Amazon Connect Training Online

SKU: 2947
15 Lesson
|
20 Hours
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.

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

Course Curriculum

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
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
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
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
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
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
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)
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
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
1. Call/chats recording configuration
2. Live monitoring and barge-in
3. Coaching modes for supervisors
4. Compliance considerations
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
1. Outbound calling overview
2. Predictive, progressive, and preview dialing
3. Outbound workflows and compliance
4. Call suppression lists
1. Basics of WFM in Amazon Connect
2. Forecasting and agent scheduling
3. Integrating with third-party WFM tools
1. CRM integrations (Salesforce, Zendesk, Freshdesk)
2. Using APIs for deeper integrations
3. Contact events streaming
1. Contact Trace Records (CTR)
2. Amazon S3 storage integration
3. Kinesis for data streaming
4. CloudWatch logs for Connect
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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

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

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Want to know Today's Offer

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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.

AWS Connect Certification

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