Learning Amazon Connect: Create and Manage a Contact Center

Course details

Amazon Connect is a self-service, cloud-based contact center service. The self-service graphical interface in Connect makes it easy for non-technical users to build personalized and natural customer journeys, create routing logic, and track performance metrics. This course is designed to cover the essentials of Connect—the benefit it offers, the steps to create a Connect instance, and the process of routing calls. It is designed for operational managers, architects, and IT professionals who want to established cloud-based contact center. Instructor Daniel Bloy covers building team structures, assigning roles such as supervisors and agents, using the built-in reporting tools, and integrating with Lambda and DynamoDB for data collection. Plus, learn how to build, publish, and integrate a LEX chatbot for a conversational customer experience.

Learning objectives
Review Amazon Connect architecture.
Discover how to create an Amazon Connect instance.
Assess how to configure users.
Identify how to route issues.
Analyze metrics.
Discover how to integrate DynamoDB.
Assess how to build a LEX chatbot.

Concepts

0. Introduction

01 - Create great customer experiences
02 - What you need
03 - Scenario

1. Amazon Connect Overview

04 - History of Amazon Connect
05 - Pricing model
06 - Architecture overview

2. Create an Instance

07 - Build an Amazon Connect instance
08 - Claim your first number
09 - Log in to your instance
10 - Navigate the Connect UI
11 - Porting numbers

3. User Configuration

12 - Learn about user configuration
13 - Create an agent hierarchy
14 - Create security profiles
15 - Create users
16 - Create users in bulk
17 - Create agent status codes

4. Routing Configuration

18 - Learn about routing configuration
19 - Create hours of operation
20 - Create queues
21 - Create quick connects
22 - Create routing profiles
23 - Create an IVR contact flow
24 - Use SSML in your contact flows
25 - Call back in queue

5. Metrics and Quality

26 - Overview of metrics and quality
27 - Enable call recording and playback
28 - Real-time reporting
29 - Manager Listen-in
30 - Historical reporting

6. Lambda and DynamoDB Integration

31 - Personalize the contact flow
32 - Create a DynamoDB table
33 - Create a Lambda function
34 - Install AWS CLI
35 - Grant Lambda permissions
36 - Lambda in the contact flow

7. Conversational Contact Flows

37 - Introduction to Lex
38 - Build a Lex bot
39 - Test and publish a Lex bot
40 - Add permissions to invoke Lex bot
41 - Add a Lex bot to your contact flows

Conclusion

42 - Next steps