Create a Cloud Contact Center with Amazon Connect from Pluralsight

Amazon Connect is an omnichannel cloud contact center. This course will teach you how to set up a contact center in a few steps and engage with your customers.

For this course, no prior experience on how to work with AWS Connect is needed, although some basic knowledge and proficiency of the AWS Console might come in handy. In this course, Create a Cloud Contact Center with Amazon Connect, you’ll learn to set up a contact center and add agents who are located anywhere, in a few steps.

First, you’ll explore how to set up and create an AWS Connect instance, log in to the instance, and navigate the Connect UI.

Next, you’ll discover how to create users and agents, as well as security profiles and hierarchies.

Then, you’ll learn about setting hours of operations, working with routing profiles, and creating and using contact flows.

Finally, you’ll learn how to personalize contact flows in Amazon Connect and connect to other AWS services.

When you are finished with this course, you’ll have the essential skills and knowledge of Amazon Connect, to be able to create a cloud contact center effortlessly.

What's inside

Syllabus

Course Overview

Introduction to Amazon Connect

Building with Amazon Connect

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Strong fit for beginners seeking to establish a basic foundation in configuring and launching a cloud contact center through Amazon Connect

Beginners who have prior experience in the AWS Console may find this course easier to navigate

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 Create a Cloud Contact Center with Amazon Connect with these activities:

Review AWS Console usage

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Reviewing the AWS Console will help you become more familiar with the interface and navigation.

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Log in to the AWS Console
Explore the different sections of the console
Try out some of the basic features

Attend an Amazon Connect workshop or webinar

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Workshops and webinars can provide valuable insights and hands-on experience with Amazon Connect.

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Find an Amazon Connect workshop or webinar
Register for the event
Attend the event and actively participate

Follow a tutorial on Amazon Connect routing profiles

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Guided tutorials can provide structured guidance on specific aspects of Amazon Connect, such as routing profiles.

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Find a tutorial on Amazon Connect routing profiles
Follow the steps in the tutorial
Test your understanding by creating a routing profile of your own

Five other activities

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Join a study group to discuss Amazon Connect concepts

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Engaging in peer discussions can enhance your understanding and provide diverse perspectives on Amazon Connect.

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Find a study group or create your own
Meet regularly to discuss course materials and concepts
Share knowledge and learn from others

Practice creating and managing contact flows

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Hands-on practice with contact flows will help you develop proficiency in using this key feature.

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Create a new contact flow
Add different types of blocks to the flow
Test your contact flow

Volunteer to provide support on Amazon Connect forums

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Volunteering on Amazon Connect forums can help you reinforce your knowledge and support others in the community.

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Join the Amazon Connect forums
Identify questions or issues that you can assist with
Provide helpful and accurate answers or guidance

Contribute to open-source projects related to Amazon Connect

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Contributing to open-source projects can provide practical experience and deepen your understanding of Amazon Connect.

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Find an open-source project related to Amazon Connect
Identify a way to contribute, such as reporting bugs or adding features
Submit your contribution to the project

Create a blog post or article about your experience with Amazon Connect

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Creating content about your Amazon Connect experience can help you solidify your knowledge and share it with others.

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Choose a topic related to Amazon Connect
Research and gather information about the topic
Write and publish your blog post or article

Career center

Learners who complete Create a Cloud Contact Center with Amazon Connect will develop knowledge and skills that may be useful to these careers:

Contact Center Manager

A Contact Center Manager is responsible for overseeing the day-to-day operations of a contact center. They ensure that the center is running smoothly and efficiently, and that customers are receiving the best possible service. This course can help you develop the skills and knowledge you need to be successful in this role, such as how to set up and manage a contact center, how to create and manage agents, and how to create and use contact flows.

See salaries and explore the career path for Contact Center Manager

Customer Service Manager

A Customer Service Manager is 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 and efficiently. This course can help you develop the skills and knowledge you need to be successful in this role, such as how to set up and manage a contact center, how to create and manage agents, and how to create and use contact flows.

