An Amazon Connect Flow defines how a contact experiences an organization’s contact center from start to finish. Flows enable businesses to customize their Interactive Voice Response (IVR), and optimize routing. For example, by using Flows, IVR designers can offer contacts 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 to creating dynamic and personalized experiences.
In this course, you will learn how to access different data sources to create contact journeys within your Flows.
- Course level: Intermediate
- Duration: 60 minutes
Activities
This course includes interactions, video demonstrations, and assessments.
Course objectives
In this course, you will:
- Recognize the purpose of contact attributes.
- Recognize the impact of external data in Flows.
- Explore Flows design best practices.
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
- Amazon Connect contact attributes
- Using contact attributes
- External data sources
- Flow design best practices
Section 2: Conclusion
Section 3: Knowledge Check Questions
Section 4: Getting Help
