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Customer and Constituent Engagement with Amazon Connect

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AWS Customers can revolutionize their engagement and service of customers and constituents powered by the same technology and tools used for Amazon.com. Amazon Connect is an easy-to use, cloud-based contact center solution for governments and businesses that want to deliver a personalized, customer-centric experience. Join Mike Vozas and Jason Shaffer, Public Sector Amazon Connect Experts who will share some of our public sector customer success stories, partner solutions, and best practices for using Amazon Connect in the State and Local Government, Nonprofits, and Federal Government.

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Customer and Constituent Engagement with Amazon Connect

  1. 1. P U B L I C S E C T O R S U M M I T WASH INGTON, DC
  2. 2. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.P U B L I C S E C TO R S U M M I T Amazon Connect Create an exceptional contact center Mike Vozas America’s Technical BD Amazon Connect 2 9 5 5 1 1 Jason Shaffer America’s Technical BD Amazon Connect
  3. 3. P U B L I C S E C T O R S U M M I T © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Over 70,000 Customer Service Associates Amazon strives to be earth’s most customer centric company Millions of customers Dozens of languages 32 countries Amazon Customer Service supports…
  4. 4. P U B L I C S E C T O R S U M M I T © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark We needed the right contact center technology to deliver on our promise
  5. 5. P U B L I C S E C T O R S U M M I T © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Heavy professional services Hardware, telephony integration, space Complex pricing Security, scalability, reliability Difficult integrations Cumbersome tools Products in the marketplace couldn’t meet our expectations
  6. 6. P U B L I C S E C T O R S U M M I T © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark So we built it
  7. 7. P U B L I C S E C T O R S U M M I T © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark 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 [Automatic Call Distribution (ACD)] Call recording Real time and historical-analytics High-quality voice capability Amazon Connect
  8. 8. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark P U B L I C S E C T O R S U M M I T Differentiators No-hassle telephony AWS services and partners 10 years of experience Pay-as-you-go pricing Dynamic, personal, and natural contact flows Self-service configuration Programmatic through APIs 123 100% cloud-based
  9. 9. P U B L I C S E C T O R S U M M I T © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Amazon Connect Pay only for the value delivered to your customers No hassle telephony No required commitments No hardware or space required Automatic Scaling Pay as you go Customer Connected Minute
  10. 10. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark P U B L I C S E C T O R S U M M I T Demonstration
  11. 11. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark P U B L I C S E C T O R S U M M I T Los Angeles County Internal Services Department Benny Chacko Deputy General Manager Los Angeles County, Information Technology Services
  12. 12. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark P U B L I C S E C T O R S U M M I T LOS ANGELES COUNTY, ITS ENTERPRISE CALL CENTER
  13. 13. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark P U B L I C S E C T O R S U M M I T Call Center Challenges LONG HOLD TIMES!!!!  Hold times during peak hours can be up to 54 minutes  Average hold time is 6 minutes Very Limited Automation  Only password resets are automated Customer Surveys  5% of our calls are surveyed (On a good day!!!) Adding upfront messages requires VoIP engineer  Causes delays in getting information about service interruptions to users in a timely manner Call statistics reporting is difficult to obtain and interpret  Extensive manual effort is required in order to obtain accurate assessment of data Legacy infrastructure and high cost to support
  14. 14. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark P U B L I C S E C T O R S U M M I T IT Incident Metrics
  15. 15. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark P U B L I C S E C T O R S U M M I T What We Wanted! Improve the customer experience • Reduce hold times • Automate simple calls • Provide accurate and quick information to users during outages • Get a better understanding of what our customers truly feel about our services Improve agent productivity • Allow the agents to focus on the more complex issues that require agent interaction • Agents will have more time to spend on team building exercises and most importantly individual development through training during their work shift Mobility and flexibility of agent deployment • The ability to spin up a call center remotely to handle an emergency incident • Telework
  16. 16. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark P U B L I C S E C T O R S U M M I T Enterprise Contact Center Solution
  17. 17. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark P U B L I C S E C T O R S U M M I T Benefits of Amazon Connect • Simple Management - Custom and easy workflows • Highly Scalable (no infrastructure to deploy) • Cost effective (Pay as you go) • Interaction automation allows customer issue resolution without agent intervention • Reduced hold times through AI capabilities • Simple CRM integrations • Call Recording with sentiment capabilities • High Quality Voice Capability • Robust real-time and historical analytics • Skills-based routing • Multiple languages supported • Transcribe (Speech to Text capabilities and Text to Speech) • Mobility and flexibility of agent deployment
  18. 18. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark P U B L I C S E C T O R S U M M I T Annual Cost Savings of 60% Cost Savings
  19. 19. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark P U B L I C S E C T O R S U M M I T • Mobility • Digital Civic Engagement • Real-time Customer Analytics • Culture Change for Contact Center Agents Key Takeaways
  20. 20. Thank you! © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.P U B L I C S E C TO R S U M M I T Benny Chacko Deputy General Manager, ITS Los Angeles County Mike Vozas Jason Shaffer AWS Connect Specialist & SA
  21. 21. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.P U B L I C S E C TO R S U M M I T

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