Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Moving Large Scale Contact Centers to Amazon Connect (BAP324) - AWS re:Invent 2018

1,649 views

Published on

In this session, you will learn how Intuit and Hilton are migrating their large scale contact centers to Amazon Connect, a self-service, cloud-based contact center offering based on the same technology used by over 70,000 Amazon Customer Service Associates.  We will begin the session with an overview of Amazon Connect and hear from Intuit and Hilton about their experiences and best practices that will help prepare any large scale business planning a migration to Amazon Connect.  

  • If you want to enjoy the Good Life: making money in the comfort of your own home with just your laptop, then this is for YOU... ♣♣♣ http://ishbv.com/goldops777/pdf
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Like Watching Videos? Want to get paid to do it? ●●● http://t.cn/AieX6y8B
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Discover a WEIRD trick I use to make over $3500 per month taking paid surveys online. read more... ▲▲▲ https://tinyurl.com/realmoneystreams2019
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

Moving Large Scale Contact Centers to Amazon Connect (BAP324) - AWS re:Invent 2018

  1. 1. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Moving Large Scale Contact Centers to Amazon Connect B A P 3 2 4 Pasquale DeMaio GM Amazon Connect AWS @pdqwl100 Kira Campbell Telecom Manager Hilton Loren Lacy Sales & Customer Success Technology Intuit @ljlacy
  2. 2. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
  3. 3. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. 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. 4. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. 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. 5. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Self-service configuration Dynamic, personal, & natural contact flows Open Platform The AWS ecosystem 100% cloud-based Amazon Connect differentiators
  6. 6. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. 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. 7. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Contact Flows CRM AWS Lambda Customer Databases Business Intelligence Creating customer experiences with contact flows
  8. 8. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. NATURAL Amazon Lex Chatbots use 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. 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!
  9. 9. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. 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
  10. 10. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Creating agent experiences with contact control panel Contact Flows CRM AWS Lambda Customer Databases Business Intelligence Contact Control Panel
  11. 11. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Connect feels like it’s part of the CRM • Hosted in an iframe • Programmatic integration • Screen pop • Click-to-call • Skin or hide it For example: Leverages 100% browser-based* integration of Amazon Connect Streams and Salesforce Open CTI APIs—Adapter is FREE
  12. 12. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Connect differentiators Self-service configuration Dynamic, personal, & natural contact flows Open Platform 100% cloud-based
  13. 13. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. 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
  14. 14. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. The power of AWS—not just Amazon Connect Security IAM Directory Service Analytics Athena Kinesis Glue QuickSight AI Lex Polly ComprehendTranscribe Development Lambda API Gateway Step Functions Database RDS Dynamo Redshift Messaging Pinpoint SNS SES Management CloudWatch CloudFormation CloudTrail Storage S3 Glacier
  15. 15. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Connect differentiators Self-service configuration Dynamic, personal, & natural contact flows Open Platform The AWS ecosystem 100% cloud-based
  16. 16. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Workforce management, optimization, speech analytics, & quality mgmt. Customer Relationship Management (CRM), incident/case mgmt. & BPM Analytics, media channels & communications, location services, & payment solutions Amazon connect technology partners
  17. 17. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon connect technology partners AI-driven analytics Reporting Outbound & visual IVR
  18. 18. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon connect “Go-To” APN consulting partners
  19. 19. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon connect authorized reseller partners
  20. 20. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
  21. 21. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Why Amazon From To Hardware • 1 upgrade per year. 9 months to complete a tech refresh. Capacity constrained by hardware • Continually refreshed and scales as needed, no downtime Reliability • Regular manual restarts, regular failovers, multiple instances required • Multiple availability zones in a single instance Pricing • 3 year contracts, minimum commits • Additional telecom contracts and managed networks required • Usage based pricing (including telecom) leverages public internet Architecture • Monolithic, single point of failure • proprietary development language • Abundant APIs using common development languages BU Self-Service • Centralized development, no tenanting, no audit trails, configs not reliable • BU Self-Service, full audit trails and immediate rollback Strategic alignment • Not aligned with Intuit cloud strategy and difficult to experiment or enable new features • Aligns with Intuit Customer Success Platform and AWS strategy
  22. 22. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Intuit customer success Amazon Connect is empowering our customer success organization in two key areas: Speed and innovation Enable global scale
  23. 23. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Speed Creation of “Universal Queue” shared component • Data driven entry into contact flows to enable faster onboarding • Hours of operations and schedule checks • Prioritization, ACW duration, hold loop duration, annoucements and oldest call • Agent and customer whispers • Improvements and updates delivered across all flows • Standardized metrics and reporting across BUs
