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.Course level: FundamentalDuration: 60 minutesActivitiesThis course includes presentations, e-learning interactions, and knowledge checks.Course objectivesIn this course, you will learn to:Create an Amazon Connect instanceModify Amazon Connect instance configurationsRecall additional features that can be added to your Amazon Connect contact centerIntended audienceThis course is intended for:Technical professionals who work with, or would like to work with the implementation, maintenance, and optimization of the contact centerThe primary audience is small, medium, and enterprise contact center professionals. This includes those in roles of administrators, quality analysts, supervisors, call center managers, developers, and AWS partners. We assume that the audience might have general to extensive experience and knowledge of contact centers.PrerequisitesWe recommend that attendees of this course have:Completed the Introduction to Amazon Connect and the Contact Control Panel (CCP) courseCompleted the Introduction to the Administrative Interface courseExperience using the AWS Management Console access to create and manage an Amazon Connect instanceAccess to contact center and analytics data Course outlineModule 1: Before you Create an Amazon Connect Instance Overview of an Amazon Connect contact center Create an AWS account Overview of an Amazon Connect instance Instance considerations IAM permissions User management Regional considerations AWS Partners and AWS Professional ServicesModule 2: Creating an Amazon Connect Instance Select a region Create an instance Set your identity Add an administrator Set telephony Set data storage based on information to be stored Instance reviewModule 3: Modifying Instance Configurations Telephony Data storage Data Streaming with agent event streams and contact trace records (CTRs) Contact Flows with Amazon Lex and AWS Lambda Analytics Tools and enable Contact Lens for Amazon Connect Approved origins Customer profiles Configure pre-built applications for tasks Wisdom Voice IDModule 4: Summary Summary of each lesson Course assessment Additional resources
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