Amazon Connect Essentials

By Kelby Enevold

Take your business from absolutely zero Amazon Connect knowledge to justify, design, and implement a solution.

5 hours
  • 40 Lessons

About the course

Amazon Connect is a cloud-based contact center solution that revolutionizes the way companies interact with their customers. Amazon Connect makes it easy to set up and manage a customer contact center while also providing reliable customer engagement at any scale. The intent of this course is to take business or technical stakeholders from absolutely zero Amazon Connect knowledge to justify, design, and implement a solution within their business.

Throughout the course we will cover topics such as creating your first Connect instance, creating contact flows, and even taking calls as an Agent. Lastly, we’ll start diving into the power Lex brings to our contact center, and lightly discuss how a Lex Chatbot can impact your Contact Center.

  • Chapter 1 4 Lessons Getting Started 8:13

    An Important Note About A Cloud Guru and Linux Academy Courses

    1:19

    Course Introduction

    1:23

    About the Author

    1:18

    Creating an AWS Account

    4:13
  • Chapter 2 4 Lessons Amazon Connect Fundamentals 24:31

    Contact Center Basics and Key Components

    5:29

    Contact Center Costs

    3:16

    Amazon Connect Costs and Benefits

    12:26

    Summary and What's Next

    3:20
  • Chapter 3 6 Lessons Scenario - Gathering Requirements 47:54

    Scenario Introduction

    5:20

    Customer and Business Requirements: Part 1

    12:31

    Customer and Business Requirements: Part 2

    4:41

    Agent Requirements

    7:22

    Infrastructure and Management Requirements

    9:50

    The Requirements Document

    8:10
  • Chapter 4 3 Lessons Connect Infrastructure 29:29

    Creating a Contact Center: Part 1

    9:44

    Creating a Contact Center: Part 2

    6:46

    Configuring Inbound and Outbound Calls and Numbers

    12:59
  • Chapter 5 11 Lessons Connect Call Architecture 2:14:28

    Creating Queues, Routing Profiles, and Contact Flows: Part 1

    12:34

    Creating Queues, Routing Profiles, and Contact Flows: Part 2

    9:05

    Contact Flow Architecture

    12:48

    Building a Contact Flow: Part 1

    12:19

    Building a Contact Flow: Part 2

    9:07

    Implementing Self-Service

    12:47

    Configuring Customer Callback: Part 1

    15:28

    Configuring Customer Callback: Part 2

    15:57

    Adding a Lex Bot: Part 1

    11:51

    Adding a Lex Bot: Part 2

    10:28

    Adding a Lex Bot: Part 3

    12:04
  • Chapter 6 2 Lessons Configuring Agents 18:15

    Configuring Agents

    9:49

    Adding and Using Agent States

    8:26
  • Chapter 7 3 Lessons Management and Monitoring 28:38

    Configuring and Working with Call Recordings

    8:32

    Monitoring Live Conversations and Listen In

    4:56

    Configuring Monitoring and Metrics

    15:10
  • Chapter 8 2 Lessons Troubleshooting 10:34

    Troubleshooting: Part 1

    5:32

    Troubleshooting: Part 2

    5:02
  • Chapter 9 4 Lessons Amazon Connect Chat Update 52:11

    Leveraging Chat Functionality in Amazon Connect Part 1

    12:05

    Leveraging Chat Functionality in Amazon Connect Part 2

    5:24

    Transferring Chats and Calling other Agents

    15:08

    Leveraging a Lex Chatbot

    19:34
  • Chapter 10 1 Lesson Conclusion and What's Next 1:44

    What's Next

    1:44

What you will need

  • Before beginning this course, users should have a basic understanding of how to use the AWS management console.

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