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A Cloud Guru
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.
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Provides foundational knowledge about Amazon Connect, making it suitable for beginners
Covers the creation and management of Amazon Connect contact flows
Assists students in understanding how Amazon Connect interacts with AWS Lex
Demonstrates practical use cases of Amazon Connect, enabling hands-on experience
Relevant to individuals seeking a comprehensive understanding of Amazon Connect
Provides knowledge and skills applicable to real-world contact center scenarios
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Amazon Connect Essentials with these
activities:
Create a Lex Chatbot
Show steps
Creating Lex Chatbots will give you hands-on practice with one of the most powerful tools available in Connect and is sure to enhance your engagemt with the course.
Show steps
-
Start with a simple Lex chatbot that can answer basic questions.
-
Create Lex chatbots for different scenarios, such as providing product information, scheduling appointments, and troubleshooting issues.
-
Test your Lex chatbots and make adjustments as needed.
Develop a Contact Flow Design Document
Show steps
Designing contact flows is a critical part of implementing Amazon Connect. Creating a design document will help to clearly define the flow of customer interactions
Show steps
-
Identify the customer journey
-
Map out the different paths that a customer can take
-
Create a visual representation of the contact flow
Show all two activities
Create a Lex Chatbot
Show steps
Creating Lex Chatbots will give you hands-on practice with one of the most powerful tools available in Connect and is sure to enhance your engagemt with the course.
Show steps
Show steps
Show steps
- Start with a simple Lex chatbot that can answer basic questions.
- Create Lex chatbots for different scenarios, such as providing product information, scheduling appointments, and troubleshooting issues.
- Test your Lex chatbots and make adjustments as needed.
Develop a Contact Flow Design Document
Show steps
Designing contact flows is a critical part of implementing Amazon Connect. Creating a design document will help to clearly define the flow of customer interactions
Show steps
Show steps
Show steps
- Identify the customer journey
- Map out the different paths that a customer can take
- Create a visual representation of the contact flow
Show all two activities
Career center
Learners who complete Amazon Connect Essentials will develop knowledge and skills
that may be useful to these careers:
Contact Center Agent
Contact Center Agent
Contact Center Agents work as part of a contact center team by answering questions and providing information to customers via phone, email, or chat. They can work in either inbound or outbound call centers, and in various industries such as customer service, sales, or technical support. As an Amazon Connect Essentials course graduate, you will be empowered with the knowledge to effectively manage customer interactions and ensure customer satisfaction. This course will help you understand how to use Amazon Connect to automate tasks, create custom contact flows, and integrate with other systems. With this enhanced knowledge, you can excel as a Contact Center Agent and provide exceptional customer experiences.
Customer Service Manager
Customer Service Manager
Customer Service Managers oversee the operations of a customer service department. They are responsible for ensuring that customers receive high-quality service and that the department operates efficiently. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in customer service best practices and Amazon Connect's capabilities. This course will provide you with the expertise to design and implement effective customer service strategies, manage a team of customer service representatives, and measure and improve customer satisfaction.
IT Manager
IT Manager
IT Managers plan, implement, and maintain an organization's computer systems, networks, and other technological resources. They ensure that these systems operate efficiently and securely, and that they meet the organization's business needs. As an Amazon Connect Essentials course graduate, you will have gained a solid foundation in cloud-based contact center solutions. This course will provide you with the technical expertise to evaluate, select, and implement Amazon Connect, as well as manage its ongoing operation and maintenance.
Project Manager
Project Manager
Project Managers plan, execute, and close projects. They are responsible for ensuring that projects are completed on time, within budget, and to the required quality standards. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in project management best practices and Amazon Connect's capabilities. This course will provide you with the skills to effectively manage Amazon Connect implementation projects, ensuring successful outcomes and customer satisfaction.
Sales Manager
Sales Manager
Sales Managers lead and motivate a team of sales representatives to achieve sales goals. They are responsible for developing and implementing sales strategies, managing sales pipelines, and forecasting sales revenue. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in sales management best practices and Amazon Connect's capabilities. This course will provide you with the tools to effectively leverage Amazon Connect to improve sales performance, track customer interactions, and close more deals.
Technical Support Engineer
Technical Support Engineer
Technical Support Engineers provide technical assistance to customers experiencing problems with products or services. They diagnose and resolve issues, and provide guidance on how to use products or services effectively. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in technical support best practices and Amazon Connect's capabilities. This course will provide you with the expertise to effectively troubleshoot and resolve customer issues, ensuring customer satisfaction and loyalty.
