Amazon Connect and Contact Control Panel (CCP) 2025
Master Amazon Connect: Set Up, Manage, and Optimize Cloud-Based Contact Centers with Advanced AWS Integrations
3.00 (1 reviews)

400
students
1 hour
content
Jan 2025
last update
$29.99
regular price
Why take this course?
π Master Amazon Connect: Set Up, Manage, and Optimize Cloud-Based Contact Centers with Advanced AWS Integrations π‘ GroupLayout:
Course Overview: π§ Who Should Take This Course?
- Customer Service Professionals
- IT Administrators
- Developers
- Business Owners
- Anyone interested in mastering cloud-based contact center technologies.
π Course Objectives:
- Understand the setup and management of Amazon Connect.
- Master the Contact Control Panel (CCP) for real-time agent interaction management.
- Design intelligent call flows and configure routing profiles.
- Leverage AWS integrations like Lambda, DynamoDB, and CloudWatch for enhanced functionalities.
- Ensure security, compliance, and data protection in your contact center operations.
- Utilize analytics to monitor performance and boost customer satisfaction.
π In-Depth Course Content:
1. Getting Started with Amazon Connect:
- Introduction to the platform and its benefits.
- Step-by-step guide on setting up a contact center using Amazon Connect.
- Understanding the basic architecture and terminology.
2. Core Features of Amazon Connect:
- Deep dive into creating call flows, routing profiles, and IVR systems.
- Hands-on with the Contact Control Panel (CCP) for managing agent and customer interactions.
π€ 3. Advanced AWS Integrations:
- Exploring the integration capabilities of Amazon Connect with AWS services like Lambda and DynamoDB.
- Building automated workflows, managing customer data, and generating insights from these integrations.
4. Security, Compliance, and Data Protection:
- Best practices for securing your contact center to protect sensitive customer information.
- Ensuring compliance with industry standards and regulations.
π 5. Real-time Analytics and Reporting:
- Using Amazon Connect dashboards to monitor KPIs and metrics.
- Analyzing agent performance and service quality data to optimize operations.
π Course Benefits:
- Future-proof your skills in cloud-based contact center technologies.
- Gain a competitive edge by implementing best practices and strategies.
- Design customizable and scalable solutions tailored to your business needs.
- Reduce operational costs while enhancing customer satisfaction.
Enroll in this course today to transform the future of your customer service with Amazon Connect! π
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6325305
udemy ID
05/12/2024
course created date
15/01/2025
course indexed date
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