Amazon Connect: 4 Steps to Transforming Your Customer Contact Center
•Transferir como PPTX, PDF•
4 gostaram•1,396 visualizações
Amazon’s customer contact center handles millions of requests every day using technology that enables them to consistently provide world-class customer service. And now you can leverage that same technology to transform your own contact center with Amazon Connect! Your customers demand a great experience and a high level of service – and you can give it to them with only minutes of set up. Amazon Connect is a cloud-based contact center service that simplifies the delivery of exceptional customer service by offering a quick, scalable deployment, easy integrations with many CRM and ticketing systems, and simple navigation and usability. Learn more about Amazon Connect, including: -Taking advantage of key features -Designing a personalized experience for your callers -How to take Amazon Connect beyond the classic contact center -How to manage risk related to implementation and adoption
Recomendados
Recomendados
Mais conteúdo relacionado
Mais procurados
Mais procurados (20)
Semelhante a Amazon Connect: 4 Steps to Transforming Your Customer Contact Center
Semelhante a Amazon Connect: 4 Steps to Transforming Your Customer Contact Center (20)
Mais de Perficient, Inc.
Mais de Perficient, Inc. (20)
Último
Último (20)
Amazon Connect: 4 Steps to Transforming Your Customer Contact Center
- 1. Amazon Connect: 4 Steps to Transforming Your Customer Contact Center February 2018
- 2. 2 About Perficient Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting, and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution, and value with outstanding digital experience, business optimization, and industry solutions.
- 3. 3 Perficient Profile Founded in 1997 Public, NASDAQ: PRFT 2017 revenue ~$500 million Major market locations: Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis, New York City, Northern California, Oxford (UK), Southern California, St. Louis, Toronto Global delivery centers in China and India 3,000+ colleagues Dedicated solution practices ~95% repeat business rate Alliance partnerships with major technology vendors Multiple vendor/industry technology and growth awards
- 4. 4 Agenda • Introduction • Contact center industry • Amazon Connect • Four steps –Simple setup –Personalize the experience –Go beyond –Manage implementation risk • Q&A
- 5. 5 Evolution of customer care Call center Contact center Customer engagement
- 6. 6 Get More Out of Your Contact Center • In our customer care practice, we often talk with customers who are “locked in” to a certain way of doing things on their current call center systems (clumsy voice recognition or DTMF menus, overly rigid queueing logic, etc.) • Amazon Connect allows you to break free of these constraints and make customer care work the way it should, while keeping setup simple and costs low • Because Amazon Connect is a cloud-based contact center as a service that runs on AWS, we can easily integrate with other native AWS services such as Amazon Lex, Amazon DynamoDB, and AWS Lambda to do the right thing for the customer experience IAM Amazon S3 AWS Lambda Amazon Redshift AWS KMS Amazon Kinesis Amazon Lex Amazon Polly Amazon Machine Learning Amazon API Gateway Amazon Connect Amazon Connect
- 7. “Our mission is to be the Earth's most customer centric company.” – Jeff Bezos, Amazon
- 8. 8 What is Amazon Connect? 100% Cloud-based contact center Reliable Simple Scalable Open
- 9. 9 Amazon Connect Telephony Real-time and historical metrics Skills-based routing Interactive Voice Response (IVR) Call recording
- 10. 10 Amazon Connect: 100% Cloud-based Globally available Scalable in minutes Availability zones/DR No external telephony provider No hardware No software installations
- 11. 11 Poll: What type of contact center are you currently using?- On premises contact center solution - Cloud contact center service - Amazon Connect - Other - Not currently operating a contact center
- 13. 13 Amazon Connect Ease of use • Start taking calls in minutes using only browser and headset • Spend less time on agent training • Reduce agent stress level and allow them to focus on the customer
- 14. 14 Amazon Connect Key differentiators • Pay-as-you-go model • Powerful IVR engine • Self-service and natural language conversations • Deployable and scalable in minutes • Based on Amazon’s internal contact center platform • Advanced customization
- 15. “Good ideas are always crazy, until they are not.” -Elon Musk, Tesla
- 16. 16 Amazon Connect Go beyond the basics • Intelligent routing and prioritization • SMS and email alerts • Callback • Survey • Advanced metrics • Self-service and AI IAM Amazon S3 AWS Lambda Amazon Redshift AWS KMS Amazon Kinesis Amazon Lex Amazon Polly Amazon Machine Learning Amazon API Gateway Amazon Connect Amazon Connect
- 17. 17 Amazon Connect Advanced customization • Data dips • CRM integrations • Custom Agent Console (CCP) • AWS ecosystem
- 18. 18 Amazon Connect - Dynamics Embed/integrate contact center workloads into Microsoft Dynamics 365 • Data dip to identify caller • Push call record back into CRM • Agent console embedded in Dynamics UI • Answer and control calls via Dynamics • Screen pop – automatically show relevant record • Enable self-service tasks in an IVR using data in Dynamics
- 19. “What could possibly go wrong?”