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analysts test and evaluate software products to ensure that they meet quality standards. They identify and report bugs, and work with developers to resolve them. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in quality assurance best practices and Amazon Connect's capabilities. This course will provide you with the skills to effectively test and evaluate Amazon Connect instances, ensuring that they meet performance and reliability requirements.
Data Analyst
Data Analyst
Data Analysts collect, analyze, and interpret data to provide insights that can help organizations make better decisions. They use statistical techniques and data mining tools to extract meaningful information from data. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in data analysis best practices and Amazon Connect's reporting capabilities. This course will provide you with the skills to effectively analyze Amazon Connect data to identify trends, patterns, and areas for improvement.
Business Analyst
Business Analyst
Business Analysts gather and analyze business requirements to help organizations improve their processes and systems. They work with stakeholders to understand their needs and develop solutions that meet those needs. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in business analysis best practices and Amazon Connect's capabilities. This course will provide you with the skills to effectively gather and analyze requirements for Amazon Connect implementations, ensuring that they align with business goals and objectives.
Software Developer
Software Developer
Software Developers design, code, and test software applications. They work with stakeholders to understand their needs and develop solutions that meet those needs. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in software development best practices and Amazon Connect's APIs. This course will provide you with the skills to effectively develop custom integrations and applications for Amazon Connect, extending its functionality and meeting specific business requirements.
Product Manager
Product Manager
Product Managers are responsible for the development and management of products. They work with stakeholders to define product requirements, and they oversee the product development process. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in product management best practices and Amazon Connect's capabilities. This course will provide you with the skills to effectively define and manage Amazon Connect products, ensuring that they meet customer needs and business objectives.
Marketing Manager
Marketing Manager
Marketing Managers plan and execute marketing campaigns to promote products or services. They work with stakeholders to define marketing objectives and develop strategies to achieve those objectives. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in marketing best practices and Amazon Connect's capabilities. This course will provide you with the skills to effectively leverage Amazon Connect to automate marketing tasks, track campaign performance, and generate leads.
Operations Manager
Operations Manager
Operations Managers are responsible for the day-to-day operations of an organization. They work with stakeholders to define operational goals and develop strategies to achieve those goals. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in operations management best practices and Amazon Connect's capabilities. This course will provide you with the skills to effectively manage Amazon Connect operations, ensuring that they are efficient and effective.
Human Resources Manager
Human Resources Manager
Human Resources Managers are responsible for the management of an organization's human resources. They work with stakeholders to define HR policies and develop strategies to achieve HR objectives. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in HR management best practices and Amazon Connect's capabilities. This course may be useful for those looking to leverage Amazon Connect to automate HR tasks, such as employee onboarding, payroll processing, and performance management.
Financial Analyst
Financial Analyst
Financial Analysts analyze financial data to provide insights that can help organizations make better decisions. They use financial models and data analysis techniques to evaluate investments, assess risks, and forecast financial performance. As an Amazon Connect Essentials course graduate, you will have gained valuable knowledge in financial analysis best practices and Amazon Connect's reporting capabilities. This course may be useful for those looking to leverage Amazon Connect to analyze financial data, track key metrics, and generate reports.
For more career information including salaries, visit:
OpenCourser.com/course/azcxpd/amazon
Reading list
We've selected three books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Amazon Connect Essentials.
Great introduction to Amazon Connect for beginners. It covers the basics of Amazon Connect in a clear and concise way.
This textbook provides a comprehensive overview of cloud computing, with a focus on AWS. It covers topics such as cloud architecture, security, and best practices.
Save
Provides a practical guide to managing contact centers, including tips and strategies for improving customer satisfaction.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/azcxpd/amazon
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Getting Started with Amazon Lex
OpenCourser.com/course/dfjvwf/getting
Getting Started with Amazon Lex
Level
Intermediate
Via
Pluralsight
Instructor
A Cloud Guru
Language
English
Good to know
Provides foundational knowledge about Amazon Connect, making it suitable for beginners
Covers the creation and management of Amazon Connect contact flows
Assists students in understanding how Amazon Connect interacts with AWS Lex
Demonstrates practical use cases of Amazon Connect, enabling hands-on experience
Relevant to individuals seeking a comprehensive understanding of Amazon Connect
Provides knowledge and skills applicable to real-world contact center scenarios
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