Join us for a deep dive into using Amazon Kinesis Data Analytics for insight into what's happening with the contacts and agents in your Amazon Connect contact center. Learn how to leverage AWS analytics and ML services to inspect, transform, and gain insight into the customer’s journey through your contact center. We also show you how to use Alexa for Business to receive timely voice-activated business intelligence on your contact center’s performance.

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Architectures for Gaining Data
Insights into Your Contact Center
Experience
Kim Corazzini
Director, Product Management
Capital One, US Card
B A P 3 2 8 - R
Yasser El-Haggan
Principal Solutions Architect,
Amazon Connect
Amazon Web Services

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Agenda
Overview of Amazon Connect
Capital One’s journey to Amazon Connect
Measuring to manage
Insight-driven experiences

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Breakout repeats
Monday, November 26
Architectures for Gaining Data Insights into Your Contact Center Experience
10:00 – 10:30 | Mirage, St. Croix A
Tuesday, November 27
Architectures for Gaining Data Insights into Your Contact Center
Experience
10:45 – 11:15 | Venetian, Level 2, Veronese 2402

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Related breakouts
Monday, November 26th
AIM415: Capture Voice of Customer Insights with NLP &
Analytics
4:00PM – 6:15PM | Venetian, Level 4, Marcello 4403
Tuesday, November 27th
BAP401: Build a Voice-Based Chatbot For Your Amazon Connect Contact
Center
3:15PM – 5:30PM | MGM, Level 3, Premier Ballroom 311
Wednesday, November 28th
AIM 304: Transform The Modern Contact Center Using Machine Learning and
Analytics
4:45PM – 5:45PM | Venetian, Level 5, Palazzo O

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© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Self-service
configuration
Dynamic, personal,
& natural contact flows
100%
cloud-based
100%
cloud-based

8. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Self-service
configuration
Dynamic, personal,
& natural contact flows
Open Platform
100%
cloud-based
100%
cloud-based

9. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Self-service
configuration
Dynamic, personal,
& natural contact flows
Open Platform
The AWS
ecosystem
100%
cloud-based

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Capital One, a tech company that offers banking
services

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Every call is a chance to live our mission of bringing
simplicity, ingenuity, and humanity to banking
Our legacy voice systems could not keep up with the
changing needs of our global contact centers and emerging
customer expectations

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By modernizing our infrastructure and
transforming data, we’ve powered innovation
across the business
All data &
audio in
real time
Immediate
response
Record,
transcribe &
find all calls
Elastic
scalability

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Delivering business and customer value along the way
is critical to maintaining investment support
Scale Across Queues and Contact
Centers
Enable Machine Learning & Grow
Capabilities
Transform Voice Self-Service
Build the Voice Foundation

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Manage volumes, performance and quality of service

17. “While yet to be fully harnessed, we have
vastly increased our insight into agent
behaviors”
Sr. Ops Analyst
Capital One Card Operations

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Leveraging data to model differentiated experiences

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Customer Callback Experience

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Customer Callback Experience – Components
• Streaming Call Trace Records (CTR)
• Real-time voice stream through Amazon Kinesis Video Streams
• Agent status check with the event stream
• Virtual hold enables callback queueing
• Update Attribute API adds context to calls

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Servicing Quality

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Servicing Quality – Components
• Amazon Simple Storage Service (Amazon S3) call storage
• Trigger actions
• Transcribe
• CTR data stream
• Update Attribute API

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In-call agent support with streaming audio

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In-call agent support with streaming audio
• Media forking
• CTR data stream
• Real-time transcribe
• Custom vocabulary
• Update Attribute API

26. Thank you!
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Kim Corazzini
kim.corazzini@capitalone.com
Yasser El-Haggan
yhaggan@amazon.com

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