1.
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Enterprise Connect 2017
Gene Farrell
VP of Enterprise Applications
Amazon Web Services

2.
About Amazon Web Services (AWS)
AWS provides a broad set of products and services you can use
as building blocks to run sophisticated and scalable applications.
Compute Storage Database Analytics DeploymentAI

3.
An Expanding Global Geographic Footprint

4.
Driving Cloud Innovation
IoT
Big
Data
Enterprise
Apps
Data
Lakes
Artificial
Intelligence
Game
Development

5.
24 48 61 82
159
280
516
722
1017
2008 2009 2010 2011 2012 2013 2014 2015 2016
Pace of Innovation

6.
A new communications service that delivers
frustration-free meetings with exceptional audio and video quality
Online Meetings Video Conferencing Business Chat IT Controls

7.
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Tom Weiland
VP World Wide Customer Service
Amazon.com
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.

8.
We Are Focused On Our
Customers Experience End-to-End
Customers are
our top priority
Our future is built
on their satisfaction

9.
Amazon Strives To Be
Earth’s Most Customer-Centric Company

10.
AMAZON
SUPPORTS
Millions Of Customers
Dozens Of Languages
32 Countries

11.
"Ashley was a star and was very professional. I've talked with several CSAs
and without a doubt she is the very best. She is incredible and was extremely
personable. I was a trial member with Amazon Prime and I have decided to
continue with Amazon Prime as a result of Ashley's professionalism. Thank
you Ashley you have made my day."

12.
“I was a trial member of Amazon Prime
and I have decided to continue with
Amazon Prime as a result of Ashley’s
professionalism.”

13.
"I truly enjoyed speaking with Elizabeth this morning. She was helpful,
answered all my questions and encouraged me to take advantage of
the many offers that Amazon provides. When I got off the phone, I felt
that this is a person I would love to have as a friend."

14.
“When I got off the phone, I felt that this is
a person I would love to have as a friend.”

15.
“Sabrina was very knowledgeable about your products and how the website
works because I had a lot of questions. To have the tolerance and patience
that she had with me, was amazing. She helped me with an issue I had with
a collectible item. She is agreat employee and definitely and asset to your
company. If you could model your customer service like Sabrina, you would
be the best in the world! She is AWESOME!!”

16.
“If you could model your customer
service like Sabrina, you would be
the best in the world!”

17.
CHALLENGES
Complex
integrations
Cumbersome
tools
Proprietary
environments
Security, scalability,
& reliability
Space, hardware, &
telephony integration
Complex
pricing

18.
So We Built It

19.
Available Today
Easy to use, cloud-based contact center solution
that makes it easy for any business to deliver
better customer service at lower cost.

20.
Self-service
configuration
Available Today
Dynamic, personal,
& natural contact flows
No hardware
infrastructure to
maintain
Open Platform
The AWS
ecosystem

21.
Skills-based routing
[Automatic Call Distribution (ACD)]
Call
recording
Reliable and Simple To Manage
With Tools That Grow With Your Needs
Real time and
historical analytics
High-quality
voice capability

22.
Turn Months Into Minutes
Self-service setup with just a few easy steps
before you take your first call

23.
Agent
Experience
Contact Control Panel

24.
Customer
Experience
Contact Flow Engine
Ok, you are now
booked for a
9:00AM departure
tomorrow out of
San Francisco,
arriving in Seattle
at 11:45AM.
Can you
please
rebook me
for the
same flight
tomorrow?
Great
Thank you!
Hi Nikki Wolf,
I see your flight
was cancelled
today. How can
I help you?
Incoming
customer
call
Data
Dip
CRM
content
NATURAL
Amazon Lex (in preview)
the same technology that
powers Alexa
DYNAMIC
Answer customer
questions before they
are even asked
PERSONAL
Contact flows adapt on
a per customer basis

25.
Design
Experience
Creating Contact Flows Is Self-Service
Drag and drop makes
call flow editing easy.
Business leaders
can make changes
without coding skills.
Self-service creation of
conversational interactions.
Amazon Lex (natural
language understanding
and automatic speech
recognition).
Simplicity doesn’t mean
you sacrifice power.
With AWS Lambda, data
and business intelligence
integrations are fast
and flexible.

26.
Developer
Experience
Open Platform/Easy Integrations
OPEN PLATFORM
Your
S3 Storage
Customer
Databases
Business
Intelligence
AWS
Lambda
Call
Recordings
Contact
Flows
Your Data
Warehouse
Workforce
ManagementAgent Data
Metrics
CRM Contact Control
Panel

27.
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Brian Pearson
CTO
GE Appliances, a Haier Company

28.
Our Challenges:
Aging infrastructure +
High upgrade costs +
High add-on costs +
Need to change & modernize
Minimal innovation +
Business funding +
New functionality lag +
Business prioritization +
GE Appliances Telephony Lifecycle
YEAR 1
PURCHASE
SOLUTION?
YEAR 3+
UPGRADE
SOLUTION?
YEAR 5+
REFRESH
SOLUTION?

29.
100%
Cloud
Based
No
Infrastructure
Ownership
High Reliability
/Redundancy
Any Agent,
Anywhere,
Any Time
What GE Appliances Looked For

30.
CURRENT
Supporting
Asking: Can it be done?
Limited Functionality
IVR built in weeks
Traditional clients
Transforming
Now asking: How quickly?
Limitless w/ AWS Lambda, Lex
IVR built in hours, days
Clientless, browser based
GE Appliances POC Experience
?

31.
Amazon Connect Partners
Workforce Management,
Communications and Analytics
Customer Relationship
Management (CRM) & BPM Consulting Partners

32.
Customer
Connected
Minutes
Pay as
you go
No hassle
telephony
No required
commitments
No hardware or
space required
Automatic
Scaling
Pay Only For The Value
Delivered To Your Customers

33.
Learn More About
Visit our site: aws.amazon.com/connect
• Watch tutorial video on how to get started
• Learn more about our unique pricing
• Set up a contact center within minutes!
Visit our AWS booth #1507 at the expo
• Take a closer look at features
• Spend time with our Amazon Connect experts
• View demos on partner integrations with
Amazon Connect
Come by our Market Leaders Theater
Session Wednesday, 3/29 at 12:00PM