Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.

1. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Amazon Connect Delivers
Personalized Customer Experience
for Your Contact Center
Wes Neary
Solutions Architect
AWS
E U C 2
Guy Ben-Baruch
Solutions Architect
AWS
Peter Clark
Technical Solutions Director
Capita

2. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
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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Over 70,000 Customer Service Associates
support Amazon customers around the world
Millions of customers
Dozens of languages
32 countries
Amazon strives to be Earth’s
most customer-centric company

4. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
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

5. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Self-service
configuration
Dynamic, personal,
& natural contact flows
Open Platform
The AWS
ecosystem
100%
cloud-based
Amazon Connect differentiators

6. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Ok, you are now
booked for a
9:00AM
departure
tomorrow out
of San Francisco,
arriving in Seattle
at 11:45AM.
Flight
booking
System
CRM
content
Hi Nikki Wolf,
I see your flight
was cancelled
today. How can
I help you?
Contact flow engine—customer experience example
Incoming
customer
call
Can you
please
rebook me
for the
same flight
tomorrow?
Great
Thank you!

7. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Contact
Flows
CRM
AWS
Lambda
Customer
Databases
Business
Intelligence
Creating customer experiences with contact flows

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Can I get a first class
upgrade for my
inconvenience?
Hi Nikki, my name is Allen, I’m
sorry for your inconvenience. I’m
checking to see what we can do
to make your flight to Seattle,
tomorrow, more comfortable.
Contact flow engine—creating consistent experiences
Nikki Wolf
One moment
while I connect
you with a
customer service
associate

9. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Creating agent experiences with contact control panel
Contact
Flows
CRM
AWS
Lambda
Customer
Databases
Business
Intelligence

10. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
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

11. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Amazon Connect differentiators
Self-service
configuration
Dynamic, personal,
& natural contact flows
Open Platform
100%
cloud-based

12. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Workforce
ManagementAgent Data
Your Data
Warehouse
Metrics
Call
Recordings
Open platform/easy integrations
Contact
Flows
CRM
AWS
Lambda
Customer
Databases
Business
Intelligence
Contact
Control Panel
Your
S3 Storage

13. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
The power of AWS—not just Amazon Connect
AI
Lex Polly ComprehendTranscribe
Development
Lambda API Gateway Step Functions
Database
RDS Dynamo Redshift
Messaging
Pinpoint SNS SES
Management
CloudWatch CloudFormation CloudTrail
Security
IAM Directory Service
Analytics
Athena Kinesis Glue QuickSight
Storage
S3 Glacier

14. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Improving Contact Centers With Artificial
Intelligence
A m a z o n
L e x
A m a z o n
T r a n s c r i b e
A m a z o n
C o m p r e h e n d
T R A N S C R I P T
A m a z o n
C o n n e c t
Analytics

15. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Amazon Connect differentiators
Self-service
configuration
Dynamic, personal,
& natural contact flows
Open Platform
The AWS
ecosystem
100%
cloud-based

16. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Workforce Management, Optimization
& Quality Mgmt.
Customer Relationship Management
(CRM), Incident/Case Mgmt. & BPM
Analytics, Media Channels &
Communications
Amazon Connect technology partners

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Amazon Connect APN consulting partners

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19. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
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

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What’s next ?
• Predictive maintenance
• Personalization
• Virtual assistants (Amazon Lex)

22. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Capita Customer Management
Amazon Connect Case Study
Peter Clark
Peter.clark@capita.com
E U C 2

23. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Who are we?
UK’s leading provider of
outsourced customer
management services
We are #1 in
Switzerland and #2 in
Germany
We have more than 100
million customer
conversations every year
We have over 20,000
Agents across Europe,
India and South
Africa
We have over 30 clients
covering a diverse range of
services including O2, British
Gas, Volkswagen, National
Trust, Deutsche Telekom, TfL
and BBC
We operate within the
financial services, telco,
automotive, utilities,
government and retail
sectors
We focus on improved
customer experience,
revenue up, driving costs
down and improved
CSAT/NPS
We use technology to
underpin business and
operational change

24. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Current Technology and Why Change?
Current Technology
• Legacy telephony and WFM
• On premise hardware
• Per seat and per user licensing model
• High upfront investment
• Maintaining compliance e.g. PCI
• Continuous upgrades
Why Change?
• High setup charges
• Limited self service capability
• Expensive natural language
• Limited home working
• Too UK centric
• Ongoing support and effort
• Greater business agility

25. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
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

26. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
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

27. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
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
peter.clark@capita.com
+44(0)7766397449

28. Thank you!
S U M M I T © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Wes Neary

29. S U M M I T © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.