Amazon Connect: Launch Your Cloud-Based Contact Center

Name: Amazon Connect: Launch Your Cloud-Based Contact Center
Rating: 4.1 (182 reviews)

Master Quickly, Deploy Easily - Transform Customer Service Today!

Created byAsad Raza

Last updated 3/2024

English

What you'll learn

Get access to Amazon Web Services and Amazon Connect
Grab a Toll free or a regular phone number in seconds
Create your IVR/Main Menu
Create call routing decisions
Route calls to agents

Course content

6 sections • 17 lectures • 55m total length

Welcome3:24
Learn to build a cloud-based contact center with Amazon Connect for a virtual company, the SOC Rasa Inc., including IVR, business hours checks, and sales, marketing, and support queues.
Pre-requisites0:44
Understand prerequisites for launching a cloud-based contact center by using an existing amazon.com account, signing up or signing in with the same billing details, and following amazon.com setup flow.
What is Amazon Connect7:17
Amazon Connect is a cloud-based contact center service, released in 2017, with a pay-as-you-go model and a web interface for IVR, routing, phone numbers, and real-time metrics across regions.

Creating your Amazon Connect Instance4:09
Sign in to the Amazon Connect management console, create your instance, configure users, and set up inbound/outbound calls via the IVR with storage for recordings and logs.
Login to your instance0:47
Log into your Amazon Connect instance by visiting the login page at apps dot com slash connect slash log in, entering the administrator credentials to reach the dashboard.

User Management4:57
Manage Amazon Connect users via the dashboard or bulk CSP file, add a supervisor and four agents, apply the call center manager profile, and upload validated user data.
Managing Security Profiles1:13
Configure Amazon Connect security profiles to assign permissions for agents and managers, enabling search and playback, access to login times, and viewing reports based on your use case.

Get your phone number1:56
Claim a phone number in Amazon Connect by selecting United States and choosing toll-free or dsd, then attach it to the default contact flow and list your numbers.
Create hours of operation2:00
Set hours of operation for your toll-free number by creating business hours, Monday through Friday 9:00 to 5:00, then save and plan queue assignments later.
Create queues2:39
Create three queues—sales, marketing, and operator—for your Amazon Connect setup, and add a support queue that routes to an external toll-free number for technical help, including a 24/7 operator queue.
Create prompts2:09
Learn to manage prompts in Amazon Connect by creating, uploading, or recording audio for hold and cue music, then name and save them; optionally generate on-the-fly speech with Amazon Polly.
Create routing profiles3:26
Learn to create and configure routing profiles in Amazon Connect, including sales, marketing, and operator profiles, and assign agents to the appropriate profiles in user management.
Create contact flows (IVR)11:35
Configure Amazon Connect contact flows (IVR) with queue configurations, including play prompts, hours checks, collect customer input, and transfers to agents or operators. Publish and test the flow.
Enable call recording0:57
Configure the call recording feature to capture both agent and customer calls for the sales queue, using the required channel format, then publish the configuration to complete the setup.

Listen to call recordings5:22
Learn how to test Amazon Connect by logging in as an agent, placing and receiving calls, and listening to call recordings, including how administrators and call center managers access playback.
Realtime reporting2:18
Master real-time metrics in Amazon Connect, monitor agent availability and online/offline statuses, and use downloadable, shareable reports showing occupancy and average handle time.

Requirements

No prior experience is needed. You will learn everything you need to know

Description

Are you ready to take control of your own cloud-based contact center? Look no further, because this course is tailored just for YOU! In a few simple steps, I will guide you through the process of setting up a high-functioning call center for your small business. With the ability to handle hundreds or even thousands of calls and agents simultaneously, you'll become well-versed in the inner workings of these modern marvels known as Contact Centers. And if you ever hit a roadblock, don't worry - I've got some expert tips and tricks up my sleeve to help you out.

Amazon Connect offers a user-friendly graphical interface that allows you to set up the solution in just minutes.

Throughout this course, you will learn valuable skills such as:

Acquiring a toll-free number or a direct inward dial (DID) telephone number
Setting up an Interactive Voice Response (IVR) menu
Establishing hours of operation
Routing calls based on IVR menu selections
Transferring calls to internal and external parties from the IVR menu
Implementing music on hold for callers
And much more...

The main objective of this course is to equip you with a comprehensive understanding of the system's operations. By the end, not only will you have the necessary knowledge to meet your needs, but you'll also have gained valuable new skills.

If for any reason you don't find this course beneficial or if it doesn't meet your expectations, feel free to request a refund. I also welcome any questions or feedback you may have. Take the leap and elevate your contact center game today!

Who this course is for:

Small Business Owners
Entrepreneurs
VoIP Engineers and Architects
Call Center Admins
Technology Hobbyists
Contact Center Engineers

Amazon Connect: Launch Your Cloud-Based Contact Center

What you'll learn

Explore related topics

Course content

Introduction3 lectures • 11min

Platform Set-up2 lectures • 5min

User Management2 lectures • 6min

Call Routing Configuration7 lectures • 25min

Metrics and Quality Management2 lectures • 8min

Conclusion1 lecture • 1min

Requirements

Description

Who this course is for: