Amazon Connect Cloud Contact Centre Complete Course

Name: Amazon Connect Cloud Contact Centre Complete Course
Rating: 4.0 (32 reviews)

Learn Amazon Connect cloud-based contact center and AWS Basic Services

Created bySaroj Kumar Jena

Last updated 1/2026

English

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: Web Chat Flow Design & Implementation
Module 8: Integrations
Module 9: Recording, Monitoring, and Reporting
Module 10: Troubleshooting, CloudWatch and Event Logs
Module 11: Resume, Certification, Badge, Q&A, and More

Course content

1 section • 25 lectures • 21h 15m total length

Amazon Connect Syllabus & Demo (Skipped/Fast Forwarded)26:39
Module 1: Intro to Cloud Computing and AWS (Basic Only)1:09:08
Explore AWS fundamentals and cloud computing basics, including IaaS, PaaS, SaaS, regions and availability zones, IAM, EC2, S3, DynamoDB, Polly, Lex, Lambda, and pay-as-you-go.
Module 1.1: AWS Regions, Availability Zone, Edge location, IAM45:25
Explore AWS regions, availability zones, edge locations, and IAM fundamentals, including users, groups, roles, MFA, and security credentials, with practical examples of latency and data residency.
Module 1.2: A few AWS Services (Part 1) EC2, S31:04:18
Module 1.3: A few AWS Services (Part 2) DynamoDb, Cognito, Polly, Lex, Lambda58:09
Module 1.4: AWS Services (Part 3) KMS, CloudFormation, Kinesis, SQS56:35
Quiz 1: Cloud Computing and AWS Basics | Amazon Connect Course Quiz
Module 2: Cloud Contact Centre Introduction32:27
Quiz 2: Cloud Contact Centre Introduction | Amazon Connect Course Quiz
Module 3: Introduction to Amazon Connect56:49
Module 3.1: Amazon Connect Instance Creation & Basic Understanding49:01
Quiz 3: Amazon Connect Introduction | Amazon Connect Course Quiz
Module 4 (Part 1): Amazon Connect Console GUI and CLI1:17:20
Module 4 (Part 2): Amazon Connect Console GUI and CLI31:03
Quiz 4: Amazon Connect Console GUI and CLI | Amazon Connect Course Quiz
Module 5 (Part 1): Amazon Connect Call Architecture26:43
Explore Amazon Connect call architecture, including routing and contact flows, default and sample flows, drag-and-drop visual designer, and modules for reusable prompts, with archive and versioning.
Module 5 (Part 1.1): Contact Flow Blocks1:28:12
Module 5 (Part 2): IVR Prompts, SSML, Contact Attributes42:41
Quiz 5: Amazon Connect Call Architecture | Amazon Connect Course Quiz
Module 6 (Part 1): Voice Call Flow Design & Implementation56:49
Module 6 (Part 2): Voice Call Flow Design & Implementation56:24
Quiz 6: Voice Call Flow Design & Implementation | Amazon Connect Course Quiz
Module 7: Web Chat Call Flow Design & Implementation40:44
Design and implement a post-basic webchat flow, configure and deploy a chat widget on a live website, and test end-to-end chat routing and agent transfer.
Quiz 7: Web Chat Flow Design & Implementation | Amazon Connect Course Quiz
Module 8 (Part 1): Integrations - Third party apps, Amazon Lex Bot (From Sample)54:28
Module eight integrations covers third-party apps in Amazon Connect and Amazon Lex bot, Lambda, EventBridge, and Zendesk, enabling dynamic call flows with DynamoDB.
Module 8 (Part 2): Integration - Amazon Lex Bot (From Scratch), Lambda Function50:23
Module 8 (Part 3): Integration - Event Bridge, DynamoDB32:26
Quiz 8: Integrations | Amazon Connect Course Quiz
Module 9 (Part 1): Recording, Monitoring, and Reporting1:08:11
Module 9 (Part 2): Recording, Monitoring, and Reporting1:07:23
Module 10 (Part 1): Troubleshooting, CloudWatch and Event Logs55:08
Module 10 (Part 2): Troubleshooting, CloudWatch and Event Logs55:25
Module 11: Resume, Certification, Badge, Q&A, and More14:07
Amazon Connect Basic Practice Test

Requirements

No prior experience with AWS or Amazon Connect is necessary. As we will cover the basic services under this course.
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

Description

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!

Who this course is for:

Anyone interested in learning Amazon Connect, from basic to advanced concepts, to create a cloud-based contact center.