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Learn how to use Amazon Connect to build a self-service, cloud-based contact center service.
Amazon Connect is a self-service, cloud-based contact center service. The self-service graphical interface in Connect makes it easy for non-technical users to build personalized and natural customer journeys, create routing logic, and track performance metrics. This course is designed to cover the essentials of Connectâthe benefit it offers, the steps to create a Connect instance, and the process of routing calls. It is designed for operational managers, architects, and IT professionals who want to established cloud-based contact center. Instructor Daniel Bloy covers building team structures, assigning roles such as supervisors and agents, using the built-in reporting tools, and integrating with Lambda and DynamoDB for data collection. Plus, learn how to build, publish, and integrate a LEX chatbot for a conversational customer experience.
Overview
Syllabus
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Introduction
- Create great customer experiences
- What you need
- Scenario
- History of Amazon Connect
- Pricing model
- Architecture overview
- Build an Amazon Connect instance
- Claim your first number
- Log in to your instance
- Navigate the Connect UI
- Porting numbers
- Learn about user configuration
- Create an agent hierarchy
- Create security profiles
- Create users
- Create users in bulk
- Create agent status codes
- Learn about routing configuration
- Create hours of operation
- Create queues
- Create quick connects
- Create routing profiles
- Create an IVR contact flow
- Use SSML in your contact flows
- Call back in queue
- Overview of metrics and quality
- Enable call recording and playback
- Real-time reporting
- Manager Listen-in
- Historical reporting
- Personalize the contact flow
- Create a DynamoDB table
- Create a Lambda function
- Install AWS CLI
- Grant Lambda permissions
- Lambda in the contact flow
- Introduction to Lex
- Build a Lex bot
- Test and publish a Lex bot
- Add permissions to invoke Lex bot
- Add a Lex bot to your contact flows
- Next steps
