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Amazon Connect: 4 Steps to Transforming Your Customer Contact Center

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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

Published in: Technology
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Amazon Connect: 4 Steps to Transforming Your Customer Contact Center

  1. 1. Amazon Connect: 4 Steps to Transforming Your Customer Contact Center February 2018
  2. 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. 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. 4 Agenda • Introduction • Contact center industry • Amazon Connect • Four steps –Simple setup –Personalize the experience –Go beyond –Manage implementation risk • Q&A
  5. 5. 5 Evolution of customer care Call center Contact center Customer engagement
  6. 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. 7. “Our mission is to be the Earth's most customer centric company.” – Jeff Bezos, Amazon
  8. 8. 8 What is Amazon Connect? 100% Cloud-based contact center Reliable Simple Scalable Open
  9. 9. 9 Amazon Connect Telephony Real-time and historical metrics Skills-based routing Interactive Voice Response (IVR) Call recording
  10. 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. 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
  12. 12. 12 Amazon Connect
  13. 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. 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. 15. “Good ideas are always crazy, until they are not.” -Elon Musk, Tesla
  16. 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. 17 Amazon Connect Advanced customization • Data dips • CRM integrations • Custom Agent Console (CCP) • AWS ecosystem
  18. 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. 19. “What could possibly go wrong?”
  20. 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. 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. 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. 23 Giveaway Plantronics® Voyager 8200 We will contact the winner directly to arrange shipping.
  24. 24. Questions Type questions in the chat box located in the lower left-hand corner of your screen
  25. 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

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