Build a Call Center using Amazon Connect

Stop relying on telecoms or vendors, and host your contact center in the cloud yourself
Rating: 3.8 out of 5 (70 ratings)
2,281 students
Build a Call Center using Amazon Connect
Rating: 3.8 out of 5 (70 ratings)
2,281 students
How to Create a Contact Center based on Amazon Connect

Requirements

  • None
Description

This course will teach you how to build a contact center based on Amazon's Connect Contact Center Platform as a Service (PaaS). Amazon Connect provides a very easy to use graphical interface to set up the solution in mere minutes. The course focuses on setting up a small contact center environment to meet the needs of a small business.

You will learn the following:

- How to acquire a toll free number of a direct inward dial (DID) telephone number

- How to set up your Interactive Voice Response (IVR) menu

- Set up hours of operation

- Route calls based on the option selected during IVR menu

- Transfer calls to internal and external parties from the IVR menu

- Set up music on hold for callers

- and much more .....

Who this course is for:
  • Small Business Owners
  • Entrepreneurs
  • VoIP Engineers and Architects
  • Call Center Admins
  • Technology Hobbyists
Course content
6 sections • 17 lectures • 55m total length
  • Welcome
    03:24
  • Pre-requisites
    00:44
  • What is Amazon Connect
    07:17
  • Creating your Amazon Connect Instance
    04:09
  • Login to your instance
    00:47
  • User Management
    04:57
  • Managing Security Profiles
    01:13
  • Get your phone number
    01:56
  • Create hours of operation
    02:00
  • Create queues
    02:39
  • Create prompts
    02:09
  • Create routing profiles
    03:26
  • Create contact flows (IVR)
    11:35
  • Enable call recording
    00:57
  • Listen to call recordings
    05:22
  • Realtime reporting
    02:18
  • Thank You
    01:04

Instructor
Contact Center Architect
Asad Raza
  • 3.8 Instructor Rating
  • 70 Reviews
  • 2,282 Students
  • 1 Course

I am a Contact Center Architect with a focus on Cloud based solutions including Amazon Connect, Cisco UCCE, Twilio, Genesys PureCloud and NICE inContact.

I hold several certifications including Cisco CCIE (#44744), AWS Solution Architect, Microsoft MCSA, ITIL and others.

I live in Dallas Texas with my wife and two kids. I love to read about technology in my spare time.