- 20. 20 Manage Implementation Risk Plan for/avoid outages • Use security profiles • Configure a test instance • Have a plan B Simplify integrations • Create unified experience • Pull in data/push out data • Track call context Understand the new system • Evaluate • Have a clear plan • Set realistic timelines • Account for testing • Focus on caller satifaction • Organize trial run • Migrate in phases
- 21. 21 Manage Implementation Risk Report smart • Focus on a few Key Performance Indicators (KPI) • Measure KPIs consistently • Identify trends • First Call Resolution • Repetitive calls Keep agents happy • Reduce agent turnover rates • Adequate training and trial calls • Simplified software usage and integrations • Automation Automate • Natural language conversational bots • Automate repetative actions • Pass coversation context
- 22. 22 Perficient Offerings Pilot Rollout - Assess requirements - Determine how best to meet with Amazon Connect - Configure Connect and perform some basic customization (custom agent console, simple CRM integration, etc.) - Testing and cutover support Pilot to Production - Create a plan for rollout to additional groups - Perform additional configuration and customization - Train agent and supervisor population - Testing and cutover support Adoption Management - Provide customized change management plans for a smooth migration to Amazon Connect - Implement change management plan including communication and training - Customize training content and materials - Collect feedback at critical junctures and recommend adjustments to stay on track Custom Development / Integration - Integrate Amazon Connect with third-party systems using a combination of prepackaged tools and custom development - Make Connect work with in-house systems to increase agent efficiency and create new opportunities for innovative customer care and engagement
- 23. 23 Giveaway Plantronics® Voyager 8200 We will contact the winner directly to arrange shipping.
- 24. Questions Type questions in the chat box located in the lower left-hand corner of your screen
- 25. 25 What’s Next? • Twitter.com/Perficient • Facebook.com/Perficient Next Webinar: Communicate in the Cloud with Skype for Business and Clarity Connect Wednesday, March 28 - 1:00 p.m. Central • Visit us at Enterprise Connect 2018 March 12-15 in Orlando • Amazon Connect Blog blogs.perficient.com/integrate/tag/amazon-connect/ • Amazon Connect Partner Website www.perficient.com/partners/amazon-connect
Notas do Editor
- Agenda for today Start with quick overview of where AC fits into trends in the CC industry We’ll discuss Amazon Connect, how it was created, and four steps we see clients go through in implementing it Time at the end for Q&A
- Why AC? Why perficient focus Over the last decade or so there have been some huge shifts in contact centers and how organizations use them. We feel AC is the best CC tool to fully harness those changes instead of simply reacting to them / working around them. Call centers used to be very siloed and about performing very specific work very efficiently. First call centers were created around the early 20th century to help large groups of people efficiently handle the work of manually connecting massive volumes of phone calls. All about efficiency, minimizing cost, and was a very specialized domain. Call center employees, call center manager, full time job Expensive tech Either you worked in a call center, or you didn’t. CUSTOMER ENGAGEMENT AND CLOUD CC Expansion beyond the bounds of traditional contact center department Reduced operating costs – UC, IP telephony, cloud Focus on proactive customer engagement – keeping a finger on the pulse, anticipating needs and offering solutions proactively – bring in more business or collect actionable insights Cloud contact centers eliminating capital costs Flipping the contact center to be a feature within a LOB app (CRM etc.) Amazon and others raising the bar New challenges – simple UI (b/c part-time ppl using it), reliability and customization vs. cost tradeoffs – democratize good service What’s missing? Ease of customization, tight integration, issues w/ reliability vs. cost tradeoffs Democratizing customer care & good service Flipping the contact center – embed in CRM etc. companies starting to buy CRM and then use the CRM’s embedded CC as a tool – CC becomes a commodity feature of other products In the old days call centers required lots of expensive hardware, were mostly limited to the true call center environments. Cloud CCs started to open that up CRM, WFO, CC Brad Cleveland – 3 levels of value – efficiency, customer sat, strategic Contact center – modalities Phone Email Video Chat Cobrowsing SMS Social media
