Set up your contact center in Amazon Connect
To get started, you create an Amazon Connect instance, which is your a virtual contact center.
After you create an Amazon Connect instance, you can:
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Test the voice and chat experiences to learn how they work.
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Set up your channels. How do you want customers to reach your contact center?
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Claim a phone number for your contact center or port your own phone number from another carrier.
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Set up the customer's chat experience. Developer skills are required.
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Set up in-app, web, and video calling capabilities.
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Enable outbound calling, and set your outbound caller ID.
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Add agents and other users.
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Review this list of security profile permissions, and then assign security profile permissions to users so they can access those parts of Amazon Connect that are appropriate to their roles.
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Set up routing. You can create a single queue for incoming contacts, or set up multiple queues so that you can route contacts to agents with specific skills.
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Use the default flows that come with Amazon Connect or create your own flows to define how your customers experience your contact center.
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Provide your agents with access to the Contact Control Panel (CCP), which they will use to interact with contacts.
The topics in this section explain how to do these steps.
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