Amazon Connect Complete Training Course

Name: Amazon Connect Complete Training Course
Rating: 4.7 (3769 reviews)

Learn Amazon Connect from basics to advanced

Bestseller

Highest Rated

Created byArun Nair

Last updated 7/2022

English

What you'll learn

Amazon Connect fundamentals to advanced for setting up a cloud contact center solution for voice and chat
Integrating Amazon Lex with Amazon Connect to build an intelligent contact center
In depth understand of Amazon Connect core concepts such as contact flows, Queues, routing profiles, etc. with use cases and examples
Basics of other AWS products such as Polly, Lambda, Lex, S3, IAM, etc
Understanding of additional concepts like SSML, Tasks,

Course content

12 sections • 41 lectures • 4h 4m total length

Welcome1:38
This video will cover
About the instructor
Course overview
What is covered in this course
What is Amazon Connect?1:46
This video will provide you an introduction to Amazon Connect.
Amazon Connect Pricing Model3:36
This video will walk you through the pricing model of Amazon Connect

Creating an AWS account and overview6:55
In this lecture we will see how to create an AWS account and get a quick tour of the AWS console. We will also discuss about AWS regions and availability zones
Creating an Amazon Connect Instance6:05
This video will give you a walk through on creating an Amazon Connect instance and the various configuration options available.
Claiming your first phone number5:06
Learn how to setup your first phone number in Amazon Connect
Amazon Connect User Interface2:23
This video will give you a walkthrough of Amazon Connect user interfact
CCP Overview4:31
This video will give you a walkthrough of CCP (Contact Control Panel) which the agents use to manage calls, chat and tasks.
Setup and Overview Quiz

Core Concepts overview3:01
This video will give you an overview of the core concepts of Amazon Connect
Creating user accounts and security profiles9:51
Learn how to create user accounts and security profiles in Amazon Connect
Queues and Hours of operations6:36
In this video, we will see how to create Queues and Hours of operations.
Routing Profiles5:32
In this lecture, we will understand what a Routing Profile is and how to create one.
Core Concepts Quiz

Contact Flows introduction - Creating a basic IVR flow12:00
In this video, we will discuss what a contact flow is and how to create our first IVR for a basic inbound flow.
Customer Queue Flow9:28
In this video, we will understand what a customer queue flow is, how to create one and what default contact flows are.
Contact Attributes7:50
In this video, we will discuss Contact attributes, the type of contact attributes and how to use them.
Setting up a call back option8:43
In this video, we will see how to configure our contact flow to include a call back option for the customers while they wait in the queue.
Handling multiple scenarios in customer queue flow5:38
In this video we will modify our contact flow to stop asking the callback option if the customer's phone number is invalid or not dialable number.
Contact Flows Quiz

Enable Call Recording and Playback4:59
In this video we will see how to enable call recording and how to play back the recorded calls in Amazon Connect.
Monitoring Live conversations3:16
In this video, we will see how a call center supervisor or manager can monitor live conversations
Real-time metrics and reporting6:14
In this video, we will discuss the various types of real-time metrics and reporting options available in Amazon Connect.
Historic metrics and reporting7:20
In this video, we will explore the various historical metrics and reporting options available in Amazon Connect.

Setting up a basic chat support7:05
In this video we will see how to setup a chat support using Amazon Connect.
Implementing Asynchronous Chat6:26
In this video, you will learn how to implement asynchronous chat which will allow the customer to step away in the middle of a chat conversation and later come back and resume the chat again without losing the continuity of the conversation.
Integrating Amazon Connect Chat to your website4:21
In this video we will see how to integrate Amazon Connect Chat to your own website
Recording and live monitoring chat conversations4:14
In this video we will see how to record chat conversations and also monitor live chat conversations.

AWS Lambda Introduction8:07
In this video, we will understand what AWS Lambda is and how to create a simple Lambda function
Logging messages to CloudWatch5:19
In this video we will see how to output logs from AWS Lambda to CloudWatch. This will really help us when integrating Amazon Connect with Lambda because we can see the data and it’s structure that gets passed between Amazon Connect and Lambda.
AWS Lambda integration with Amazon Connect4:44
In this video, we will see how to invoke an AWS Lambda function from Amazon Connect contact flow.
AWS Lambda Quiz

Requirements

No prior experience to AWS or Amazon Connect is required
You can use any computer (MAC, PC or Linux) with latest version of Google Chrome or Mozilla Firefox or Microsoft Edge
Willingness to learn a cutting edge technology

Description

Amazon Connect is a highly scalable cloud based contact center solution that can be quickly built and deployed with only a few clicks. It includes both voice and chat providing an Omnichannel experience for the customers. You can build an intelligent contact center using Amazon Connect that can understand natural language like a human so that your customers don't have to press buttons on their keypad, instead say what they want.

In this course, you will learn Amazon Connect from the basics to some of the advanced concepts that will help you to build an intelligent contact center. By the end of this course you will be confident to design and setup an Amazon Connect contact center solution. This course is not about learning just Amazon Connect. We will build an intelligent contact center solution that can understand Natural Language so your customers can simply say what they want and don’t have to press different buttons on their keypad.

So in order to setup such a sophisticated contact center solution, we are going to use a few other AWS products in addition to Amazon Connect such as Amazon Lex, AWS Lambda, Dynamo DB, CloudWatch and so on as a part of this journey. This also means that by the end of this course you will have a basic understanding of all these products in addition to learning Amazon Connect in depth. I will be covering everything right from the basics including an overview of AWS and will guide you step by step on the setup and configuration. So you don’t need any prior experience or knowledge with Amazon Connect or any other AWS products.

Who this course is for:

Anyone who wants to learn Amazon Connect (basics and advanced concepts) to build a cloud based contact center

Amazon Connect Complete Training Course

What you'll learn

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Course content

Introduction3 lectures • 7min

Setup and Overview5 lectures • 25min

Core Concepts4 lectures • 25min

Contact Flows - Part 15 lectures • 44min

Recording, Monitoring and Metrics4 lectures • 22min

Contact Flows - Part 23 lectures • 22min

Amazon Polly and SSML1 lecture • 10min

Amazon Connect Chat4 lectures • 22min

Tasks2 lectures • 13min

AWS Lambda and integration with Amazon Connect3 lectures • 18min

Requirements

Description

Who this course is for: