Amazon Connect Cloud Contact Centre Complete Course

Name: Amazon Connect Cloud Contact Centre Complete Course
Rating: 4.0 (33 reviews)

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

Created bySaroj Kumar Jena

Last updated 1/2026

English

English [Auto],

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
Define cloud computing models IaaS, PaaS, SaaS and contrast cloud with on-premises. Explore Amazon Connect as a cloud contact center on AWS with scalable storage and call flows.
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
Understand AWS regions and local zones and edge locations, then explore EC2 virtual machines and S3 buckets, including standard, infrequent access, glacier, and intelligent tiering storage classes.
Module 1.3: A few AWS Services (Part 2) DynamoDb, Cognito, Polly, Lex, Lambda58:09
Explore Amazon DynamoDB, a fully managed serverless NoSQL database, with tables, items, attributes, primary keys, secondary indexes, and on-demand versus provisioned pricing.
Module 1.4: AWS Services (Part 3) KMS, CloudFormation, Kinesis, SQS56:35
Understand AWS KMS for key management and encryption, including symmetric and asymmetric keys and client-side and server-side encryption, plus CloudFormation, Kinesis, and SQS basics.
Quiz 1: Cloud Computing and AWS Basics | Amazon Connect Course Quiz
Module 2: Cloud Contact Centre Introduction32:27
Compare cloud and traditional contact centers, detailing channels, agents, ACD, IVR, CRM, WFM, and omnichannel capabilities, plus capex and opex costs, to highlight cloud benefits.
Quiz 2: Cloud Contact Centre Introduction | Amazon Connect Course Quiz
Module 3: Introduction to Amazon Connect56:49
Explore Amazon Connect, a cloud-based omnichannel contact center with pay-as-you-go pricing, enabling voice, chat, and email for remote agents, integrated with AWS AI and analytics.
Module 3.1: Amazon Connect Instance Creation & Basic Understanding49:01
Select the correct region for your Amazon Connect instance, validate latency and hops, and configure identity, telephony, and data storage with features like customer profiles, call recordings, and Lex bot.
Quiz 3: Amazon Connect Introduction | Amazon Connect Course Quiz
Module 4 (Part 1): Amazon Connect Console GUI and CLI1:17:20
Master the Amazon Connect console GUI and CLI, login methods and cloud shell, AWS CLI, and explore agent workspace, CCP, queues, flows, prompts, quick connects, and security profiles.
Module 4 (Part 2): Amazon Connect Console GUI and CLI31:03
Explore Amazon Connect console GUI and CLI through content management, templates, quick responses, case templates, routing profiles, and security-based access controls to optimize contact center workflows.
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
Explore the Amazon Connect contact flow blocks, including interact, set, logic, integrate, and terminate, and learn how blocks like authenticate customer, get customer input, and transfer to flow work.
Module 5 (Part 2): IVR Prompts, SSML, Contact Attributes42:41
Design and publish custom Amazon Connect contact flows without altering defaults; create inbound, queue, hold, and whisper flows, add prompts and text-to-speech with ssml for routing.
Quiz 5: Amazon Connect Call Architecture | Amazon Connect Course Quiz
Module 6 (Part 1): Voice Call Flow Design & Implementation56:49
Design and implement a basic Amazon Connect voice call flow, configure queues, routing profiles, and quick connects, then test agent setup, outbound calls, and disaster recovery planning.
Module 6 (Part 2): Voice Call Flow Design & Implementation56:24
Design and implement voice call flows in Amazon Connect, configuring callbacks, outbound dialing, queues, routing profiles, and integrated task, case, and customer profile workflows.
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
Create an Amazon Lex bot in Amazon Connect for ice cream with flavor and size slots; connect a Lambda to report status and delivery date; test across chat and voice.
Module 8 (Part 3): Integration - Event Bridge, DynamoDB32:26
Learn how to integrate Amazon Connect with EventBridge using event patterns and targets, then connect DynamoDB via Lambda to fetch and play data in contact flows.
Quiz 8: Integrations | Amazon Connect Course Quiz
Module 9 (Part 1): Recording, Monitoring, and Reporting1:08:11
Learn how to enable call and screen recording, apply contact lens analytics, perform contact searches and dashboards, and view real-time and historical metrics while scheduling reports in Amazon Connect.
Module 9 (Part 2): Recording, Monitoring, and Reporting1:07:23
Learn to build and customize Amazon Connect dashboards, enable sentiment analysis and recording, apply redaction, and monitor voice and chat analytics for proactive contact center optimization.
Module 10 (Part 1): Troubleshooting, CloudWatch and Event Logs55:08
Troubleshoot Amazon Connect issues using CloudWatch and event logs, validate agent status and contact flows, test connectivity with endpoint test, and learn how to raise AWS cases.
Module 10 (Part 2): Troubleshooting, CloudWatch and Event Logs55:25
Enable flow logs for your Amazon Connect contact center and route them to CloudWatch. Validate logs with CloudWatch Logs Insights and EventBridge data for voice and chat flows.
Module 11: Resume, Certification, Badge, Q&A, and More14:07
Explore Amazon Connect front-end solutions and learn resume optimization, batch questions, and a free certification path with sample Q&A, practice quizzes, and Credly badges.
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.