Amazon Connect and Contact Control Panel (CCP) 2025

Course Overview

• Course Title: Amazon Connect and Contact Control Panel (CCP) 2025
• Instructor: Am ™
• Target Audience:
  • Customer service professionals
  • IT administrators
  • Developers
  • Business owners
  • Beginners exploring cloud technologies
• Prerequisites:
  • Basic knowledge of cloud computing concepts, especially AWS services
  • Familiarity with customer service or contact center operations is helpful but not required

Curriculum Highlights

• Key Topics Covered:
  • Introduction to Amazon Connect
  • Setting up Amazon Connect
  • Configuring routing profiles, call queues, and IVR systems
  • Exploring the Contact Control Panel (CCP)
  • Designing intelligent call flows
  • Integrating AWS services (Lambda, DynamoDB, CloudWatch)
  • Real-time analytics and monitoring
  • Security and compliance settings
  • Best practices for customer interaction management
• Key Skills Learned:
  • Designing intelligent call flows
  • Configuring and managing Amazon Connect
  • Integrating AWS services for automation
  • Implementing real-time monitoring and analytics
  • Ensuring security and compliance
  • Optimizing agent performance
  • Managing customer interactions through voice and chat

Course Format

• Duration:
  • 1 hour on-demand video
  • 4 articles
  • 1 practice test
  • 1 downloadable resource
• Format: Self-paced online course
• Resources:
  • Access on mobile and TV
  • Certificate of completion