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Contact centers continuously strive to improve customer experience by offering effective and personalized experiences. By using AWS Lambda functions in Amazon Connect flows, experience designers can use external data sources to provide better…

Imagine that you're calling customer service about a missing package. You're anxiously waiting on hold, getting transferred between departments, and repeatedly explaining your situation. Now imagine a seamless experience where you connect quickly,…

This collection of learning resources has been created specifically for learners who desire to understand the foundational components of Amazon Connect. You will learn cloud contact center fundamentals with Amazon Connect. Starting with basic…

This assessment validates your knowledge of the critical job role topics covered in Amazon Connect Fundamentals.

An Amazon Connect instance is a virtual representation of your contact center in the Amazon Web Services (AWS) Cloud. Each instance contains all the resources the contact center needs to effectively operate your organizations specific workloads.…

Amazon Connect offers the flexibility to access contact center data by making available multiple integration options. Organizations can access Amazon Connect data using data streaming capabilities. By using the built-in AWS Lambda integration, and…

This course introduces you to foundational information to help you understand how Amazon Connect can be used to advance your goals. You will learn how businesses use Amazon Connect, the benefits of Amazon Connect, and considerations to using…

In this course, you will discover how to use Amazon Connect metrics to make data-driven decisions. These insights improve the customer experience and operational efficiency. Whether you need to know how many contacts are waiting in queues. Or…

With Amazon Connect, you can quickly set up and manage a flexible, cloud-based contact center to serve customers from anywhere while using AI-powered features for intelligent customer interactions. In this course, you will learn the essential…

With Amazon Connect routing, you can implement dynamic inbound routing strategies to enhance customer experiences and operational efficiency. In this course, you will learn the benefits, typical use cases, and core concepts of Amazon Connect…

With Amazon Connect routing, organizations can implement intelligent and customizable omnichannel routing strategies to connect customers to agents with the most appropriate skill set. You will explore real-world implementation scenarios and…

By implementing routing strategies, organizations can ensure efficient customer interaction handling, optimized agent utilization, and enhanced operational efficiency. In this course, you will learn routing strategies and their implementation…