Amazon Connect Flows Fundamentals

An Amazon Connect Flow defines how a customer experiences an organization’s contact center from start to finish. Flows enable businesses to customize their Interactive Voice Response (IVR) systems and optimize routing. For example, by using Flows, IVR designers can offer users a set of menu options and route calls based on their key-pad selections. Amazon Connect Flows empower businesses to reduce their customer effort by creating dynamic and personalized experiences.

• Course level: Fundamental
• Duration: 60 minutes

Activities:

This course includes interactions, video demonstrations, and assessments.

Course objectives:

In this course, you will learn to:

• Recognize the Amazon Connect Flows types.
• Identify Amazon Connect Flow block types.
• Explore the Amazon Connect Flow designer.
• Identify ways to enable Amazon Connect functionality.
• Identify Flow blocks used for operational process improvements.

Intended Audience:

This course is intended for contact center professionals, including those in roles such as:

• Contact center engineer, technologist, implementation consultant, and IVR designer.

Prerequisites:

No prerequisites needed.

Course outline:

Section 1: Amazon Connect Flows

• Introduction to Amazon Connect Flows
• Flow Designer
• Enabling Additional Amazon Connect Functionality Using Flows

Section 2: Operational Support

• Operational Support Flow Blocks

Section 3: Conclusion

• Summary

Section 4: Knowledge Check Questions

• Knowledge Check

Section 5: Getting Help

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