Published 6/2022
MP4 | Video: h264, 1280×720 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.62 GB | Duration: 4h 4m
Learn Amazon Connect from basics to advanced
What you’ll learn
Amazon Connect fundamentals to advanced for setting up a cloud contact center solution for voice and chat
Integrating Amazon Lex with Amazon Connect to build an intelligent contact center
In depth understand of Amazon Connect core concepts such as contact flows, Queues, routing profiles, etc. with use cases and examples
Basics of other AWS products such as Polly, Lambda, Lex, S3, IAM, etc
Understanding of additional concepts like SSML, Tasks,
Requirements
No prior experience to AWS or Amazon Connect is required
You can use any computer (MAC, PC or Linux) with latest version of Google Chrome or Mozilla Firefox or Microsoft Edge
Willingness to learn a cutting edge technology
Description
Amazon Connect is a highly scalable cloud based contact center solution that can be quickly built and deployed with only a few clicks. It includes both voice and chat providing an Omnichannel experience for the customers. You can build an intelligent contact center using Amazon Connect that can understand natural language like a human so that your customers don’t have to press buttons on their keypad, instead say what they want.In this course, you will learn Amazon Connect from the basics to some of the advanced concepts that will help you to build an intelligent contact center. By the end of this course you will be confident to design and setup an Amazon Connect contact center solution. This course is not about learning just Amazon Connect. We will build an intelligent contact center solution that can understand Natural Language so your customers can simply say what they want and don’t have to press different buttons on their keypad.So in order to setup such a sophisticated contact center solution, we are going to use a few other AWS products in addition to Amazon Connect such as Amazon Lex, AWS Lambda, Dynamo DB, CloudWatch and so on as a part of this journey. This also means that by the end of this course you will have a basic understanding of all these products in addition to learning Amazon Connect in depth. I will be covering everything right from the basics including an overview of AWS and will guide you step by step on the setup and configuration. So you don’t need any prior experience or knowledge with Amazon Connect or any other AWS products.
Overview
Section 1: Introduction
Lecture 1 Welcome
Lecture 2 What is Amazon Connect?
Lecture 3 Amazon Connect Pricing Model
Section 2: Setup and Overview
Lecture 4 Creating an AWS account and overview
Lecture 5 Creating an Amazon Connect Instance
Lecture 6 Claiming your first phone number
Lecture 7 Amazon Connect User Interface
Lecture 8 CCP Overview
Section 3: Core Concepts
Lecture 9 Core Concepts overview
Lecture 10 Creating user accounts and security profiles
Lecture 11 Queues and Hours of operations
Lecture 12 Routing Profiles
Section 4: Contact Flows – Part 1
Lecture 13 Contact Flows introduction – Creating a basic IVR flow
Lecture 14 Customer Queue Flow
Lecture 15 Contact Attributes
Lecture 16 Setting up a call back option
Lecture 17 Handling multiple scenarios in customer queue flow
Section 5: Recording, Monitoring and Metrics
Lecture 18 Enable Call Recording and Playback
Lecture 19 Monitoring Live conversations
Lecture 20 Real-time metrics and reporting
Lecture 21 Historic metrics and reporting
Section 6: Contact Flows – Part 2
Lecture 22 Whisper Flows
Lecture 23 Hold Flows
Lecture 24 Transfer Flows and Quick Connects
Section 7: Amazon Polly and SSML
Lecture 25 Amazon Polly and SSML
Section 8: Amazon Connect Chat
Lecture 26 Setting up a basic chat support
Lecture 27 Implementing Asynchronous Chat
Lecture 28 Integrating Amazon Connect Chat to your website
Lecture 29 Recording and live monitoring chat conversations
Section 9: Tasks
Lecture 30 Tasks – Introduction
Lecture 31 Automating task creation from contact flow
Section 10: AWS Lambda and integration with Amazon Connect
Lecture 32 AWS Lambda Introduction
Lecture 33 Logging messages to CloudWatch
Lecture 34 AWS Lambda integration with Amazon Connect
Section 11: Personalizing user experience using AWS Lambda
Lecture 35 Solution Overview
Lecture 36 Setting up a Dynamo DB table
Lecture 37 Update AWS Lambda function
Section 12: Amazon Lex Chatbot and intelligent contact center
Lecture 38 Amazon Lex Introduction
Lecture 39 Building a chatbot with Amazon Lex
Lecture 40 Integrating Amazon Lex with Amazon Connect voice
Lecture 41 Integrating Amazon Lex with Amazon Connect chat
Anyone who wants to learn Amazon Connect (basics and advanced concepts) to build a cloud based contact center
Homepage
https://www.udemy.com/course/amazon-connect-complete-training-course/
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