This workshop introduces Amazon Connect, AWS's cloud-based contact center solution. Through hands-on labs using a sample case study, participants will learn: 1. Basic setup including queue creation, user management, and contact flow design. 2. Call analytics with real-time and historical metrics reporting. 3. Conversational analytics using Contact Lens.

Discover how supervisors are able to effectively harness supervisor tools including Generative AI-powered features, such as Contact Lens Conversational Analytics

Workshop attendees learn how an existing IVR solution is migrated to a speech conversational IVR powered by Amazon Connect and Amazon Lex. You get to know concepts that are used to design personal and dynamic customer experience for audio and text conversations. As conversational IVRs require continuous improvements, you are tasked to integrate personalized greetings, high speech recognization, sentiment-based routing and guided workflows to display options and use this knowledge for your job.

This workshop will enable you to learn about setting up in-app, web and video calling within your Amazon Connect instance, and deploy a communications widget onto your website so customers can reach out to their specialist portfolio managers.

The Amazon Connect Operational Workshop help you learn to operate Amazon Connect workloads in Production. It provides guidance and best practices to monitor and diagnose technical issues and how to mitigate and resolve them quickly.

This module is part of the Amazon Connect CTI Adapter for Salesforce workshop series and focuses on integrating with data residing with a Salesforce organization.

Part of Amazon Connect CTI Adapter for Salesforce Series, provides design and architectural insights into Amazon Connect integration with Salesforce using CTI adaptor

An introduction to Amazon Connect and Salesforce with a focus on the Amazon Connect CTI Adapter for Salesforce. This workshop module is a prerequisite for the remaining Amazon Connect CTI Adapter for Salesforce Series modules.

This workshop demonstrates the ability to configure a full suite of Agent Enablement capabilities on Amazon Connect including Wisdom, Cases, Profiles, Step-by-Step Guides, and Voice ID.

An introduction to Amazon Connect forecasting, capacity planning, and scheduling

Evaluation forms are an essential part of a Quality Management workflow in contact centers. Administrators or quality assurance analysts use Evaluation Forms to evaluate various characteristics of an agent-customer interaction. The workshop walks through setting up Contact Lens Rules, building evaluation forms and using these forms to evaluate and score agent-customer interactions. While the workshop focuses on Voice, the same principles can be used to measure Chat interactions as well.

Introduces users to the key concepts of how routing works in Amazon Connect. Includes priorities, queues, routing profiles, and other key factors to consider when configuring routing. Lab section builds out a routing baseline.

The workshop walks a user through how they can integrate an existing identity provider such as Okta/AzureAD to manage users and permissions within an Amazon Connect instance.

This workshop is a Complete demonstration of a Contact Center Flow with Lex, Voice ID and Task Automation.

In this workshop, we will discover how to create a powerful and flexible post contact survey with Amazon Connect, using DynamoDB and Lambda to support the solution.

The purpose of this workshop is to understand the steps required to enable Amazon Connect Global Resiliency and initiate a failover

In this Workshop, we demonstrate how you can implement CICD Deployment pipeline for your Amazon Connect Contact Flow. This workshop walks you through how you can deploy Amazon Connect Contact Flows that consist of Lambda functions, Lex bots, Connect Queue, etc. across various environments (Dev, QA, STG, Prod) through CICD pipeline leveraging CloudFormation, Code Commit repository, CodePipeline, etc.

In this course you'll learn how you can expand your Contact Center to the Chat channel using Amazon Connect.

In this workshop you will learn how to launch and set up a modernized cloud based Call Center through a series of hands-on labs. You will set up Amazon Connect Voice ID to start authenticating your callers with their voice, detect fraudsters, and explore the different features of Amazon Connect Voice ID.

The purpose of this workshop is to provide you with an introduction to Amazon Connect, Amazon Web Services cloud-based virtual contact center offering. Leveraging the sample case study provided, you are expected to participate in six (6) hands-on lab modules.

Customers expect a fast, frictionless, and personalized customer service experience. However, agents spend on average 2 minutes navigating multiple applications to find important customer data leading to poor experiences and high costs. Amazon Connect Customer Profiles automatically brings together customer information from multiple applications into a unified customer profile, delivering the profile directly to the agent as soon as the support call or interaction begins.

Amazon Connect supports identity federation by configuring Security Assertion Markup Language (SAML) 2.0 with AWS IAM to enable web-based single sign-on (SSO) from your organization to your Amazon Connect instance. This allows your users to sign in to a portal in your organization hosted by a SAML 2.0 compatible identity provider (IdP) and log in to an Amazon Connect instance with a single sign-on experience without having to provide separate credentials for Amazon Connect.

In this workshop you will learn how to launch and set up a modernized cloud based Call Center through a series of hands-on labs. You will set up Contact Lens for Amazon Connect to start gaining insights on your calls, and explore the different features of Contact Lens for Amazon Connect.

This workshop demonstrates how Amazon Connect's native ability to integrate with Amazon Lex can provide several benefits, including enhancing your Interactive Voice Response (IVR) menu with Natural Language (NL) processing, and dynamic delivery of content.

Build a cloud based contact center using AWS Amazon Connect service and explore integration with other AWS services such as Amazon DynamoDB, Amazon Lex and AWS Lambda to build modern and robust contact center.