AWS Solutions Training for Partners: Amazon Connect - Business (Digital) (AWSTPACB-OD)

This course is for AWS Partners only, you must have a valid APN login to register. To book this course, please click on the "Register" button where you will be redirected to the AWS website, you must then login to APN to complete the registration process.


In this course, you will be introduced to the business benefits of setting up an omnichannel cloud 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 case studies 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. In addition, you will learn about the Amazon Connect Partner Program and gain insights into lessons from Amazon retail customer service.


Intended Audience

This course is intended for:

  • Business professionals who work with contact center technologies


Course Objectives

In this course, you will learn how to:

  • Articulate the value proposition of Amazon Connect as an omnichannel cloud contact center solution
  • Discuss the pricing model for Amazon Connect
  • Explain the typical customer adoption process for Amazon Connect
  • Demonstrate Amazon Connect
  • Speak to strategic differentiators of Amazon Connect
  • Describe AWS Partner Network (APN) programs, resources, and training to support building a contact center
  • Build your APN Partner business with Amazon Connect


Prerequisites

We recommend that attendees of this course have the following prerequisites:

  • AWS Business Professional, AWS TCO and Cloud Economics, AWS Solutions Training for Partners: Foundations
  • Familiarity with contact center technologies and call-center functionalities


Delivery Method

This course is delivered through a mix of:

  • Digital training
  • Demonstrations of product features and functionality


Duration

1.5 hours


Course Outline

This course covers the following concepts:

Module 1

  • Amazon Connect capabilities
  • Amazon Connect differentiators
  • Amazon Connect benefits


Module 2

  • Customer success story
  • Working backwards
  • Solution delivered


Module 3

  • Creating a contact center demo


Module 4

  • Pricing calculator
  • Billing scenarios


Module 5

  • Partner journey
  • Amazon Connect Partner programs and resources available
  • Build your APN Partner business with Amazon Connect


Module 6

  • Knowledge check