AWS Amazon Connect Contact Center - Cloud Call Center Admin

Amazon Connect is one of the most in-demand omnichannel cloud contact centers (PaaS). You can set up a contact center in a few steps, add agents who are located anywhere, and start engaging with your customers. Without worrying about the data center power requirements, cooling, network connectivity, security, servers, storage, etc., a cloud-based highly scalable call center built-in and functional not in days anymore!

You can create personalized experiences for your customers using omnichannel communications. For example, you can dynamically offer chat and voice contact, based on such factors as customer preference and estimated wait times. Agents, meanwhile, conveniently handle all customers from just one interface. For example, they can chat with customers, and create or respond to tasks as they are routed to them.

Amazon Connect is an open platform that you can integrate with other enterprise applications, such as Salesforce. Besides, you can take advantage of the AWS ecosystem to innovate new experiences for your customers.

In this course you will learn and master the following topics:

* Creating an Amazon Connect Instance - Serverless Cloud-Based Scalable Call Center

* Claiming a Phone Number - Claim and Map DIDs or Toll-Free number to your IVR

* Supported Regions and Availability Zones - Amazon Connect supported hosting regions

* Hours of Operation - Time of the Day, Day of the Week Based Call Routing

* Creating Queues - To handle the calls in wait.

* Quick Connects - To transfer the calls to different numbers, queues or supervisors, etc.

* Routing Profiles - Managing Agent and Queues together

* Adding Users - Creating users like Agents, Supervisors, Managers, Administrators, etc.

* Contact Flows - Designing and Implementing the Call Flow in Amazon Contact Center.

* Testing the Call Flow with Amazon connect

* Using Amazon Lex Chat Bot

* Amazon Lex Chat Bot Introduction Pricing and Setup

* Intent and Testing the Lex Chat Bot

* Integrate Lex with Amazon Connect

* Testing IVR Call after Integrating with Lex

* Lex error handling and much more.