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Modernizing Your Contact Center with Amazon Connect

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Modernizing Your Contact Center with Amazon Connect Modernizing your Contact Center with Amazon Connect © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Maintaining effective contact centers has never been more urgent How do I keep my How do I set up a help How do I manage contact center desk to rapidly inquiry volume that operational while my staff respond to customers outpaces are working about a global crisis? my current contact from home? center’s capacity? © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Empowering agents to work from anywhere “ Amazon Connect enables us to create job opportunities $27k Monthly savings for people who have a good reason to work from home. To us, that means people with disabilities, military Minutes to spouses and people in economically depressed areas. onboard The pay-as-you-go pricing allows us to add new agents 20 new agents simply by creating new users in the Amazon Connect console and it helps us save money by doing so. Our agents have found Amazon Connect reliable and we’ve seen a dramatic decrease in agent churn. ” 100% Remote workforce - Jonas Nicholson, CEO – Direct Interactions © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Customer Service supports… Amazon strives to be earth’s most Millions customer Dozenscentric company 32 of customers of languages countries Over 70,000 Customer Service Associates Amazon Connect is helping companies transform customer experience Easy to use, omnichannel cloud-based contact-center service that scales to support businesses of any size Amazon Connect Skills-based Voice & chat Real-time and High-quality Pay-as-you-go contact routing recording historical analytics voice capability pricing © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Personalized interactions drive customer efficiency and loyalty With Amazon Connect, users can drag and drop to create custom contact flows without coding and start anticipating customer needs. Amazon Connect Amazon Lex Customer Amazon Connect Customer has Amazon Connect identified upon gathers customer conversational routes customer dialing contact data from CRM interaction with to appropriate center and other software chatbot using function or agent Amazon Lex © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Financial institutions are transforming their contact centers… …and building stronger relationships with customers and employees. © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Capital One is serving its customers the way they want to be served Capital One wanted a faster, more personalized and cost-effective way to serve its customer needs. The bank replaced its call center with Because Amazon Connect integrates with our Amazon Connect and completed a proof- “ larger ecosystem, our associates have the of-concept phase in just three business Amazon Connect days. information they need to meet our customers where they are and exceed their expectations all in one setting. Once the bank put Amazon Connect ” into production, Capital One trained Rajiv Sondhi hundreds of associates in 30 minutes VP for Software Engineering and Digital Technologies, Capital One each and achieved 100% adoption for the direct bank and fraud operations in five months, more than 2x as fast as prior migrations of this size. © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. National Australia Bank is reducing its call volume National Australia Bank (NAB) fields 24 million calls per year, servicing 300+ products and services across 20 different systems. NAB chose to use Amazon Connect to help NAB is the first bank in Australia to use create more self-service opportunities for “ Amazon Connect and we have AWS its customers and reduce the misrouting of Amazon Connect calls. expertise to help us adopt this technology while NAB is customizing the technology to our needs. ” Laurent Desegur By implementing Amazon Connect NAB is General Manager, Digital and Assisted Channels, NAB aiming to reduce its call volume by 3% in the first year and 13% in the second year. © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect is more than just a contact center Amazon Connect offers a range of benefits Scalability Storage Quickly and easily scale Use Amazon S3 and your contact center up or Amazon Kinesis to store down based on need. recorded calls and stream contact records to a data warehouse. Analytics Workforce Management Leverage AWS analytics Integrate with workforce services to analyze calls in management for scheduling, real time tracking, and forecasting Amazon Connect agents and contact center traffic. AI Integrations Build dynamic and Use your data data in way personal customer that best suits your business, interactions using the including exporting to third- Contact Flow Engine. party applications and services. © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Extensive service integrations foster innovation Development Storage Database AWS Lambda Amazon AWS Step Amazon S3 Amazon Glacier Amazon Amazon Amazon API Gateway Functions RDS DynamoDB Redshift AI Analytics Amazon Amazon Amazon Amazon Amazon Amazon Amazon Amazon Lex Polly Transcribe Comprehend Amazon Connect Athena Kinesis Glue Quicksight Messaging Security Management Amazon Amazon Simple Amazon Simple AWS Identity and AWS Directory Amazon AWS AWS CloudTrail Pinpoint Notification Service Email Service Access Management Service CloudWatch CloudFormation © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Square changed the way it engages with customers Square was experiencing latency issues with its previous cloud-based contact center and was looking for a new solution. Amazon Connect has played a key role in “ The company chose to use Amazon improving both the customer service and Connect and now experiences no latency sales experience across Square. Along with issues. Amazon Lex and AWS Lambda, Amazon Amazon Connect Connect helped change the way we engage with our customers by more efficiently getting them to the information they seek. Square now takes 6,000+ calls/day with ” Amazon Connect. Square also uses Kevin Miller Amazon Connect’s open platform to Voice Systems Engineer, Square integrate with their own switchboard application. © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Contact Lens for Amazon Connect uncovers customer sentiment Harness the value of your data Advanced search Theme detection (coming soon) Detailed analytics & Contact Lens Supervisor assist sentiment analysis for Amazon Connect (coming soon) Automated contact Open and categorization flexible data Now available in preview © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. © 2020, Amazon Web Services, Inc. or its Affiliates. AllPreview rights reserved. of pre-released software. Final release is subject to change. AI Powered Insights & Analytics Allen Smith Contact Lens for Amazon Connect • Transcript of voice and chat interactions with in-line sentiment markers • Interactions automatically organized by your defined categories • Quickly visualize the customer experience © 2020, Amazon Web Services, Inc. or its Affiliates. AllPreview rights reserved. of pre-released software. Final release is subject to change. Contact Lens for Amazon Connect uncovers customer sentiment Harness the value of your data Advanced search Theme detection (coming soon) Detailed analytics & Contact Lens Supervisor assist sentiment analysis for Amazon Connect (coming soon) Automated contact Open and categorization flexible data Now available in preview © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. John Hancock is improving the customer and agent experience John Hancock set out to deploy a highly scalable, cloud-based contact center solution to enhance its customer experience and also support its agents. Within 30 days, John Hancock was able to deploy a new Amazon Connect instance With Contact Lens for Amazon Connect, with agents in the US and APAC regions Amazon Connect “we can now evaluate all our customer taking calls and supporting end-to-end testing. interactions and quickly find out what is working well and how we can get better. ” The solution included an Amazon Lex Tracy Kelly application that allows customers to AVP Shared Services, John Hancock check benefits and claims. John Hancock also uses Contact Lens for Amazon Connect to evaluate customer interactions. © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Customers benefit from a consistent experience across channels Amazon Connect web and mobile chat NikkiNikki ChatbotChatbotNikki 9:359:36 Okay,HiAM Nikki thanksYes,I amWolf, thatin for CanadaI seewould letting that and be usthere greatwill know. isbe a hereWould fraud until alertyou Junelike on meyour4. to credit put Build once, enable anywhere 9:35 WhereAM Yes, are youI’m currentlytraveling andtraveling. for how long? 9:359:34 AM acard. travel Is thatnotice what on youryou’re account? contacting us about? 9:35 AM Chatbot Chatbot ChatbotNikkiNikki WhereOkay, areI have you put traveling a notice and on for your how account long? that you will be 9:35 AM Okay, thanks for letting us know. Would you like me to put 9:36 AM 9:359:36 AMAMtravelingYes,I am in I’min Canada Canada currently until and traveling. Junewill be 4. here until June 4. Asynchronous & synchronous 9:35 aAM travelYes, notice that on would your beaccount?
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