Insider tips & techniques for building, configuring, and deploying Amazon Connect
Slightly technical, but with a good mix of business and practical application, this 3-hour virtual workshop covers core concepts related to the provisioning, configuration, and management of Amazon Connect. Join Daniel Bloy, Executive Director, Henry Foster, Director of Digital Sales, and Alistair Taylor, Principal Sales Engineering, from VoiceFoundry to gain:
- 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 the standard deployment models for an Amazon Connect contact centre
- The ability to perform basic call routing and configure and deploy a simple lex-bot
Who should attend: Solution architects, IT decision makers and business stakeholders who want to understand the value and scope of Amazon Connect.
10:00 – 10:30 Lecture: Introduction & history of Connect
- The history of Amazon Connect
- Key features of Amazon Connect
- The AWS eco-system
- Who is VoiceFoundry
10:30 – 11:15 Hands-On: Build your own Connect instance & routing fundamentals
- Testing AWS access
- Building a Connect instance and making your first call
- Understanding Amazon Connect routing profiles
11:15 – 12:00 Hands-On: Working with external dynamic data
- Deploying server-less for SMS delivery
- Adding SMS delivery to your Contact Centre
12:00 – 12:15 Hands-On: Personalize the customer experience
- Updating external data
- Updating contact flow for dynamic data usage
12:15 – 12:45 Lecture: Demonstrations
- Digital chat self-service with Salesforce CRM
- Kibana reporting for Contact Lens
12:45 – 1:00 Lecture: Q&A and Close
- Open forum for Questions
Daniel Bloy – Executive Director
Daniel Bloy is the EMEA Practice Lead for VoiceFoundry based out of the UK, having spent 20+ years within the contact centre industry, four of those now within Amazon Connect. Dan created the first publicly available Amazon Connect training course back in 2018, he is an avid supporting of the Amazon Connect community and contributes to the open source community.
Henry Foster – Director of Digital Sales
Henry Foster joined VoiceFoundry in 2020 to lead the company’s commercial efforts in the UK and support the growth of the business by enabling their customers’ success. Prior to joining VoiceFoundry, he worked closely with cutting edge technology designed to drive efficiency in the contact centre and create amazing customer experiences. Because VoiceFoundry is passionate about customer experience, Henry acts as a trusted advisor to enable customers to understand the positive impact implementing Amazon’s suite of services can have on their organisation. Henry is particularly excited about AWS’ huge investment in Amazon Connect and is looking forward to seeing how the service will continue to enhance.
Alistair Taylor – Principal Sales Engineering
Alistair Taylor joined the VoiceFoundry team in 2021 in a pre-sales solutions consultant role. Prior to joining VoiceFoundry he worked in solutions architect, professional services and technical support roles for “Contact Centre as a Service” and premises-based contact centre solution vendor and partner organisations. He joined VoiceFoundry to enable clients to realise their customer experience vision through the reliable, scalable and innovative services provided by Amazon Web Services. Living in the United Kingdom, he looks forward to contributing to the growth of VoiceFoundry in the UK and Europe.
VoiceFoundry specializes exclusively in the design and delivery of Amazon Connect. With a deep legacy of over 30 years in the contact centre environment, we have the expertise to help you navigate the key technologies to deliver an exceptional customer experience, leveraging all things AWS.