Amazon Connect Training Online

15 Lesson

20 Hours

Add to Wishlist

igmGuru provides the best Amazon Connect Training Online worldwide, and the course content is designed by certified cloud and contact-center professionals who have more than 18 years of experience in AWS services and customer experience platforms. In this Amazon Connect course, you will gain in-depth knowledge of core components such as contact flows, routing profiles, queues, agents, IVR setup, telephony options, reporting, AI/ML integrations, and omnichannel configurations. You will also learn practical skills for deploying, configuring, managing, monitoring, and troubleshooting Amazon Connect environments. After completing this course, a person can appear for the latest Amazon Connect certification exams and become certified.

Enroll Now

Overview

Prerequisites

Basic understanding of cloud computing concepts
Familiarity with AWS services
Basic knowledge of customer service or contact-center operations
General computer and internet skills
No prior Amazon Connect experience required

What Will You Learn

Amazon Connect basics and instance setup
Configuring queues, routing profiles, and agents
Building and managing contact flows
Using AWS Lambda and Amazon Lex in flows
Setting up voice, chat, and omnichannel features
Working with Agent Workspace, Profiles, and Cases
Using Contact Lens for analytics and evaluations
Monitoring with real-time and historical metrics
Call recording, monitoring, and supervisor tools
Basic integrations using Streams API
Handling outbound calling and campaigns
Troubleshooting

Key Features

1 On 1 Training Option Available
24 X 7 Lifetime Support & Access
Small Batches Upto 10 Participants
Experienced & Professional Trainers
100% Job Assistance
Flexible Schedule

Course Curriculum

Lesson 1 - Introduction to Amazon Connect

1. Overview of Amazon Connect and its architecture

2. Key features, benefits, and use cases

3. Amazon Connect within the AWS ecosystem

4. Understanding multi-channel (voice, chat) capabilities

Lesson 2 - Amazon Connect Instance Setup

1. Creating an Amazon Connect instance

2. Configuring telephony, data storage, and access

3. IAM configuration and security profiles

4. User, agent, and admin permissions

5. Multi-region setup basics

Lesson 3 - Core Configuration & Administration

1. Routing profiles and agent hierarchies

2. Queues, hours of operation, and capacity settings

3. Quick connects setup

4. Agent statuses and workflow configuration

5. Contact attributes and system vs. user attributes

Lesson 4 - Contact Flow Fundamentals

1. Contact Flow Designer overview

2. Working with blocks, prompts, and branching logic

3. Building basic inbound flows

4. Error handling and logging best practices

5. Hands-on: Creating a complete call flow

Lesson 5 - Advanced Contact Flow Implementation

1. Dynamic routing using AWS Lambda

2. Integrating Amazon Lex chatbots (voice & chat)

3. Using external data sources via Lambda

4. Working with Set/Get Contact Attributes

5. Building self-service IVR flows

6. Multi-step flows with conditions, loops & checks

Lesson 6 - Omnichannel Setup (Voice + Chat + Tasks)

1. Enabling and configuring chat

2. Chat widgets and website integration

3. Contact flows for chat interactions

4. Using Tasks for automated workflows

5. Real-time omnichannel routing logic

Lesson 7 - Agent Workspace (Latest Updates Included)

1. Introduction to the new Agent Workspace

2. Configuring Customer Profiles

3. Setting up Cases & Views

4. Building custom layouts for agents

5. Screen pop behaviors (via Streams API)

Lesson 8 - Working with Contact Lens (Analytics + QM)

1. Enabling Contact Lens for real-time & post-call analysis

2. Transcription, sentiment, and category detection

3. Setting up evaluations and rules

4. Agent performance metrics and quality scoring

5. Contact Lens dashboards & reports

Lesson 9 - Monitoring, Reporting & Metrics

1. Real-time metrics (RTT, agent dashboards)

2. Historical reporting & performance monitoring

3. Creating custom metrics filters

4. Contact search & analytics dashboard

5. Error analysis and contact flow debugging

Lesson 10 - Recording, Monitoring & Supervisory Tools

1. Call/chats recording configuration

2. Live monitoring and barge-in

3. Coaching modes for supervisors

4. Compliance considerations

Lesson 11 - Amazon Connect Streams API

1. Overview of Streams API

2. Integrating custom agent UI

3. Screen pops using external data

4. Embedding Connect into CRM tools

5. Hands-on: Build a simple screen pop

Lesson 12 - Outbound Calling & Campaigns

1. Outbound calling overview

2. Predictive, progressive, and preview dialing

3. Outbound workflows and compliance

4. Call suppression lists

Lesson 13 - Workforce Management (WFM) & Scheduling

1. Basics of WFM in Amazon Connect

2. Forecasting and agent scheduling

3. Integrating with third-party WFM tools

Lesson 14 - External System Integrations

1. CRM integrations (Salesforce, Zendesk, Freshdesk)

2. Using APIs for deeper integrations

3. Contact events streaming

Lesson 15 - Data Storage & Logging

1. Contact Trace Records (CTR)

2. Amazon S3 storage integration

3. Kinesis for data streaming

4. CloudWatch logs for Connect

Talk To Us

We are happy to help you

1-800-7430-173 (US Toll Free)

+91 7240740740 (India)

Drop Us a Query

Fields marked * are mandatory

Name

Phone Number

Comments

Request For Live Demo Class

Course Fees

SELF PACED LEARNING

US $ 299.00

Refund Policy

Duration : 20 hrs
Lifetime Free Upgrade
Reference Documents
24x7 Support & Access

Online Class Room Program

US $ 799.00

100% Money Back Guarantee

Duration : 20 Hrs
Plus Self Paced

Classes Starting From

Fast Track Batch 01 Jun 2026
Weekday Batch 01 Jun 2026
Weekend Batch 06 Jun 2026

Corporate Training

Customized Training Delivery Model
Flexible Training Schedule Options
Industry Experienced Trainers
24x7 Support

Trusted By Top Companies Worldwide

Want to know Today's Offer

AWS Connect Certification

After completing this Amazon Connect Training, you will receive a course completion certificate that validates your practical knowledge and skills. This certificate has lifetime validity and can be used to showcase your expertise to employers.

To earn the certificate, you need to complete the training sessions and meet the course requirements.

In addition, learners can also earn official AWS Knowledge Badges related to Amazon Connect, including:

AWS Knowledge: Amazon Connect Fundamentals
AWS Knowledge: Amazon Connect AI Fundamentals
AWS Knowledge: Amazon Connect Communications Specialist

These badges are issued by AWS and validate your skills in Amazon Connect configuration, contact flows, routing, AI features, and agent workspace. These certifications also help improve your job opportunities in cloud and customer experience roles.

Reviews

Login

Email ID*

Password*

Forgot Password?

Amazon Connect Training Online