Introducing Amazon Connect at Enterprise Connect 2017. Amazon Connect is a simple to use, cloud-based contact center service. This new service from Amazon Web Services is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations.
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
6. A new communications service that delivers
frustration-free meetings with exceptional audio and video quality
Online Meetings Video Conferencing Business Chat IT Controls
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!”
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.
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
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
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?
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
?
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