Create a Cloud Contact Center with Amazon Connect
Amazon Connect is an omnichannel cloud contact center. This course will teach you how to set up a contact center in a few steps and engage with your customers.
What you'll learn
For this course, no prior experience on how to work with AWS Connect is needed, although some basic knowledge and proficiency of the AWS Console might come in handy. In this course, Create a Cloud Contact Center with Amazon Connect, you’ll learn to set up a contact center and add agents who are located anywhere, in a few steps.
First, you’ll explore how to set up and create an AWS Connect instance, log in to the instance, and navigate the Connect UI.
Next, you’ll discover how to create users and agents, as well as security profiles and hierarchies.
Then, you’ll learn about setting hours of operations, working with routing profiles, and creating and using contact flows.
Finally, you’ll learn how to personalize contact flows in Amazon Connect and connect to other AWS services.
When you are finished with this course, you’ll have the essential skills and knowledge of Amazon Connect, to be able to create a cloud contact center effortlessly.
Table of contents
- Introduction & Overview 1m
- The Value of Amazon Connect 3m
- Understanding Connect Features 3m
- User Configuration 4m
- Demo: Creating a Connect Instance (Part 1) 6m
- Demo: Creating a Connect Instance (Part 2) 4m
- Demo: Essential Connect Configuration (Part 1) 8m
- Demo: Essential Connect Configuration (Part 2) 4m
- Summary 1m
- Introduction & Overview 1m
- Understanding Routing 3m
- Exploring Queues 2m
- IVRs 2m
- Demo: Contact Flow Elements 7m
- Demo: Using Contact Flows (Part 1) 6m
- Demo: Using Contact Flows (Part 2) 5m
- Demo: Using Contact Flows (Part 3) 4m
- Demo: Conversational Contact Flows (Part 1) 7m
- Demo: Conversational Contact Flows (Part 2) 6m
- Summary & Final Thoughts 2m
About the author
Eduardo is a technology enthusiast, software architect and customer success advocate. He's designed enterprise .NET solutions that extract, validate and automate critical business processes such as Accounts Payable and Mailroom solutions for all types of organizations. He's designed and supported production systems for global names such as Coca Cola, Enel, Pirelli, Fiat-Chrysler, Xerox and many others. He's a well-known specialist in the Enterprise Content Management market segment, specifically... more