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AWS Instructor
Amazon Connect is a cloud contact center that helps you offer superior customer service. Because it is designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice, chat, and tasks for your customers and contact center agents. Amazon Connect includes tools for skills-based routing, powerful real-time and historical analytics, and intuitive management tools. With pay-as-you-go pricing, Amazon Connect can lower costs while improving contact center operations and agent efficiency.
Read more
Amazon Connect is a cloud contact center that helps you offer superior customer service. Because it is designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice, chat, and tasks for your customers and contact center agents. Amazon Connect includes tools for skills-based routing, powerful real-time and historical analytics, and intuitive management tools. With pay-as-you-go pricing, Amazon Connect can lower costs while improving contact center operations and agent efficiency.
Read more
Amazon Connect is a cloud contact center that helps you offer superior customer service. Because it is designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice, chat, and tasks for your customers and contact center agents. Amazon Connect includes tools for skills-based routing, powerful real-time and historical analytics, and intuitive management tools. With pay-as-you-go pricing, Amazon Connect can lower costs while improving contact center operations and agent efficiency.
This course guides you through how to set up an Amazon Connect contact center that can scale to support millions of customers.
Register for this course and see more details by visiting:
OpenCourser.com/course/ee6inf/amazon
What's inside
Syllabus
Amazon Connect: Creating and Managing Amazon Connect Instances
This course is a part of the Amazon Connect curriculum. In this course, you will walk through how to create and manage an Amazon Connect instance that is customized to your contact center’s needs. The course includes the various steps and features involved with the implementation process, which can help you adjust your existing Amazon Connect instance as your company grows.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Provides real-world applications of Amazon Connect to enhance contact center operations
Suitable for existing Amazon Connect users seeking to expand their knowledge and skills
May require foundational knowledge in contact center management or customer service
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Save Amazon Connect: Creating & Managing Amazon Connect Instances to your list so you can find it easily later:
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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: Creating & Managing Amazon Connect Instances with these
activities:
Review Amazon Connect documentation
Show steps
Read the Amazon Connect documentation to familiarize yourself with the key concepts and features of the platform.
Browse courses on
Amazon Connect
Show steps
-
Visit the Amazon Connect documentation website.
-
Read through the getting started guide.
-
Explore the reference documentation for specific features and functionality.
Review AWS documentation
Show steps
Familiarize yourself with the core concepts and terminology of Amazon Connect to enhance your understanding during the course.
Browse courses on
Amazon Connect
Show steps
-
Read the Amazon Connect User Guide
-
Explore the Amazon Connect Developer Guide
Volunteer to assist other learners in the Amazon Connect community
Show steps
Strengthen your understanding by explaining concepts to others, answering questions, and providing support within the Amazon Connect community.
Show steps
-
Identify opportunities to help others in forums or online communities
-
Provide clear and concise explanations and guidance
-
Be patient and supportive of learners with varying levels of experience
12 other activities
Expand to see all activities and additional details
Show all 15 activities
Follow Amazon Connect tutorials
Show steps
Complete the Amazon Connect tutorials to gain hands-on experience with setting up and managing an instance.
Browse courses on
Amazon Connect
Show steps
-
Visit the Amazon Connect tutorials page.
-
Choose a tutorial that aligns with your learning goals.
-
Follow the step-by-step instructions to complete the tutorial.
Join an Amazon Connect community
Show steps
Engage with other Amazon Connect users to share knowledge and experiences.
Browse courses on
Amazon Connect
Show steps
-
Find an Amazon Connect community online.
-
Join the community and introduce yourself.
-
Participate in discussions and ask questions.
Join an Amazon Connect community or online forum
Show steps
Connect with other Amazon Connect users, share knowledge, and engage in discussions to stay updated and expand your understanding.
Show steps
-
Search for and join an Amazon Connect community or forum
-
Participate in discussions and ask questions
-
Share your knowledge and insights
Complete the Amazon Connect Quick Start guide
Show steps
Gain hands-on experience by setting up and configuring your own Amazon Connect instance, which will support your learning throughout the course.
Show steps
-
Create a free AWS account (if you don't already have one)
-
Sign up for Amazon Connect
-
Follow the step-by-step Quick Start guide
Practice setting up Amazon Connect queues and routing rules
Show steps
Deepen your understanding of queue and routing mechanisms by experimenting and configuring them in your Amazon Connect instance.
