SRV209 Introducing Amazon Connect: Create an Amazon Scale Cloud Contact Center on AWS in Minutes

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Utilizing the same technology used worldwide by Amazon Customer Service associates, Amazon Connect is a self-service cloud-based contact center offering from Amazon Web Services. Attend this session and see for yourself how easy it is create your own cloud-based contact center. We’ll show you how to set up contact center flows, manage your agent utilization, and track overall performance of your contact center. Learn how Amazon Connect works with other AWS services, like AWS Lambda, to leverage your existing systems for a personalized customer experience. Join us and walk away knowing how to build a virtual contact center in minutes with Amazon Connect.

Tecnologia

© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Pasquale DeMaio, GM Amazon Connect
July 27, 2017
Introducing Amazon Connect
Create an Amazon Scale Cloud Contact Center on
AWS in Minutes

Tens of thousands of Customer Service Associates support Amazon customers
around the world.
Amazon strives to be
Earth’s most customer-centric company
AMAZON
SUPPORTS
Millions Of Customers
Dozens Of Languages
32 Countries

Amazon Connect
Real time and
historical analytics
Skills-based routing
[Automatic Call Distribution (ACD)]
Call
recording
High-quality
voice capability
Easy to use, cloud-based contact center solution
that scales to support businesses of any size
With tools that grow with your needs

100%
cloud-based
Amazon Connect
Differentiators

Self-service
configuration
100%
cloud-based
Amazon Connect
Differentiators

Self-service
configuration
Dynamic, personal,
& natural contact flows
Amazon Connect
Differentiators
100%
cloud-based
100%
cloud-based

Contact Flow Engine – Customer Experience Example
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!Data
Dip
CRM
content
Hi Nikki Wolf,
I see your flight
was cancelled
today. How can
I help you?
Incoming
customer
call

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
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!Data
Dip
CRM
content
Hi Nikki Wolf,
I see your flight
was cancelled
today. How can
I help you?
Incoming
customer
call
Contact Flow Engine – Customer Experience Example

Self-service
configuration
Dynamic, personal,
& natural contact flows
Open Platform
Amazon Connect
Differentiators
100%
cloud-based
100%
cloud-based

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

Self-service
configuration
Dynamic, personal,
& natural contact flows
Open Platform
The AWS
ecosystem
Amazon Connect
Differentiators
100%
cloud-based

Amazon Connect ISV Partners
Workforce Optimization
& Quality Management
Customer Relationship
Management (CRM) & BPM Analytics & Communications

Amazon Connect Partners
Workforce Optimization
& Quality Management
Customer Relationship
Management (CRM) & BPM Analytics & Communications

Amazon Connect SI Partners
Consulting Partners

Customer
Connected
Minute
Pay as
you go
No hassle
telephony
No required
commitments
No hardware or
space required
Pay only for the value delivered to your
customers
Automatic
Scaling
Amazon Connect

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1. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Pasquale DeMaio, GM Amazon Connect July 27, 2017 Introducing Amazon Connect Create an Amazon Scale Cloud Contact Center on AWS in Minutes

2. Tens of thousands of Customer Service Associates support Amazon customers around the world. Amazon strives to be Earth’s most customer-centric company AMAZON SUPPORTS Millions Of Customers Dozens Of Languages 32 Countries

3. Amazon Connect Real time and historical analytics Skills-based routing [Automatic Call Distribution (ACD)] Call recording High-quality voice capability Easy to use, cloud-based contact center solution that scales to support businesses of any size With tools that grow with your needs

4. 100% cloud-based Amazon Connect Differentiators

5. Self-service configuration 100% cloud-based Amazon Connect Differentiators

6. Self-service configuration Dynamic, personal, & natural contact flows Amazon Connect Differentiators 100% cloud-based 100% cloud-based

7. Contact Flow Engine – Customer Experience Example 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!Data Dip CRM content Hi Nikki Wolf, I see your flight was cancelled today. How can I help you? Incoming customer call

8. 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 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!Data Dip CRM content Hi Nikki Wolf, I see your flight was cancelled today. How can I help you? Incoming customer call Contact Flow Engine – Customer Experience Example

9. Self-service configuration Dynamic, personal, & natural contact flows Open Platform Amazon Connect Differentiators 100% cloud-based 100% cloud-based

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

11. Self-service configuration Dynamic, personal, & natural contact flows Open Platform The AWS ecosystem Amazon Connect Differentiators 100% cloud-based

12. Amazon Connect ISV Partners Workforce Optimization & Quality Management Customer Relationship Management (CRM) & BPM Analytics & Communications

13. Amazon Connect Partners Workforce Optimization & Quality Management Customer Relationship Management (CRM) & BPM Analytics & Communications

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15. Amazon Connect SI Partners Consulting Partners

16. Demo

17. Customer Connected Minute Pay as you go No hassle telephony No required commitments No hardware or space required Pay only for the value delivered to your customers Automatic Scaling Amazon Connect

18. Thank you!

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