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AWS Builder’s Workshop: Amazon Connect 101

from - Pacific Time

Slightly technical, but with a good mix of business and practical application, this 4-hour virtual workshop covers core concepts related to the provisioning, configuration, and management of Amazon Connect, including:

  • General knowledge of various AWS services leveraged alongside Amazon Connect
  • A sneak peek at new product feature releases for Connect
  • A glimpse into available integration methods to CRM, WFM, and other 3rd-party add-ons
  • A deeper understanding of standard deployment models for an Amazon Connect contact center
  • The ability to perform basic call routing and configure and deploy a simple Lex-bot

This small group, interactive workshop will kickstart your Amazon Connect deployment and let you explore AWS’s Cloud Contact Center at a deeper level.

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Who Should Attend

Solutions Architects, IT decision makers, and business stakeholders who want to understand the value and scope of Amazon Connect.


Lecture: Introduction & History of Amazon Connect (30 mins)

  • Who is VoiceFoundry
  • What is Amazon Connect
  • Key features Amazon Connect

Demo: Art of the Possible (30 mins)

  • Demonstration of Salesforce Integration
  • Natural Language Bots
  • Real-time transcription, translation, and customer sentiment

Lecture: Amazon Connect Key Concepts (15 mins)

  • Skills based routing

Hands On: Getting Started (35 mins)

Break (10 mins)

Hands On: Build your own Amazon Connect Instance (60 mins)

  • Build an Amazon Connect instance and make your first call
  • Build a contact flow

Hands On: Integrate with SMS Gateway (60 mins)

  • Lex enabled contact flow
  • Deploy CloudFormation

Q&A and Close


Gene Ellington – Solutions Architect, VoiceFoundry

Gene joined the VoiceFoundry team in 2016 and is a 20 plus year veteran of the contact center industry.

David Constantino - Senior Principal Solutions Architect, VoiceFoundry

David joined the VoiceFoundry team in 2022 and is a 25 plus year veteran of the contact center industry.