Show steps
-
Create multiple queues with different configurations
-
Establish routing rules to direct inbound interactions appropriately
Attend an Amazon Connect workshop or webinar
Show steps
Engage with industry experts and learn best practices and advanced use cases of Amazon Connect, expanding your knowledge and skills.
Show steps
-
Locate and register for relevant Amazon Connect workshops or webinars
-
Attend the sessions and actively participate
Create an Amazon Connect instance
Show steps
Set up your own Amazon Connect instance to experiment with the features and functionality.
Browse courses on
Amazon Connect
Show steps
-
Log in to the Amazon Connect console.
-
Create a new instance.
-
Configure the instance settings.
-
Add users and permissions.
Manage Amazon Connect instances
Show steps
Practice managing Amazon Connect instances to gain familiarity with the administrative tasks.
Browse courses on
Amazon Connect
Show steps
-
Log in to the Amazon Connect console.
-
Create a new instance.
-
Configure the instance settings.
-
Add users and permissions.
Attend an Amazon Connect workshop
Show steps
Attend an Amazon Connect workshop to gain insights from experts and connect with other users.
Browse courses on
Amazon Connect
Show steps
-
Find an Amazon Connect workshop in your area.
-
Register for the workshop.
-
Attend the workshop and participate in the activities.
Role-play contact center interactions
Show steps
Develop your communication and problem-solving abilities by simulating real-life contact center scenarios, preparing you for success as an agent.
Show steps
-
Create different customer profiles with unique scenarios
-
Engage in role-playing exercises with a partner
-
Provide feedback and reflect on communication strategies
Write a blog post about Amazon Connect
Show steps
Create a blog post to share your knowledge and insights about Amazon Connect.
Browse courses on
Amazon Connect
Show steps
-
Choose a topic related to Amazon Connect.
-
Write a blog post that provides valuable information and insights.
-
Publish the blog post on your website or blog.
Design and implement an Amazon Connect customer support plan
Show steps
Apply your knowledge by creating a comprehensive plan to enhance customer support operations by leveraging Amazon Connect's capabilities.
Show steps
-
Identify customer support objectives and requirements
-
Design an Amazon Connect solution that aligns with the objectives
-
Configure and deploy the solution in your Amazon Connect instance
-
Measure and evaluate the effectiveness of the plan
Review Amazon Connect documentation
Show steps
Read the Amazon Connect documentation to familiarize yourself with the key concepts and features of the platform.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Visit the Amazon Connect documentation website.
- Read through the getting started guide.
- Explore the reference documentation for specific features and functionality.
Review AWS documentation
Show steps
Familiarize yourself with the core concepts and terminology of Amazon Connect to enhance your understanding during the course.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Read the Amazon Connect User Guide
- Explore the Amazon Connect Developer Guide
Volunteer to assist other learners in the Amazon Connect community
Show steps
Strengthen your understanding by explaining concepts to others, answering questions, and providing support within the Amazon Connect community.
Show steps
Show steps
Show steps
- Identify opportunities to help others in forums or online communities
- Provide clear and concise explanations and guidance
- Be patient and supportive of learners with varying levels of experience
12 other activities
Expand to see all activities and additional details
Show all 15 activities
Follow Amazon Connect tutorials
Show steps
Complete the Amazon Connect tutorials to gain hands-on experience with setting up and managing an instance.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Visit the Amazon Connect tutorials page.
- Choose a tutorial that aligns with your learning goals.
- Follow the step-by-step instructions to complete the tutorial.
Join an Amazon Connect community
Show steps
Engage with other Amazon Connect users to share knowledge and experiences.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Find an Amazon Connect community online.
- Join the community and introduce yourself.
- Participate in discussions and ask questions.
Join an Amazon Connect community or online forum
Show steps
Connect with other Amazon Connect users, share knowledge, and engage in discussions to stay updated and expand your understanding.
Show steps
Show steps
Show steps
- Search for and join an Amazon Connect community or forum
- Participate in discussions and ask questions
- Share your knowledge and insights
Complete the Amazon Connect Quick Start guide
Show steps
Gain hands-on experience by setting up and configuring your own Amazon Connect instance, which will support your learning throughout the course.
