The Administration and Deployment of Amazon Connect course is a 3-day, hands-on, instructor-led training intended for administrators, systems engineers, and AWS partners. This lab-intensive course enables learners to implement Amazon Connect as a cloud-native Contact Center.
As a valued partner of Sunset Learning Institute, we would like to extend an offer for you to attend the pilot run of this course. In return for your participation and feedback, the class is at no cost to you or your team.
Pilot Date: January 25-27, 2022
COURSE OVERVIEW
The Administration and Deployment of Amazon Connect course is a 3-day, hands-on, instructor-led training intended for administrators, systems engineers, and AWS partners. This lab-intensive course enables learners to implement Amazon Connect as a cloud-native Contact Center.
The lab environment emulates a typical deployment and provides each learner with a dedicated instance of Amazon Connect. Learners initially create a stable lab environment by performing basic configuration using approved validation procedures.
Course topics include setting up accounts, navigating the Amazon Connect Dashboard, configuring basic Contact Flows to establish the customer experience, and performing day-to-day operational tasks. The course also includes advanced features that focus on creating custom call queues, defining contact attributes, using Polly and SSML in Contact Flows, and creating a typical Call Center Agent operating environment. Configuring more complex Contact Flows utilizing Lex Bots and Lambda provides experience integrating with other AWS services. Functional testing and problem isolation are featured in the Monitoring, Recording, and Reporting module.
WHO WILL BENEFIT FROM THIS COURSE?
PREREQUISITES
Each attendee must have a telephony device with local call access, and a PC/laptop with audio/video capability.
COURSE OBJECTIVES
Upon completion of this course, learners will gain proficiency at performing basic configuration and administration of Connect deployments, including integration with commonly deployed AWS services, such as Lambda, Lex, and Polly.
COURSE OUTLINE
The Administration and Deployment of Amazon Connect (ADAC) course is a 3-day, hands-on, instructor-led training intended for administrators, systems engineers, and AWS partners. This lab-intensive course enables learners to implement Amazon Connect as a cloud-native Contact Center. The course contains the following lecture and lab components.
Module 1: Introduction to Amazon Connect and related AW Services
Module 2: Configuring the Contact Center
Module 3: Contact Flows
Module 4: Advanced Contact Flows
Module 5: Screenpops
Module 6: Agents
Module 7: Reporting
LABS
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