  24. 24. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Innovation through experimentation Intuit ProConnect customer success goal: Run 100 experiments during the year Experiment with LEX for intent classification and Lambda for case creation Rapid prototyping using Amazon Connect self-service tools and Amazon Polly
  25. 25. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Lessons learned Soft limits: Think through your soft limits end to end (connect, lambda, dynamoDB) and ensure they in line with planned volumes. Then validate with perf testing Monitoring: Pay enough attention to monitoring. The platform gives the ability to monitor at very granular level Customization of CCP: Great flexibility to customize, but with multiple CRMs need to keep all changes in sync Lambda: If you use Lambda, be aware of the performance impact of cold starts Change management: Don’t under estimate the change management of moving to USB headsets
  26. 26. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Looking forward First onboarding in May 2018 Future Leverage web events to automate create smart agent actions AWS AI/Machine Learning, Amazon Sumerian SageMaker/Transcribe/Comprehend working in real time
  27. 27. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
  28. 28. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Why Amazon Connect? Global footprint 5400+ hotels in 106+ countries, across 14 brands Global workforce We take 41M calls annually across 16 languages Ability for global English volume to be shared Innovation platform When “the basics” are taken care of… you can focus on application development and making better experiences for your customers
  29. 29. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. “Keeping the lights on” Carriers/Circuits Media gateways IVRs/ACDs Call recording servers CTI servers Patching Reboots Legacy phones & headsets What changes with Amazon Connect? “Innovating customer experience” Amazon Connect AWS Lambda AWS S3 Amazon Lex AWS Kinesis OpenCTI Salesforce Phone Panel SSO/SAML integrated USB headsets
  30. 30. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Decision point: How many Amazon instances? Goal: Balance consolidation, agent availability, and latency Legend US-WEST = Portland, OR US-EAST = Northern Virginia EU = Frankfurt AP = AsiaPac (Sydney) Coming soon: Tokyo Distance in km Call origination Original 3 AC Instances 3 AC Instances Eastern US US EAST US EAST US EAST Western US US EAST US EAST US EAST Canada US EAST US EAST US EAST Mexico US EAST US EAST US EAST S. America US EAST US EAST US EAST UK US EAST US EAST EU Western Europe US EAST US EAST EU Eastern Europe US EAST US EAST EU Japan US EAST AP AP India US EAST EU EU Australia US EAST US EAST AP
  31. 31. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Architecting your production instance(s) with SAML Setup multiple IDM roles with different levels of authentication. • Agents—least restrictive. No 2FA and no access to playback calls • Supervisors and Admins—2FA required due to call playback, extended access
  32. 32. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Agent 1st Authentication Plan
  33. 33. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. “Report an Issue” and the Streams API CCP ”Report an Issue” button goes to Amazon. You may want this log data too. 1. Logs are available on the agent system 2. AWS adding new functionality to make it easier to collect Streams API useful for 3rd Party Integrations 1. Streams API available on GitHub 2. Useful for ”near time” feeds to 3rd party tools like WFM and speech and text analytics platforms.
  34. 34. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Rollout planning Standalone groups first. Ideally low/no IVR or automation needs, not dependent on WFM application for scheduling. Be mindful of call types that back each other up. They will need to be moved together. Helpdesk/Internal support should be onboarded toward the beginning. They are your champions, will write the FAQs, and support the large groups thru the transition. Lexbot/heavy integration users last. By the time you get to them… you’ll be really good at it.
  35. 35. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Resources Amazon Connect Bootcamp—bring your IVR developers and get them confidently using Lex in two days. RSS feeds—add the AWS “What’s New” Feed and the “Alexa Blog” to your feed reader of choice. This will keep you current as new features for all AWS services that Amazon Connect consumes. Keep in touch with your AWS Account Team for the Amazon Connect roadmap. There are many “build or wait?” decisions to be made with Amazon Connect features. You’re going to want to be able to communicate “what’s next” to your customers.
  36. 36. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Breakout Sessions: Bring the Power of AI to Your Amazon Connect Contact Center: Monday, Nov 26, 1:45 PM - 2:45 PM – Bellagio, Level 1, Bellagio Ballroom 6 Tuesday, Nov 27, 3:15 PM - 4:15 PM – Venetian, Level 3, Murano 3205 Customizing Your Amazon Connect Contact Center: Tuesday, Nov 27, 9:15 AM - 10:15 AM – Aria East, Level 1, Joshua 8 Transform the Modern "Contact Center" using Machine Learning and Analytics: Wednesday, November 28, 4:45pm - 5:45pm - Venetian, Level 5, Palazzo O Chalk Talks: Architectures for Gaining Data Insights into Your Contact Center Experience: Monday, November 26, 10:00am - 11:00am - Mirage, St. Croix Tuesday, November 27, 10:45am - 11:45am - Venetian, Level 2, Veronese 2402 Enterprise Strategies and Best Practices in Migrating Your Contact Center to Amazon Connect: Monday, November 26, 11:30am - 12:30pm - Aria West, Level 3, Ironwood 8 Wednesday, November 28, 1:45pm - 2:45pm - Mirage, Martinique A Workshops: Build a Voice-Based Chatbot for Your Amazon Connect Contact Center: Tuesday, November 27, 3:15pm - 5:30pm - MGM, Level 3, Premier Ballroom 311 Thursday, November 29, 12:15pm - 2:30pm - MGM, Level 3, Premier Ballroom 312
  37. 37. Thank you! © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Kira Campbell Kira.Campbell@Hilton.com Loren Lacy Loren_Lacy@intuit.com Pasquale DeMaio pasquald@amazon.com
  38. 38. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.

×