Amazon Connect - Cloud Based Omni Channel Contact Center

person icon Navidut Tauhid

Amazon Connect - Cloud Based Omni Channel Contact Center

Build a Cloud Call Center in Minutes!

updated on icon Updated on Sep, 2023

language icon Language - English

person icon Navidut Tauhid

architecture icon IT & Software,Amazon Connect,Other IT & Software


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Course Description

Amazon Connect is one of the most in-demand omnichannel cloud contact centers (PaaS). You can set up a contact center in a few steps, add agents who are located anywhere, and start engaging with your customers. Without worrying about the data center power requirements, cooling, network connectivity, security, servers, storage, etc., a cloud-based highly scalable call center built-in and functional not in days anymore!

You can create personalized experiences for your customers using omnichannel communications. For example, you can dynamically offer chat and voice contact, based on such factors as customer preference and estimated wait times. Agents, meanwhile, conveniently handle all customers from just one interface. For example, they can chat with customers, and create or respond to tasks as they are routed to them.

Amazon Connect is an open platform that you can integrate with other enterprise applications, such as Salesforce. Besides, you can take advantage of the AWS ecosystem to innovate new experiences for your customers.

In this course you will learn and master the following topics:

* Creating an Amazon Connect Instance - Serverless Cloud-Based Scalable Call Center

* Claiming a Phone Number - Claim and Map DIDs or Toll-Free number to your IVR

* Supported Regions and Availability Zones - Amazon Connect supported hosting regions

* Hours of Operation - Time of the Day, Day of the Week Based Call Routing

* Creating Queues - To handle the calls in wait.

* Quick Connects - To transfer the calls to different numbers, queues or supervisors, etc.

* Routing Profiles - Managing Agent and Queues together

* Adding Users - Creating users like Agents, Supervisors, Managers, Administrators, etc.

* Contact Flows - Designing and Implementing the Call Flow in Amazon Contact Center.

* Testing the Call Flow with Amazon connect

* Using Amazon Lex Chat Bot

* Amazon Lex Chat Bot Introduction Pricing and Setup

* Intent and Testing the Lex Chat Bot

* Integrate Lex with Amazon Connect

* Testing IVR Call after Integrating with Lex

* Lex error handling and much more.

Who this course is for:

  • Call Center Administrators, Cloud Architects, IVR Developers, Auto Attendant Developers, QAs
  • Unified Communication VoIP Engineers and Architects
  • Entrepreneurs, Startups, Small to Medium Business Owners


What will you learn in this course:

  • AWS Amazon Connect Contact Center Administration

  • Cloud Based Call Center Administration

  • Creating Call Flow with Auto Call Distribution, IVR - Contact Flows

  • Agent, Supervisors, Call Center Managers, Administrators

  • Managing Queues, Prompts, Routing Profiles, Security Profiles, Quick Connects

  • Pricing of Amazon Connect

  • Lex Chat Bot - IVR - Amazon Lex Chat Bot Introduction Pricing and Setup

  • Amazon Lex Chat Bot Introduction Pricing and Setup

  • Intent and Testing the Lex Chat Bot

  • Integrate Lex with Amazon Connect

  • Lex error handling


What are the prerequisites for this course?

  • Should know basic flow charts

Amazon Connect - Cloud Based Omni Channel Contact Center


Check out the detailed breakdown of what’s inside the course

Section 1: Welcome to Amazon Connect!
3 Lectures
  • play icon Introduction 06:46 06:46
  • play icon Pre-Requisites for Amazon Connect 10:12 10:12
  • play icon Pricing of Amazon Connect 08:12 08:12
Section 2: Setting up Amazon Connect Live
10 Lectures
Section 3: Lex Chat Bot - IVR
5 Lectures
Section 4: Reporting and Analysis
4 Lectures
Section 5: Thanks a lot!
1 Lectures

Instructor Details

Navidut Tauhid

Navidut Tauhid

UCC and CC Expert

Cısco and Mıcrosoft Unıfıed Communıcatıon and Collaboratıon and Contact Center Architect.

AWS Solution Architect, Azure Administrator, GCP Quest by Qwiklabs, CCIE Written, CCVP, CCNA, Cisco Unified Contact Centre Express Specialist, Cisco Unity Connection Specialist.

More than 15 years of experience in managing VoIP, Networking; System Administration; Helpdesk Management, Technical Support, and Project Execution. Experience in setting up and managing VoIP, wide area networks, and administering network devices.

Adept at mapping client’s requirements, custom designing solutions, and troubleshooting for complex information VoIP network management.

Rich experience on UC Products like CCM, UCCX and UCCE, Cisco Voice Gateways and Unity Connection, Skype For Business, MS-Teams, Amazon Connect, AWS, Azure, GCP Cloud, Data Center, etc.

Insightful knowledge in VMWare Virtualization.

Domain expertise in installing, administering Windows System Solutions. Insightful knowledge in VoIP Server Management and VoIP Network Planning.

Excellent communication and interpersonal skills with proven abilities in resolving complex VoIP networking-related issues.

Strong communication, collaboration, and team-building skills with deftness in training and supporting end-users as well as developing technical staff to achieve performance objectives.

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