APN Navigate for Contact Center

An APN Partner’s Path to Specialization on AWS

The APN Navigate for Contact Center track enables APN Partners to build expertise around Amazon Connect and its community of AWS services, and implement innovative customer experience solutions. Amazon Connect is a self-service, cloud-based contact center solution that enables organizations to easily deliver better customer service, at a lower cost.

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Phase 1: AWS Trainings

AWS Contact Center E-Learning

In Phase 1, two (2) business contacts must complete the business training modules, and five (5) technical contacts must complete the technical training modules to advance to the second phase of APN Navigate.

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Amazon Connect Business Trainings

This course introduces the business benefits of setting up a cloud-based contact center using Amazon Connect. You will learn how to discuss the value proposition of Amazon Connect with your customers and explain the pricing model. The sample adoption process and customer use case discussed in the course will help reinforce the concepts learned. You will also see a demonstration on how to potentially solve customer challenges and provide exceptional customer experience from contact centers using Amazon Connect.

Modules include:

  • Overview of Amazon Connect
  • Amazon Connect Differentiators
  • Customer Adoption Process for Amazon Connect
  • Demonstration of Amazon Connect
  • Amazon Connect Pricing Model
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Amazon Connect Technical Trainings

This course teaches you how to quickly set up a cloud-based contact center using Amazon Connect. You will learn the technical details of provisioning, configuring, and managing Amazon Connect. This course also highlights how you can integrate Amazon Connect with other AWS services like AWS Lambda, Amazon Kinesis, and Amazon Redshift.

Modules include:

  • Introduction to Amazon Connect
  • Features and Benefits of Amazon Connect
  • Setting up a Call Center using Amazon Connect
  • Integrating Amazon Connect with other AWS Services

Phase 2: Deepen Your Knowledge

Phase 2 focuses on advanced training and resources recommended by AWS subject matter experts in a specialization area, as well as best practices for creating microsites and building a partner business plan. This phase helps APN Partners reach advanced-level knowledge and showcase their specialization via their solutions offerings.

You will gain access to all resources and activities in Phases 2 – 5 once the required number of individuals have completed the foundational trainings in Phase 1 listed above.

  • Review advanced resources from AWS subject matter experts
  • Learn more about becoming AWS Certified
  • Review best practices for creating the APN Partner Business Practice Plan
  • Review best practices on developing case studies and customer references
  • Promote your offerings by showcasing your organization's service catalog and landing page

Phase 3: Diving Deep into the Well-Architected Framework

Phase 3 provides a deep dive on the AWS Well-Architected Framework and prepares APN Partners for the baseline review for APN Technology Partners and an assessment review for APN Consulting Partners.

You will have access to the resources and activities below once the required number of individuals have completed the trainings in Phase 1:

  • Deep dive on the Well-Architected Framework
  • Demonstrate your knowledge on the Well-Architected Framework by reviewing your APN Partner Business Plan with your PDM
  • Get AWS Certified
  • Submit an opportunity with AWS

Phase 4: Solution or Practice Review

Phase 4 measures each APN Partner’s experience and knowledge in their specialty area based on the AWS Well-Architected Framework through a review by an AWS Solution Architect or AWS Practice Lead.

You will have access to the resources and activities below once the required number of individuals have completed the trainings in Phase 1:

  • Solution or Practice Review with AWS Solutions Architect
  • Go-to-Market Activities
  • Submit a project debrief and customer case studies

Phase 5: Differentiating on AWS

Phase 5 helps APN Partners meet the final requirements to achieve APN Program status in our AWS Competency Program, AWS Managed Service Provider (MSP) Program, and AWS Service Delivery Program. The deliverables in this phase include case studies, microsites, and Advanced Tier achievement.

You will have access to the resources and activities below once the required number of individuals have completed the trainings in Phase 1:

  • Develop a microsite
  • Apply for the AWS Solution Provider Program
  • More AWS Certified individuals
  • Go-to-Market activities and APN funding programs
  • Plan and execute a pipeline strategy

Register to be an APN Partner