See salaries and explore the career path for Customer Service Manager

Call Center Supervisor

A Call Center Supervisor is responsible for overseeing the day-to-day operations of a call center. They ensure that the center is running smoothly and efficiently, and that customers are receiving the best possible service. This course can help you develop the skills and knowledge you need to be successful in this role, such as how to set up and manage a contact center, how to create and manage agents, and how to create and use contact flows.

See salaries and explore the career path for Call Center Supervisor

Contact Center Agent

A Contact Center Agent is responsible for providing customer service to customers over the phone, email, or chat. They answer customer questions, resolve customer issues, and provide support to customers. This course can help you develop the skills and knowledge you need to be successful in this role, such as how to use a contact center software, how to handle customer inquiries, and how to resolve customer issues.

See salaries and explore the career path for Contact Center Agent

Customer Service Representative

A Customer Service Representative is responsible for providing customer service to customers over the phone, email, or chat. They answer customer questions, resolve customer issues, and provide support to customers. This course can help you develop the skills and knowledge you need to be successful in this role, such as how to use a contact center software, how to handle customer inquiries, and how to resolve customer issues.

See salaries and explore the career path for Customer Service Representative

Technical Support Specialist

A Technical Support Specialist is responsible for providing technical support to customers over the phone, email, or chat. They troubleshoot customer issues, resolve technical problems, and provide support to customers. This course can help you develop the skills and knowledge you need to be successful in this role, such as how to use a contact center software, how to handle customer inquiries, and how to resolve technical problems.

See salaries and explore the career path for Technical Support Specialist

Marketing Representative

A Marketing Representative is responsible for promoting products or services to customers over the phone, email, or chat. They generate leads, qualify leads, and close deals. This course can help you develop the skills and knowledge you need to be successful in this role, such as how to use a contact center software, how to handle customer inquiries, and how to close deals.

See salaries and explore the career path for Marketing Representative

Sales Representative

A Sales Representative is responsible for selling products or services to customers over the phone, email, or chat. They generate leads, qualify leads, and close deals. This course can help you develop the skills and knowledge you need to be successful in this role, such as how to use a contact center software, how to handle customer inquiries, and how to close deals.

See salaries and explore the career path for Sales Representative

Product Manager

A Product Manager is responsible for the development and management of a product. They work with engineers, designers, and marketers to create and launch new products, and to improve existing products. This course may be useful for Product Managers who want to learn more about how to use contact centers to improve customer service and support.

See salaries and explore the career path for Product Manager

Project Manager

A Project Manager is responsible for planning, executing, and closing projects. They work with stakeholders to define project goals, develop project plans, and track project progress. This course may be useful for Project Managers who want to learn more about how to use contact centers to improve project communication and collaboration.

See salaries and explore the career path for Project Manager

Business Analyst

A Business Analyst is responsible for analyzing business processes and identifying opportunities for improvement. They work with stakeholders to gather requirements, develop solutions, and implement changes. This course may be useful for Business Analysts who want to learn more about how to use contact centers to improve customer service and support.

See salaries and explore the career path for Business Analyst

Data Analyst

A Data Analyst is responsible for collecting, cleaning, and analyzing data to identify trends and patterns. They work with stakeholders to develop insights and recommendations. This course may be useful for Data Analysts who want to learn more about how to use contact center data to improve customer service and support.

See salaries and explore the career path for Data Analyst

Web Developer

A Web Developer is responsible for designing, developing, and maintaining websites. They work with stakeholders to gather requirements, develop solutions, and implement changes. This course may be useful for Web Developers who want to learn more about how to use contact centers to improve customer service and support.

See salaries and explore the career path for Web Developer

Software Engineer

A Software Engineer is responsible for designing, developing, and testing software applications. They work with stakeholders to gather requirements, develop solutions, and implement changes. This course may be useful for Software Engineers who want to learn more about how to use contact centers to improve customer service and support.

See salaries and explore the career path for Software Engineer

IT Support Specialist

An IT Support Specialist is responsible for providing technical support to users. They troubleshoot problems, resolve issues, and provide support to users. This course may be useful for IT Support Specialists who want to learn more about how to use contact centers to improve customer service and support.

See salaries and explore the career path for IT Support Specialist