response (IVR) system using the graphical editor in Amazon Connect

• Integrate Amazon Connect with different AWS services, including AWS Identity and Access Management (IAM), Lambda, DynamoDB, and Amazon Lex

• Describe historical and real-time data that is produced by Amazon Connect

Prerequisites

We recommend that attendees of this course have the following prerequisites:

• AWS Cloud Practitioner Essentials

• AWS Technical Essentials

• Familiarity with contact center requirements and technologies

• Familiarity with cloud computing concepts

Delivery Method

This course is delivered through a mix of:

• Web-based training (WBT)

• Demonstrations of product features and functionality

Duration

3 hours

Course Outline

This course covers the following concepts:

• Amazon Connect Overview

o What is Amazon Connect?

o Architectural overview

• Setting up your cloud-based contact center

o Understand the business case for Amazon Connect-

o Create an Amazon Connect instance

• Configuring your contact center

o Amazon Connect for the online retailer

o Claim your phone number

o Set hours of operation

o Create queues

o Create prompts

o Create contact flows

o Create routing profiles

o Configure users

o Quick connects

• Integrating Amazon Connect with other AWS Services

o Amazon Connect for the online retailer, phase 2

o Enhance the conversational interface

o Access data residing outside of Amazon Connect

• Applying Amazon Connect Metrics

o Amazon Connect metrics

o Monitor performance with Dashboards

o View real-time metrics

o View historical metrics

o Locate other reports and data

• Amazon Connect Support

o Troubleshoot and engage support

o Conclusion

• Knowledge Check

o Knowledge Check