EUC2

Amazon Connect Delivers

Personalized Customer Experience
for Your Contact Center
Wes Neary Guy Ben-Baruch Peter Clark
Solutions Architect Solutions Architect Technical Solutions Director
AWS AWS Capita

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Challenges with Traditional Contact Centre's
• Rising levels of Demand
• Upcoming Refreshes
• Unsuitable Licensing Models
• Tied to Physical Locations
• Lack of Interfaces/Integrations
• Slow Development Cycles

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Amazon strives to be Earth’s
most customer-centric company

Millions of customers

Dozens of languages

32 countries

Over 70,000 Customer Service Associates

support Amazon customers around the world
SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
 Amazon Connect
Easy to use, cloud-based contact center solution
that scales to support businesses of any size
With tools that grow with your needs

Skills-based routing Call Real time and High-quality

[Automatic Call Distribution (ACD)] recording historical analytics voice capability

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Connect differentiators

Dynamic, personal,
Open Platform
& natural contact flows

100%
Self-service The AWS
configuration
cloud-based ecosystem

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Contact flow engine—customer experience example

Incoming
customer
call Ok, you are now
Can you booked for a
Hi Nikki Wolf,
please 9:00AM
I see your flight
rebook me departure Great
CRM Flight was cancelled
content booking for the tomorrow out Thank you!
today. How can same flight
System of San Francisco,
I help you? tomorrow? arriving in Seattle
at 11:45AM.

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Creating customer experiences with contact flows

Customer Business
Databases Intelligence

AWS
Lambda
Contact
Flows

CRM

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Contact flow engine—creating consistent experiences

One moment Hi Nikki, my name is Allen, I’m

while I connect sorry for your inconvenience. I’m
you with a checking to see what we can do
Can I get a first class customer service to make your flight to Seattle,
upgrade for my associate tomorrow, more comfortable.
inconvenience?

Nikki Wolf

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Creating agent experiences with contact control panel

Customer Business
Databases Intelligence

AWS
Lambda
Contact
Flows

CRM

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Amazon Connect CTI adapter for Salesforce
• Screen pop
• Click-to-call
• Lightning
• Console
• Classic

Leverages 100% browser-based* integration of Amazon Connect

Streams and Salesforce Open CTI APIs—Adapter is FREE

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Connect differentiators

Dynamic, personal,
Open Platform
& natural contact flows

100%
Self-service
configuration
cloud-based

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Open platform/easy integrations

Customer Business Your

Databases Intelligence S3 Storage
Call
Recordings

AWS
Lambda Workforce
Contact Agent Data Management
Flows

Metrics
Contact
Control Panel
CRM
Your Data
SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Warehouse
The power of AWS—not just Amazon Connect
Development Storage Database

Lambda API Gateway Step Functions S3 Glacier RDS Dynamo Redshift

AI Analytics

Lex Polly Transcribe Comprehend Athena Kinesis Glue QuickSight

Messaging Security Management

Pinpoint SNS SES IAM Directory Service CloudWatch CloudFormation CloudTrail

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
 Improving Contact Centers With Artificial
Intelligence

Analytics

TRANSCRIPT

Amazon Amazon
Amazon Amazon
Transcribe Comprehend
Connect Lex

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Connect differentiators

Dynamic, personal,
Open Platform
& natural contact flows

100%
Self-service The AWS
configuration
cloud-based ecosystem

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Connect technology partners
Customer Relationship Management Workforce Management, Optimization Analytics, Media Channels &
(CRM), Incident/Case Mgmt. & BPM & Quality Mgmt. Communications

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Amazon Connect APN consulting partners

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SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
AI Powered Contact Center
• Real-time speech analytics automatically grades every call

• Instant indication of customer sentiment

• Leverage Customer data to personalize the customer experience

• Route calls according to Churn prediction between Agents/experts

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Solution architecture

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
What’s next ?
• Predictive maintenance

• Personalization

• Virtual assistants (Amazon Lex)

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EUC2

Capita Customer Management

Amazon Connect Case Study

Peter Clark
[email protected]

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Who are we?

UK’s leading provider of We are #1 in We have more than 100 We have over 20,000
outsourced customer Switzerland and #2 in million customer Agents across Europe,
management services Germany conversations every year India and South
Africa

We have over 30 clients

covering a diverse range of We operate within the We focus on improved
We use technology to
services including O2, British financial services, telco, customer experience,
underpin business and
Gas, Volkswagen, National automotive, utilities, revenue up, driving costs
operational change
Trust, Deutsche Telekom, TfL government and retail down and improved
and BBC sectors CSAT/NPS

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Current Technology and Why Change?
Current Technology Why Change?
• Legacy telephony and WFM • High setup charges
• On premise hardware • Limited self service capability
• Per seat and per user licensing model • Expensive natural language
• High upfront investment • Limited home working
• Maintaining compliance e.g. PCI • Too UK centric
• Continuous upgrades • Ongoing support and effort
• Greater business agility

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Our Solution
Key Elements
• Voice via Chrome CCP
• WFM Integration
• Real Time Adherence
• Reporting integration
• AD integration
• CloudFormation (Test
to Production)
• Card Payments

Lessons Learnt
• Legacy integration
• User training

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Delivered Benefits
• Deployed into our Kingfisher plc contact centre
managing TradeUK
• Implemented a to small Agent group in less than 6
weeks
• Full deployment and live in less than 20 weeks
• Lower TCO, circa 30% compared to legacy platforms
• Improved user experience for agents and team leaders
• Easier access to call recordings and user performance
• Efficient and intuitive platform reducing user effort
• Improved operational reporting and operational
visibility
• Customised reporting driven by the operation and their
needs
• Greater operational flexibility and agility

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Our Future Drive
• We have an agreed blueprint for delivery across our business
• Driving wider deployment across current CCM clients
• Replacing legacy PBXs where commercially and business beneficial
• Driving improved customer experience and CSAT
• Driving greater self-service
• Working with MissionLabs and their Smartagent tool
• Implementing voicebots and chatbots to assist and deflect contacts

Please contact
[email protected]
+44(0)7766397449

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Thank you!
Wes Neary

SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.