AWS Builder’s Workshop: Amazon Connect 101

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.

Who Should Attend

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

Agenda

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