Get started with Amazon Connect - Amazon Connect
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Get started with Amazon Connect

Use these steps to set up your contact center.

  1. Create an Amazon Connect instance. Use an instance to contain all the resources and settings related to your contact center. You specify how you plan to manage user accounts, whether your contact center will accept incoming calls and make outbound calls, and review the location where data will be stored in your Amazon S3 bucket.

  2. Set up phone numbers to use the Amazon Connect service. If you're using voice, either claim a phone number that AWS provides, or port your current phone number to Amazon Connect. If you choose to port your numbers, we suggest claiming a number so you can test Amazon Connect and build your contact center while waiting for your numbers to be ported over.

  3. Set up routing. Create your queues and routing profiles, and set your hours of operation. In your routing profiles, specify the channels that agents should use: voice, chat, tasks, or all three. You also specify how many chats and tasks an agent can manage at the same time.

  4. Create Amazon Connect Flows. Establish a flow to define the customer experience with your contact center from start to finish. A single flow works for voice, chat, and tasks, which makes your design more efficient. When you build flows and configure the blocks, indicate how the flow should work for voice, chat, and tasks.

  5. Add users, which are your managers and agents, and configure their settings. Assign a routing profile to each agent, specify whether they are using a softphone or desk phone, and set how long they have for After contact work. For instructions, see Add users to Amazon Connect and Set up agents.

  6. If you're using chat, we provide several tools to help you enable your customer-facing app to engage with Amazon Connect chat. For more information, see Set up your customer's chat experience.

Next steps

There's a lot you can do to optimize your contact center. Here are a couple of additional steps that you may find useful:

  1. Set up recording behavior. Monitor live conversations and review past conversations. This is a way that managers can coach agents and help them improve. For voice conversations, set up recording in your flows. For chat conversations, set up recording at the instance level.

    To learn how to monitor conversations, see Set up live monitoring for voice and/or chat.

  2. Add an Amazon Lex bot to Amazon Connect. Use Amazon Lex in your contact center to reduce the load on your agents. For example, a bot can handle the initial interaction before the chat is routed to an agent, and also answer common questions for the customer.

Take a free online class

Check out the following free online classes:

Additional resources for Amazon Connect

In addition to using the contents of this guide, you can learn more about Amazon Connect by using the following resources.

Amazon Connect API Reference

The Amazon Connect API Reference describes the API actions that are used to set up and manage your contact center.

Amazon Connect Participant Service API Reference

The Amazon Connect Participant Service API Reference describes the API actions that are used to manage chat participants, such as agents and customers.

Amazon AppIntegrations Service API Reference

The Amazon AppIntegrations Service API Reference describes the API actions that you can use to configure connections to external applications.

Contact Lens for Amazon Connect API Reference

The Amazon Connect Contact Lens API Reference describes the API actions that you can use to access an up-to-date transcript, along with all the associated conversation characteristics while a call is still in progress. This helps to reduce the need for agents to write detailed call summaries and enables a seamless handoff from one agent to another during a call transfer.

Amazon Connect Customer Profiles API

The Amazon Connect Customer Profiles API Reference describes the API actions that you can use to manage domains and profiles.

Amazon Connect Voice ID API Reference

The Amazon Connect Voice ID API Reference describes the API actions that provide real-time caller authentication and fraud screening.

Amazon Q in Connect API Reference

The Amazon Q in Connect API Reference describes the API actions that deliver information to agents to help them solve customer issues.

Amazon Connect Streams

The Amazon Connect Streams documentation describes how to integrate your existing web applications with Amazon Connect. Streams gives you the power to embed the Contact Control Panel (CCP) UI components into your page, and/or handle agent and contact state events directly giving you the power to control agent and contact state through an object oriented event driven interface. You can use the built in interface or build your own from scratch: Streams gives you the power to choose.

Amazon Connect Chat UI Examples

The Amazon Connect Chat SDK and Sample Implementations provides examples of how to enable your app to engage with Amazon Connect chat.