Show steps
Show steps
Show steps
- Create a free AWS account (if you don't already have one)
- Sign up for Amazon Connect
- Follow the step-by-step Quick Start guide
Practice setting up Amazon Connect queues and routing rules
Show steps
Deepen your understanding of queue and routing mechanisms by experimenting and configuring them in your Amazon Connect instance.
Show steps
Show steps
Show steps
- Create multiple queues with different configurations
- Establish routing rules to direct inbound interactions appropriately
Attend an Amazon Connect workshop or webinar
Show steps
Engage with industry experts and learn best practices and advanced use cases of Amazon Connect, expanding your knowledge and skills.
Show steps
Show steps
Show steps
- Locate and register for relevant Amazon Connect workshops or webinars
- Attend the sessions and actively participate
Create an Amazon Connect instance
Show steps
Set up your own Amazon Connect instance to experiment with the features and functionality.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Log in to the Amazon Connect console.
- Create a new instance.
- Configure the instance settings.
- Add users and permissions.
Manage Amazon Connect instances
Show steps
Practice managing Amazon Connect instances to gain familiarity with the administrative tasks.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Log in to the Amazon Connect console.
- Create a new instance.
- Configure the instance settings.
- Add users and permissions.
Attend an Amazon Connect workshop
Show steps
Attend an Amazon Connect workshop to gain insights from experts and connect with other users.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Find an Amazon Connect workshop in your area.
- Register for the workshop.
- Attend the workshop and participate in the activities.
Role-play contact center interactions
Show steps
Develop your communication and problem-solving abilities by simulating real-life contact center scenarios, preparing you for success as an agent.
Show steps
Show steps
Show steps
- Create different customer profiles with unique scenarios
- Engage in role-playing exercises with a partner
- Provide feedback and reflect on communication strategies
Write a blog post about Amazon Connect
Show steps
Create a blog post to share your knowledge and insights about Amazon Connect.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Choose a topic related to Amazon Connect.
- Write a blog post that provides valuable information and insights.
- Publish the blog post on your website or blog.
Design and implement an Amazon Connect customer support plan
Show steps
Apply your knowledge by creating a comprehensive plan to enhance customer support operations by leveraging Amazon Connect's capabilities.
Show steps
Show steps
Show steps
- Identify customer support objectives and requirements
- Design an Amazon Connect solution that aligns with the objectives
- Configure and deploy the solution in your Amazon Connect instance
- Measure and evaluate the effectiveness of the plan
Career center
Learners who complete Amazon Connect: Creating & Managing Amazon Connect Instances will develop knowledge and skills
that may be useful to these careers:
Customer Service Manager
Customer Service Manager
Customer Service Managers are responsible for overseeing the customer service department of a company. They ensure that customers are receiving the best possible service and that the department is running smoothly. This course can help Customer Service Managers learn how to use Amazon Connect to improve the efficiency and effectiveness of their customer service department.
Contact Center Manager
Contact Center Manager
Contact Center Managers are in charge of overseeing the day-to-day operations of a call center. They ensure that the center is running smoothly and that customers are receiving the best possible service. This course can help Contact Center Managers learn how to use Amazon Connect to improve the efficiency and effectiveness of their call center.
Call Center Supervisor
Call Center Supervisor
Call Center Supervisors are responsible for overseeing the day-to-day operations of a call center. They ensure that the center is running smoothly and that customers are receiving the best possible service. This course can help Call Center Supervisors learn how to use Amazon Connect to improve the efficiency and effectiveness of their call center.
Customer Success Manager
Customer Success Manager
Customer Success Managers are responsible for ensuring that customers are successful with a company's products or services. They work with customers to identify their needs and help them achieve their goals. This course can help Customer Success Managers learn how to use Amazon Connect to improve the customer experience.
Technical Support Engineer
Technical Support Engineer
Technical Support Engineers provide technical support to customers. They help customers troubleshoot problems with their products or services. This course can help Technical Support Engineers learn how to use Amazon Connect to provide better support to their customers.
IT Support Specialist
IT Support Specialist
IT Support Specialists provide technical support to employees of a company. They help employees troubleshoot problems with their computers, software, or other IT equipment. This course can help IT Support Specialists learn how to use Amazon Connect to provide better support to their employees.
Salesforce Administrator
Salesforce Administrator
Salesforce Administrators are responsible for managing and maintaining a company's Salesforce CRM system. They ensure that the system is running smoothly and that users have the access and permissions they need. This course can help Salesforce Administrators learn how to use Amazon Connect to integrate with Salesforce and improve the efficiency and effectiveness of their sales process.
