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Amazon Connect
Creating & Managing Amazon Connect Instances
AWS Instructor
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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Activities
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We're preparing activities for
Amazon Connect: Creating & Managing Amazon Connect Instances.
These are activities you can do either before, during, or after a course.
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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