Amazon Connect Contact Center Video Training

Learn how to design, configure and operate an omnichannel cloud contact center using Amazon Connect. Build practical skills with guided training covering contact flows, voice and chat, text-to-speech, phone numbers, routing, queues, agents and Amazon Lex integrations.

Amazon Connect Package Includes

Amazon Connect contact center training videos

Amazon Connect setup and administration training

Contact flows, routing profiles, queues and agent configuration

Amazon Connect voice, chat and text-to-speech configuration

Amazon Lex chatbot and voice-bot integration

Amazon Connect scripting and advanced contact-flow development Coming soon

One year of Amazon Connect lab access provided through AWS

Unlimited course updates and technical training support

Complete Amazon Connect Kit

$899 USD

One-Year AWS Lab Access

Build a Cloud Contact Center

Includes Amazon Connect training videos, contact-flow labs, Amazon Lex integration and unlimited updates.

Start Your Free Trial

Preview the Amazon Connect training platform before purchasing. No credit card is required for the free trial.

Preview Amazon Connect Training

Preview practical Amazon Connect setup, telephony, routing, contact flows, voice and chat configuration and AWS operational best practices.

Contact Center Administration

Contact-Flow Development

One-Year AWS Lab Access

Build Amazon Connect from the Ground Up

Follow guided demonstrations covering AWS account planning, region selection, phone-number configuration, telephony, testing and production readiness.

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Course Outline

Amazon Connect: Master Course Outline

Part 1: Amazon Connect Updated Lectures

Module 1: Introduction, Architecture, and Deployment

Chapter 1: Introduction to Amazon Connect Overview
Chapter 2: Understanding Amazon Contact Center Terminology and Concepts
Chapter 3: Overview of Amazon Connect Architecture Workload
Chapter 4: Overview of Amazon Connect Architecture Deployment Models
Chapter 5: Overview of Amazon Connect Architecture Operational Excellence
Chapter 6: Overview of Amazon Connect Architecture Security Design
Chapter 7: Deploying Amazon Connect Cloud Contact Center

Module 2: Queues, Routing, and Agent Management

Chapter 8: Understanding Business Hours in Amazon Connect
Chapter 9: Understanding How Routing and Cross-Channel Works in Amazon Contact Center
Chapter 10: Overview and Configuration of Amazon Connect Queues
Chapter 11: Understanding and Configuration of Routing Profiles, Queue Priority, and Delays
Chapter 12: Understanding Precision Routing in Amazon Connect Using Routing Proficiencies
Chapter 13: Managing Agent Hierarchies and Settings in Amazon Connect
Chapter 38: Managing Agent Status and Security Profiles

Module 3: Contact Flow Design and Fundamentals

Chapter 14: Create and Test a Basic Call Flow with Proficiencies and Attributes
Chapter 15: Configuring Chat, Voice, and Video Communication via Web Applications
Chapter 16: Creating Your First Connect Call Flow
Chapter 17: Using Set Voice and Check Office Hours Flow in Amazon Connect
Chapter 18: Using User-Defined Variables in Connect Contact Flows
Chapter 19: Contact Flow: Collect Digits Using Store Customer Input
Chapter 20: Creating a Basic Call Flow for Transfer to Queue
Chapter 21: Using Invoke Modules to Call a Module
Chapter 22: Distribute Sales Calls by Percentage
Chapter 23: Changing Routing Priority Based on CLID
Chapter 24: Managing Prompts in Amazon AWS Connect with Poly, S3, and SSML
Chapter 25: Managing Transfers in Amazon AWS Connect
Chapter 36: Creating Contact Flows with Routing Priority and Age Time
Chapter 39: Creating Amazon Connect Flows for Call Recording

Module 4: Advanced Integrations, Lex, and AWS Services

Chapter 26: Overview of Amazon AWS Connect Rules
Chapter 27: Basic Overview of Amazon Lex
Chapter 28: Creating Amazon Connect Customer Profiles
Chapter 29: AWS Connect Queues and Routing Profiles Lab
Chapter 30: Building Chatbots Using Amazon Lex for Connect
Chapter 31: Creating AWS Connect Contact Flows with Lex Bots
Chapter 32: Creating CloudWatch Logs for Amazon Lex Bot Activity
Chapter 33: Integrating Amazon Connect with DynamoDB and Lambda
Chapter 34: Amazon Connect Lambda Integration: Pull Records from Database
Chapter 35: How to Use Check and Set Contact Attributes with Lambda Functions
Chapter 37: Amazon Connect Store Customer Input and Authenticate Client

Part 2: Amazon Connect Legacy Lectures (v1)

Chapter 1 (Parts 1–2): Introduction to AWS Connect
Chapter 2 (Parts 1–3): Amazon AWS Connect Architecture
Chapter 3: Setting Up Your First AWS Connect Cloud Contact Center
Chapter 4: Overview and Configuration of Amazon AWS Contact Flows
Chapter 5: Creating Flow Modules to Manage Contact Flows
Chapter 6: Managing Prompts in Amazon AWS Connect with Poly, S3, and SSML
Chapter 7: Managing Transfers in Amazon AWS Connect
Chapter 8: Overview of Amazon AWS Connect Rules
Chapter 9: Basic Overview of Amazon Lex
Chapter 10: Creating Amazon Connect Customer Profiles
Chapter 11: AWS Connect Queues and Routing Profiles Lab
Chapter 12: Building Chatbots Using Amazon Lex for Connect
Chapter 13: Creating AWS Connect Contact Flows with Lex Bots
Chapter 14: Creating CloudWatch Logs for Amazon Lex Bot Activity
Chapter 15: Integrating Amazon Connect with DynamoDB and Lambda
Chapter 16: Amazon Connect Lambda Integration: Pull Records from Database
Chapter 17: Amazon Connect Store Customer Input and Authenticate Client
Chapter 18: How to Use Check and Set Contact Attributes with Lambda Functions
Chapter 19: Creating Contact Flows with Routing Priority and Age Time
Chapter 20: Managing Agent Status and Security Profiles
Chapter 21: Creating Amazon Connect Flows for Call Recording

Part 3: Lab Guides and Resources

Day 1 Lab Guide: Amazon Connect Contact Center
Day 2 Lab Guide: Amazon Connect Contact Center
Day 3 Lab Guide: Amazon Connect Chat
Day 4 Lab Guide: Salesforce CTI Adapter Integration with Amazon Connect Lab
Additional Labs: Amazon Connect Tasks Lab & Amazon Connect Contact Center Deployment Lab
Resource Files: ACWS_UniBot-Version-1-LexJson.zip & amazon-connect-workshop-stack.yml

Part 4: Practice Tests and Exercises

Routing Profile Exercises

Exercise 1: Handling Multiple Support Queues with Different Priorities
Exercise 2: Introducing Delays for Non-Critical Tasks
Exercise 3: Time-Based Priority Shifts
Exercise 4: Channels and Concurrency for Routing Contacts

Predefined Attribute Exercises

Exercise 1: Create Predefined Proficiencies and Assign Them to Agents