Business Analyst
Business Analyst
Business Analysts analyze business processes and identify opportunities for improvement. They work with stakeholders to develop and implement solutions that improve the efficiency and effectiveness of the business. This course can help Business Analysts learn how to use Amazon Connect to collect and analyze data to identify opportunities for improvement.
Data Analyst
Data Analyst
Data Analysts collect, analyze, and interpret data to identify trends and patterns. They use this information to make recommendations for improvements to business processes or products. This course can help Data Analysts learn how to use Amazon Connect to collect and analyze data from customer interactions.
Project Manager
Project Manager
Project Managers are responsible for planning, executing, and closing projects. They work with stakeholders to define project scope, develop project plans, and manage project risks. This course can help Project Managers learn how to use Amazon Connect to improve the communication and collaboration between project stakeholders.
Software Engineer
Software Engineer
Software Engineers design, develop, and maintain software applications. They work with stakeholders to understand their needs and develop software solutions that meet those needs. This course can help Software Engineers learn how to use Amazon Connect to integrate with other software applications and improve the efficiency and effectiveness of their software development process.
Web Developer
Web Developer
Web Developers design, develop, and maintain websites. They work with stakeholders to understand their needs and develop websites that meet those needs. This course can help Web Developers learn how to use Amazon Connect to integrate with websites and improve the user experience.
Database Administrator
Database Administrator
Database Administrators are responsible for managing and maintaining databases. They ensure that databases are running smoothly and that data is secure. This course can help Database Administrators learn how to use Amazon Connect to integrate with databases and improve the efficiency and effectiveness of their database management process.
Network Engineer
Network Engineer
Network Engineers design, build, and maintain networks. They work with stakeholders to understand their needs and develop networks that meet those needs. This course can help Network Engineers learn how to use Amazon Connect to improve the performance and reliability of their networks.
Systems Administrator
Systems Administrator
Systems Administrators are responsible for managing and maintaining computer systems. They ensure that systems are running smoothly and that users have the access and permissions they need. This course can help Systems Administrators learn how to use Amazon Connect to improve the security and reliability of their systems.
For more career information including salaries, visit:
OpenCourser.com/course/ee6inf/amazon
Reading list
We've selected eight 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: Creating & Managing Amazon Connect Instances.
Provides a comprehensive overview of the AI-powered contact center. It covers topics such as chatbots, virtual assistants, and speech analytics. It's a valuable resource for anyone who wants to learn more about how AI can be used to improve contact center operations.
Provides a comprehensive overview of contact center AI. It covers topics such as chatbots, virtual assistants, and speech analytics. It's a valuable resource for anyone who wants to learn more about how AI can be used to improve contact center operations.
Save
Provides a forward-looking perspective on the future of customer contact. It covers topics such as the impact of AI, the rise of self-service, and the changing role of the contact center agent. It's a valuable resource for anyone who wants to stay ahead of the curve in the rapidly evolving world of customer contact.
Save
Provides a comprehensive overview of cloud computing. It covers topics such as cloud architecture, cloud services, and cloud security. It's a valuable resource for anyone who wants to learn more about the underlying technology behind Amazon Connect.
Provides practical advice on how to manage a contact center effectively. It covers topics such as staffing, training, quality assurance, and customer satisfaction. It's a valuable resource for anyone who wants to improve the performance of their contact center.
Save
Provides a comprehensive overview of customer contact management. It covers topics such as customer service, sales, and marketing. It's a valuable resource for anyone who wants to improve the way they interact with their customers.
Provides a comprehensive overview of speech and language processing. It covers topics such as acoustics, phonetics, syntax, and semantics. It's a valuable resource for anyone who wants to learn more about the underlying technology behind Amazon Connect.
Save
Provides a basic overview of customer service. It covers topics such as communication skills, conflict resolution, and problem solving. It's a good starting point for anyone who wants to learn more about customer service.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/ee6inf/amazon
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Via
Coursera
Institution
Amazon Web Services
Instructor
AWS Instructor
Language
English
Good to know
Provides real-world applications of Amazon Connect to enhance contact center operations
Suitable for existing Amazon Connect users seeking to expand their knowledge and skills
May require foundational knowledge in contact center management or customer service
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