Course description

Amazon Connect is one of the most in-demand omnichannel cloud contact centers (PaaS). You can set up a contact center in a few steps, add agents who are located anywhere, and start engaging with your customers. Without worrying about the data center power requirements, cooling, network connectivity, security, servers, storage, etc., a cloud-based highly scalable call center built-in and functional not in days anymore!

You can create personalized experiences for your customers using omnichannel communications. For example, you can dynamically offer chat and voice contact, based on such factors as customer preference and estimated wait times. Agents, meanwhile, conveniently handle all customers from just one interface. For example, they can chat with customers, and create or respond to tasks as they are routed to them.

Amazon Connect is an open platform that you can integrate with other enterprise applications, such as Salesforce. Besides, you can take advantage of the AWS ecosystem to innovate new experiences for your customers.


In this course you will learn and master the following topics:

  •  Creating an Amazon Connect Instance - Serverless Cloud-Based Scalable Call Center
  • Claiming a Phone Number - Claim and Map DIDs or Toll-Free number to your IVR
  • Supported Regions and Availability Zones - Amazon Connect supported hosting regions
  • Hours of Operation - Time of the Day, Day of the Week Based Call Routing
  • Creating Queues - To handle the calls in wait.
  • Quick Connects - To transfer the calls to different numbers, queues or supervisors, etc.
  • Routing Profiles - Managing Agent and Queues together
  • Adding Users - Creating users like Agents, Supervisors, Managers, Administrators, etc.
  • Contact Flows - Designing and Implementing the Call Flow in Amazon Contact Center.
  • Testing the Call Flow with Amazon connect
  • Using Amazon Lex Chat Bot
  • Amazon Lex Chat Bot Introduction Pricing and Setup
  • Intent and Testing the Lex Chat Bot
  • Integrate Lex with Amazon Connect
  • Testing IVR Call after Integrating with Lex
  • Lex error handling and much more.


Who this course is for:

  • Call Center Administrators, Cloud Architects, IVR Developers, Auto Attendant Developers, QAs
  • Unified Communication VoIP Engineers and Architects
  • Entrepreneurs, Startups, Small to Medium Business Owners



  • Should know basic flow charts


What you'll learn:

  • AWS Amazon Connect Contact Center Administration
  • Cloud Based Call Center Administration
  • Creating Call Flow with Auto Call Distribution, IVR - Contact Flows
  • Agent, Supervisors, Call Center Managers, Administrators
  • Managing Queues, Prompts, Routing Profiles, Security Profiles, Quick Connects
  • Pricing of Amazon Connect
  • Lex Chat Bot - IVR - Amazon Lex Chat Bot Introduction Pricing and Setup
  • Amazon Lex Chat Bot Introduction Pricing and Setup
  • Intent and Testing the Lex Chat Bot
  • Integrate Lex with Amazon Connect
  • Lex error handling

Course curriculum

  • 1

    AWS Amazon Connect Cloud Based Contact Center Administrator

    • Welcome and Introduction to AWS Amazon Connect

    • Pre-Requisite for Amazon Connect

    • Amazon Connect Pricing

    • Creating an Amazon Connect Instance

    • Claiming a Phone Number DID or Toll Free

    • Supported Regions Accounts

    • Hours of Operatoin

    • Creating Queues

    • Quick Connects

    • Routing Profiles

    • Adding Users

    • Contact Flows

    • Testing the Call Flow

    • Amazon Lex Chat Bot Introduction Pricing and Setup

    • Intent and Testing the Lex Chat Bot

    • Integrate Lex with Amazon Connect

    • Testing after Integrating with Lex

    • Lex error handling

    • Call Recording Feature

    • Agent Status

    • Historical and Live Reporting

    • Monitoring Live calls

    • Good Bye

    • Resources

Meet your instructor!

Navidut Tauhid
Solution Architect

AWS Solution Architect, Azure Administrator, GCP Quest by Qwiklabs, CCIE Written, CCVP, CCNA, Cisco Unified Contact Centre Express Specialist, Cisco Unity Connection Specialist, with more than 15 years of experience in managing VoIP, Networking; System Administration; Helpdesk Management, Technical Support and Project Execution. Experience in setting up and managing VoIP, wide area networks and administering network devices.

Adept at mapping client’s requirements, custom designing solutions and troubleshooting for complex information VoIP network management.

Rich experience on UC Products like CCM, UCCX and UCCE, Cisco Voice Gateways and Unity Connection, Skype For Business, MS-Teams, Amazon Connect, AWS, Azure, GCP Cloud, Data Center etc.

Insightful knowledge in VMWare Virtualization.

Domain expertise in installing, administering Windows System Solution. Insightful knowledge in VoIP Server Management and VoIP Network Planning.

Excellent communication and interpersonal skills with proven abilities in resolving complex VoIP networking related issues.

Strong communication, collaboration and team building skills with deftness in training and supporting end users as well as developing technical staff to achieve performance objectives.

Private Label Rights (PLR)

This course is available with Private Label Rights (PLR). 

When you buy a course with private label rights on Uthena, the author of the course gives you permission to download the course and sell it as your own on your website according to the terms of the PLR license included.

If you would like to know more about the license terms, please visit this page.

After purchasing, you will have access to the course on Uthena and you will receive the PLR license with a download link and a special bonus.


See a sample of the PLR license.

You have the option to buy Master Resell Rights (MRR) to this course, which allows your customers to have the right to sell the course as well.

See a sample of the MRR license.

Take this course today!

"AWS Amazon Connect Cloud Based Contact Center Administrator"

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    Lifetime enrollment

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  • $297.81

    Course + Master Resell Rights

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  • $67.81

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You can buy Master Resell Rights (MRR) for this course and others, click here.