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Amazon Connect

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mothervalise
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38 views

Amazon Connect

Uploaded by

mothervalise
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as TXT, PDF, TXT or read online on Scribd
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Week 1: Introduction to Amazon Connect

Day 1: Overview of Amazon Connect

• Topics:
• Introduction to Amazon Connect
• Key Features and Benefits
• Amazon Connect Architecture
• Basic Terminology (Contact Flows, Agents, Queues, etc.)
• Activity:
• Set up a basic Amazon Connect instance
• Explore the Amazon Connect dashboard

Day 2: Setting Up Your Contact Center

• Topics:
• Configuring Amazon Connect settings
• Creating Users and Assigning Roles
• Setting Up Phone Numbers
• Basic Contact Flow Creation
• Activity:
• Create a basic contact flow with a welcome message and agent routing

Day 3: Working with Contact Flows

• Topics:
• Deep Dive into Contact Flows
• Using Blocks: Play Prompt, Get Customer Input, Transfer to Queue
• Working with Amazon Lex Bots in Contact Flows
• Activity:
• Build a simple IVR system using Contact Flows and Amazon Lex
integration

Group Activity for Week 1:

• Create a small project that combines all topics learned. Each


participant adds their contribution to a cohesive contact center setup.

Week 2: Advanced Amazon Connect Features

Day 4: Integrating with AWS Services

• Topics:
• Integration with AWS Lambda
• Using Amazon S3 for Call Recordings
• Data Streaming to Amazon Kinesis
• Activity:
• Set up an integration where customer data is retrieved from a Lambda
function

Day 5: Analytics and Reporting

• Topics:
• Understanding Amazon Connect Metrics and Reports
• Configuring Real-Time and Historical Metrics
• Setting Up Amazon QuickSight for Reporting
• Activity:
• Generate reports and visualize data using Amazon QuickSight
Day 6: Managing Agents and Queues
• Topics:
• Agent Management (Creating and Assigning Agents)
• Configuring Routing Profiles
• Setting Up Queues and Managing Traffic
• Activity:
• Optimize a queue setup to handle different customer requests
efficiently

Group Activity for Week 2:

• Each participant is responsible for optimizing a different aspect of


the Amazon Connect instance (e.g., flows, integrations, metrics).

Week 3: Practical Application and Final Project

Day 7: Compliance and Security

• Topics:
• Understanding Compliance Requirements (e.g., GDPR, HIPAA)
• Configuring Security Settings (Encryption, IAM Roles)
• Managing Access and Permissions
• Activity:
• Implement security best practices in the existing Amazon Connect setup

Day 8: Customizing the Customer Experience

• Topics:
• Advanced Contact Flows (Using Conditions, Branches)
• Personalizing Customer Interactions (Data Dip, Customer Profiles)
• Integrating with External CRM Systems (e.g., Salesforce)
• Activity:
• Create a personalized experience for a specific customer segment

Day 9: Preparing for Real-World Scenarios

• Topics:
• Handling Common Issues (Call Failures, Latency)
• Best Practices for Scaling Amazon Connect
• Monitoring and Troubleshooting
• Activity:
• Simulate and resolve a real-world issue in the contact center

Final Group Project:

• Build a fully functioning Amazon Connect contact center that


incorporates all the learned features.

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