Learning Amazon Connect: Create and Manage a Contact Center

Introduction

• Create great customer experiences
• What you need
• Scenario

1. Amazon Connect Overview

• History of Amazon Connect
• Pricing model
• Architecture overview

2. Create an Instance

• Build an Amazon Connect instance
• Claim your first number
• Log in to your instance
• Navigate the Connect UI
• Porting numbers

3. User Configuration

• Learn about user configuration
• Create an agent hierarchy
• Create security profiles
• Create users
• Create users in bulk
• Create agent status codes

4. Routing Configuration

• 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

5. Metrics and Quality

• Overview of metrics and quality
• Enable call recording and playback
• Real-time reporting
• Manager Listen-in
• Historical reporting

6. Lambda and DynamoDB Integration

• Personalize the contact flow
• Create a DynamoDB table
• Create a Lambda function
• Install AWS CLI
• Grant Lambda permissions
• Lambda in the contact flow

7. Conversational Contact Flows

• 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

Conclusion

• Next steps