Chris Bergin Principal BDM Amazon Connect

Amazon Connect How Amazon Conenct and Salesforce Service Cloud Deliver Personal and Natural Customer Experiences

© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Cirrus Energy A Renewable Energy Company that sells and services wind turbines Typical Customer Experience • Touch-tone menus • No personalization • No intelligence • No data shared from IVR to Agent

Ideal Customer Experience • Personalized • Natural language • Understands intent • Uses data throughout IVR and Agent experience

© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Amazon Connect Easy to use, cloud-based contact center solution that scales to support businesses of any size With tools that grow with your needs!

Skills-based routing Call Real time and High-quality [Automatic Call recording historical-analytics voice capability Distribution (ACD)] Amazon Connect setup

15 Mins: •Create Amazon Connect instance •Claim phone number •Make a test call •Build Cirrus Energy’s contact flow

connect-e363f55bf7c5/connect/cirrusenergycorp

/aws/connect/cirrusenergycorp https://cirrusenergycorp.awsapps.com/connect/home

/aws/connect/cirrusenergycorp

Amazon Lex integration

15 Mins: •Create Amazon Lex chatbot •Integrate bot with Amazon Connect contact flow •Make a test call

Amazon Connect CTI Adapter for Salesforce Service Cloud and Salesforce Sales Cloud

Prebuilt integration from AWS

Simple self-service

Extensible, free, and open source toolkit Salesforce CTI Integration

15 Mins: •Install AppExchange package •Configure Call Center •Enable Users •Answer a test call

Live Demonstration