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The course includes 8-hours of instruction in a virtual classroom environment divided over two days.

Download the detailed course overview.

Cost: $500.00 per student

 

Attendees will learn about:

Initial Design Considerations – Key factors to consider before designing your Amazon Connect Solution
Lambda Integrations – Leveraging Lambda functions for custom integrations
Holiday Plans – Utilizing Lambda and Dynamo DB to dynamically adjust the customer experience during planned holidays
CRM Integrations – Integrating your CRM with your Amazon Connect Contact flows for a more robust solution
Lex Bot Integrations – Best practices on leveraging Amazon Lex to create a conversational dialogue with your customers
IVR Self-Service Best Practices – Improving the customer experience by adding self-service options within your Contact flows while simultaneously increasing call containment
Screen Pop – Delivering critical customer data, gathered by customer input and CRM host queries in your Contact flow, to the agent’s desktop to allow for a seamless customer experience
AWS Native Reporting Tools – Leveraging AWS Services – Lambda for CTR data and Quicksight for creating analytics dashboards
USAN Enhancements – Using USAN tools that enhance Amazon Connect functionality – USAN desktop and outbound dialer, voicemail, and Calabrio WFO suite.

 

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Advanced Application Training for Amazon Connect

Why Should You Attend?

If you are currently using Amazon Connect functionality such as basic call routing, but want to leverage advanced features such as CRM integration, personalization, or conversational bots, then you should attend.

What Type of Experience Should You Have?

Those who are responsible for the daily operation and or evolution of their Amazon Connect instance(s) are best suited for this training course.  If you are a contact center administrator, ops manager, solutions architect, or business analyst, this course is for you. This is a 200-300 level course.

About USAN

USAN is a certified Amazon Web Services Consulting Partner offering design, integration and implementation services for effective self-service and conversational experiences. With years of AWS experience, as a partner and a customer, USAN has a proven methodology for deploying successful and impactful Amazon Connect solutions.