Amazon Connect offers a game-changing opportunity for organisations to rethink the way that customer service is planned, operated, and delivered. On the flipside, AWS is designed for builders, which means there is engineering effort involved in delivery. This is software development, rather than system administration.

In this 3-day hands-on workshop, our Amazon Connect experts will deliver in-depth technical enablement for administrators, system engineers, solution architects, and business stakeholders who want to understand how to set up, develop, and iterate Amazon Connect in line with AWS Best Practice.

Acceleraate Technical Enablement Training is ideal for organisations that want to handle change and iteration management internally. The workshop can be delivered at your own premises, if preferred.

Topics include:

Administration

• Navigating the AWS Console
• Utilising AWS Services
• Identity & Access Management

Contact Centre Configuration

• Channels
• Contact Flows
• Users, Security Profiles, Routing Profiles
• Queues, attributes, call-backs
• Prompts, messages, operating hours
• Reporting & analytics
• PCI compliance

Integration

• CTI
• Customer Profiles
• Custom Integration (Lambda)

Agent Workspace

• Configuration
• Step-by-Step Guides
• Wisdom

Advanced functionality

• Lexbots
• Contact Lens
• Generative AI

Our Technical Enablement Training can be delivered as a bespoke programme, depending on your specific business needs.

Please let us know what you need help with, and we will tailor a training and enablement programme to fit your requirements.

About Acceleraate

We are Amazon Connect specialists, driving continuous improvement, inspiring loyalty, and helping our clients to build relationships that last. With over 6 years of hands-on experience designing, implementing, and managing Amazon Connect for some of the UK’s best-known businesses and brands, we enable CX transformation and iteration, whilst delivering ongoing efficiency improvement.