Modernizing Your Contact Center with Amazon Connect

Modernizing your Contact Center with Amazon Connect

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?

“ 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

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

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

…and building stronger relationships with customers and employees.

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.

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.

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.

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

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.

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

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.

Amazon Connect web and mobile chat

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Log into the AWS console, Create an administrator Select telephony launch Amazon Connect, and and set permissions option select a directory

Select a storage Customize additional settings, Claim a phone number location review, and confirm and place a test call

Customer Relationship Management (CRM), Workforce Management/Optimization, Analytics, Media and Communications, Help Desk/Case Management, Agent Desktop Speech Analytics, Quality Management Location Services, Payment Solutions

Outbound, Visual IVR, Voice of the Customer Security & Voice Biometrics Reporting/CX Assurance

Robotic Process Automation AI-driven Analytics/Speech

Deep integration Extensible, free, and Simple self-service – open source toolkit supported by AWS

SSO Support Advanced Screen-pop Customize your integration for your Available on AppExchange Prebuilt IVR Data Dips Case Management business Great partners if you want help In the future: Lightning flow, Service Voice and Omnichannel Real-Time & Historical Cloud Voice Click to call Reports Call Logging and Recording Lightning CCP Extensions

Reduce costs, eliminate hurdles to innovation, and strengthen customer relationships – for a fraction of the cost of traditional solutions

True consumption- Pay-as-you-go No hassle No required Automatic No hardware or based pricing telephony commitments scaling space required

Get 90 minutes/month of free Amazon Connect usage

30 minutes/month of local (to the AWS region) inbound/outbound calls

A US toll-free number for use per month and 30 minutes per month of US inbound toll-free calls Amazon Connect

Get started at www.aws.amazon.com/connect

Talk to your account manager about how Amazon Connect can help you innovate on behalf of your customers

Create a free account and start a POC today

Integrate your CRM, WFM, and other contact center tools

Build personalized customer experiences with Amazon AI