Amazon Connect is

Slides (12)

1. 1 - Pick Answer Amazon Connect is

   1. All Choices are correct!

   2. Pay-as-You-Go Pricing Model

   3. An easy to use omnichannel cloud contact center

   4. Utilizes Built-In Intelligence

   5. Has an out-of-box customer profiling, reports (metrics) and ML based contacts analysis.

   6. with only a few clicks you can set up a virtual contact center in minutes

2. 2 - Pick Answer Amazon Connect managed service replaces the roles of the following Contact Center blocks:

   1. ACD (Automatic call distributor)

   2. IVR (Interactive Voice Response)

   3. CTI (Computer Telephony Integration)

   4. All Choices are correct!

   5. SBC (Session Border Controller)

   6. Call Routing

3. 3 - Pick Answer Is a serverless compute service that permits you to run code without controlling or provisioning servers.

   1. AWS Identity and Access Management (IAM)

   2. Amazon Lex

   3. Amazon DynamoDB

   4. AWS Lambda

   5. All Choices are correct!

   6. Amazon S3

4. 4 - Pick Answer Is not a OOB feature of the Agent Workspace

   1. Step by Step Guide

   2. Embedding 3rd party Apps

   3. Customer Profiles

   4. Case Management

   5. Gen AI powered Agent Assist

   6. Modify agents scheduling

5. 5 - Pick Answer Is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications.

   1. AWS Identity and Access Management (IAM)

   2. AWS Lambda

   3. Amazon DynamoDB

   4. Amazon S3

   5. Amazon Lex

   6. All Choices are correct!

6. 6 - Leaderboard Leaderboard

7. 7 - Pick Answer Is not a capability of Amazon Connect Contact Lens

   1. Automated call categorization and analytics

   2. Collects monitoring and operational data in the form of logs.

   3. Sensitive data redaction

   4. Real-time alerts

   5. Sentiment analysis

   6. Generate Call transcripts and summary

8. 8 - Pick Answer Amazon Connect has a single user interface (UI) across voice, chat, Emails and tasks for contact routing, queuing, analytics, and management.

   1. FALSE

   2. TRUE

9. 9 - Leaderboard

10. 10 - Pick Answer An organization wants to route contacts to agents based on their specific skills and expertise. Which feature of Amazon Connect can the organization use to accomplish this outcome?

    1. Proficiency-based routing

    2. Queue priorities

    3. Contact attributes

    4. Routing profiles

11. 11 - Pick Answer An agent's routing profile includes four queues: Sales, Support, Emergency, and Billing. The priorities for these queues are set to 1, 2, 3, and 4, respectively.

    1. Support queue

    2. Sales queue

    3. Billing queue

    4. Emergency queue

12. 12 - Leaderboard Leaderboard