- As much as tech has enabled this, the tech hasn’t completely caught up to the new opportunities Locked in to traditional CC practices, or just the way this platform works Common with cloud solutions – can’t customize or innovate once beyond basics If they keep or move to on premises solution, high maintenance costs and specialized tech knowledge Security, reliability, privacy, data retention limitations The point of this slide is that Amazon Connect is a 1. a gateway into all of the other services within AW.S. 2. Through standards based programming languages (.Net, Java, Python), anyone can develop customer care solutions. AWS breaks the proprietary model that the legacy systems were built on
- AC – solution to democratize both the basic table stakes CC functionality, AND the ability to innovate on top of that base, AT THE SAME TIME. Explain Amazon’s reasoning behind customer obsession and how it has helped them to drive a sucesfull business 10 years ago, looked for a scalable, open, reliable, simple solution Marketplace solutions didn’t fit needs difficult to integrate lots of specialized PS reliability issues pricing extremely complex cumbersome and limiting
- What is Amazon Connect? 100% Cloud-based contact center. Deploy and configure in minutes. Pay as you go model. Scale up or down.-(Pay as you go Scalable Simple to use Reliable) (scalable, open, simple, reliable)—based on how amazon presents it
- CORE FEATURES
- You literally click on two buttons to start deploying amazon connect from the AWS admin interface. Ye, it is just that simple!
- Show call context, lookup caller’s info
- Matured in high call volume enviornment (Amazon support, holiday season) Customizable->open for integrations; Streams and outbound api
- How to innovate for your customers with amazon connect
- Using Amazon Connect data in combination with Lambda gives us a lot of options. Not only can we route calls better, but we can automate many tasks that would traditionally require additional overhead. One use of these capabilities would be automatically generating e-mails for all help desk calls, maybe an automated notification to the caller and a message with issue details for the support team. Integrating an e-mailing system with your call center may seem difficult, but using Lambda this task becomes just a matter of collecting the appropriate address and deciding what will be in the body of the e-mail. No need to provision additional servers or set up complex code. Sending a text message confirmation is even easier since we already have the caller’s phone number. We can even use a Lambda call to an external API and verify if the phone number can receive texts before we hang up.
- Show an image of a custom CCP with attributes, add popular CRM icons
- Show an image of a custom CCP with attributes, add popular CRM icons Amazon focused on best customer service MS focused on productivity tools
- By partnering with Amazon, we want to help you build a customer focused call center all while improving your reliability and making life easier for your agents and managers Pilot is important Plan for outages in dependencies, incl. network infra, audio devices, etc. Know what to do! Use AWS as much as possible
- Pass context that was gathered though an automated experience- don’t make customers repear their problems. Reporting is a key part of CC Astonishingly it’s often not considered until late in the process Collect feedback and adjust/iterate Believe this is an inherent part of process Training in bits and pieces Easy UI Connect to their job needs and satisfaction
- You can set up the basics yourself Avoid dependence on our services But can do everything if desired Our goal is to work with the organizations that want to get the most out of their investments in AWS / Connect, to differentiate on customer care These map to the four steps we just outlined