Introduction about Amazon Connect
Amazon Connect is a highly scalable, cloud-based contact center solution that can be quickly set up and deployed with just a few clicks. It supports both voice and chat, delivering a seamless omnichannel experience for your customers. By leveraging Amazon Connect, you can create an intelligent contact center that understands natural language, allowing customers to simply speak their requests rather than navigating through a keypad menu.
In this course, you’ll learn how to use Amazon Connect, starting from the basics and progressing to more advanced topics that will enable you to build a smart, responsive contact center. By the end of the course, you’ll have the skills and confidence to design and configure an Amazon Connect contact center solution. This course goes beyond just learning Amazon Connect—it’s about creating an intelligent contact center that can understand natural language, allowing your customers to express what they want verbally, without the need to press any buttons.
To build this advanced contact center, we’ll also explore other AWS services in conjunction with Amazon Connect, such as Amazon Lex, AWS Lambda, DynamoDB, and CloudWatch. This means that by the end of the course, you’ll not only gain a solid understanding of Amazon Connect, but also become familiar with these complementary AWS tools. I’ll guide you through everything step-by-step, starting with a basic overview of AWS, and show you how to set up and configure each component. No prior experience with Amazon Connect or other AWS services is required—just a willingness to learn!
What you’ll learn
- Module 1: Cloud Computing and AWS (Basic Only)
- Module 2: Cloud Contact Centre Introduction
- Module 3: Amazon Connect Introduction
- Module 4: Amazon Connect Console GUI and CLI
- Module 5: Amazon Connect Call Architecture
- Module 6: Voice Call Flow Design & Implementation
- Module 7: Chat Flow Design & Implementation
- Module 8: Integrations
- Module 9: Recording, Monitoring, Reporting, and Troubleshooting
- Module 10: Certification, Badge and Q&A
Are there any course requirements or prerequisites?
- No prior experience with AWS or Amazon Connect is necessary.
- A willingness to learn a cutting-edge technology is all that’s required.
- You can use any computer with the latest version of Google Chrome, Mozilla Firefox, or Microsoft Edge.
- Minimum Computer Memory should be 2 GB RAM and Processor (CPU) 2 GHz
- Network—100 Kbps bandwidth per connected workstation
Who this course is for:
- Anyone interested in learning Amazon Connect, from basic to advanced concepts, to create a cloud-based contact center.