This course will help you understand how Amazon Connect allows you to integrate a Custom Call Control Panel (CCP) into a Customer Relationship Management (CRM) environment. The course describes how to integrate using a standard deployment or by creating a custom-built user interface, by leveraging the Streams API provided by Amazon Connect.
- Course level: Advanced
- Duration: 60 minutes
Activities
This course includes presentations, hands-on labs, and a final assessment.
Course objectives
In this course, you will learn to:
- Describe the Amazon Connect architecture for integrating a Call Control Panel (CCP) into a Customer Relationship Management (CRM) environment.
- Prepare the environment to build a basic Custom Call Control Panel (CCP) to handle events.
- Create a Custom Call Control Panel (CCP) with a Streams API.
Intended audience
This course is intended for:
- Technical professionals who work, or would like to work, with contact center technologies
Prerequisites
We recommend that attendees of this course have:
- Completed Amazon Connect Primer or Solutions Training for Partners - Amazon Connect (Technical)
- Familiarity with contact center requirements and technologies
- Familiarity with cloud computing concepts 
Course outline
This course covers the following topics:
- About This Course
- Amazon Connect Overview
- Walkthrough – Preparing the Environment
- Creating a Custom CCP with Streams API
- Test Your Understanding
- Conclusion
