In this session, learn about Amazon Connect and how your organization can benefit from its capabilities, extensibility, and scalability. We explain how it’s designed to use AWS natural language understanding to provide enterprise and consumer interactions that replicate the experiences consumers have at home with their Echo products. Learn how to combine Amazon Connect with leading CRM, analytics, and workforce optimization/quality management platforms to provide a complete system of engagement and system of record for enterprises across all verticals and size ranges.

1. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
AWS re:INVENT
Power to the People: Amazon Connect
Joe E i sner,
G l obal Segment L ead , Contact Center
N o v e m b e r 2 7 , 2 0 1 7
GPSBUS 205

2. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Agenda
• What is Amazon Connect and market opportunity?
• Why is it disruptive and how is it different?
• What do you need to do to become an Amazon Connect APN Partner?
• How AWS helps APN Partners in this space
• Customer success stories
• Key takeaways

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What is Amazon Connect and market
opportunity?

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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

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Self-service
configuration
Dynamic, personal,
and natural contact flows
Amazon Connect
differentiators
100%
cloud-based
100%
cloud-based

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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 a.m. departure
tomorrow out of
San Francisco,
arriving in Seattle
at 11:45 a.m.
Can you
please
rebook me
for the
same flight
tomorrow?
Great
thank you!Data
Dip
CRM
content
Hi Nikki Wolf,
I see your flight
was cancelled
today. How can
I help you?
Incoming
customer
call
Contact flow engine–customer experience example

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Self-service
configuration
Dynamic, personal,
& natural contact flows
Open platform
Amazon Connect
differentiators
100%
cloud-based
100%
cloud-based

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CRM
Open platform/easy integrations
Open platform
Your
S3 storage
Your data
warehouse
Customer
databases
Business
intelligence
Workforce
managementAgent data
AWS
Lambda
Call
recordings
Metrics
Contact
flows
Contact
control panel

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Self-service
configuration
Dynamic, personal,
& natural contact flows
Open platform
The AWS
ecosystem
Amazon Connect
differentiators
100%
cloud-based
Packaged with telephony: Everything a customer needs to
run a contact center except agent headsets

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Customer
connected
minute
Pay as
you go
No hassle
telephony
No required
commitments
No hardware
or
space required
Pay only for the value delivered to your
customers
Automatic
scaling
Amazon Connect

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• Speed to implement and deploy
• Ease of use and scalability
• Open platform/easy integrations
• Easy access to data/no walled garden
• Pay-as-you-go pricing model
Amazon Connect benefits

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North America pricing
Amazon Connect = $0.018 per customer connected minute
Domestic US DID numbers: $0.03 per day ($0.93 per month)
Domestic US Toll Free numbers: $0.06 per day ($1.86 per month)
US DID inbound call: $0.003 per minute
US toll free inbound call: $0.012 per minute
US outbound call: $0.0065 per minute
Telephony charges

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Phone number availability
Telephone numbers available in these countries:
Australia
Austria
Belgium
Canada
Czech Republic
Denmark
Finland
France
Germany
Greece
Hong Kong
Ireland
Italy
Japan
Netherlands
New Zealand
Norway
Poland
Portugal
Slovakia
Spain
Sweden
Switzerland
United Kingdom
United States
• New with APAC region support (Sydney)
• New with EU region Support (Frankfurt)

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Amazon Connect free trial
• 90 minutes of Amazon Connect usage per month
• One DID number from instance region (US, Germany, Australia)
• 30 minutes per month of local (to the AWS region) inbound DID calls
• 30 minutes per month of local (to the AWS region) outbound calls
• For US regions only a US toll-free number for use per month
and 30 minutes per month of US inbound toll-free calls
Get started at www.aws.amazon.com/connect

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• HIPAA eligible
• PCI-compliant
Amazon Connect is…

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Prioritized
Feature Requests
Evaluation
(2-4 weeks)
POC planning
(3-6 weeks)
POC to adoption
(2-6 months)
• Lessons learned
• Optimize and
iterate
• Uncover new
solutions/
integrations
Repeat
(other LOBs)
Discover
Design
Build
Integrate
Validate
Cutover
Identify POC use case
• Internal teams
• IVR apps
• Segmented agents
Engage business leaders
• The art of the possible
• Educate on AWS platform
services and ecosystem
• Collect feedback to drive
long term vision
Getting started
• Instance creation
• Sample contact flows
Customer readiness Q&A
• Networking/firewall
• Amazon S3/recordings
• Access permissions
• Directory integration
Build competency
• Create custom flows
• Discover capabilities
• Integrations (Lambda)
Example Amazon Connect adoption process

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The opportunity

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Contact center as a service =
Large market space

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What are compelling integrated
applications for Amazon Connect?
• CRM
• Helpdesk/incident/case management
• Workforce optimization/quality management
• Analytics—customer data, predictive, prescriptive
• Outbound campaign management/dialing
• AI

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What are the coming opportunities?
1. Natural language IVR
2. Enablement of AI-powered/fronted customer service
interactions (aka “Chatbots”)
3. Successfully anticipating customer needs before they are
expressed by the customer (better
customer/predictive/prescriptive analytics)

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Amazon Connect
Current Partner ecosystem

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Amazon Connect Partners
Workforce management,
optimization and quality mgmt
Customer Relationship
Management (CRM),
Incident/case mgmt and BPM
Analytics, media channels and
communications

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Amazon Connect APN consulting partners
Consulting partners

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How AWS helps partners

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How AWS helps Amazon Connect
Standard (or greater) APN Partners
• Technical integration advice/guidance
• Free training in Amazon Connect business and
technical fundamentals available on-line and on-
demand with assessment tests
• Promotion of APN Partners to sales specialists, SI
partners, via industry events/tradeshows and AWS-
sponsored Loft or Summit events
• AWS Quick Start solution packages

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What does it take to become an approved AC
APN Consulting Partner?
1. Approved = hand off sales pipeline opportunities to partner.
2. Be, at a minimum, a standard tier APN Consulting Partner.
3. Detailed existing familiarity with contact center software and service setup/
configuration/implementation (see embedded Word doc list for specifics).
4. Form an AC practice with a minimum of 5-10 members.
5. Get core AC practice team fully trained on the tech foundations/basics of
Amazon Connect. Leverage online training in most instances, achieve service
delivery accreditation for each practice participant.
6. Undergo a “readiness assessment” from our Amazon Connect professional
services team to validate readiness for AWS to provide customer opportunities
sourced by AWS.
Microsoft Word
Document

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What does it take to become an approved
APN Technology Partner?
1. Achieve at least standard tier APN Technology Partner
status
2. Create an integration that is documented, reviewed
and validated by our Partner SA team
3. If offering the integrated software/service through
AWS Marketplace, follow relevant guidelines
4. Provide materials for AWS to promote your
integration (battlecard, demo video)

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Amazon Connect Partner reseller program
• ”Invitation only”—Goal is to screen APN Consulting
Partners to ensure highest possible level of customer
satisfaction
• Began in October 2017 with a handful of invited SIs
• Others to follow starting Q1 ’18
• Substantially similar to AWS Standard Channel Reseller
Program except that 7% discount only applies to the
contact center portion of minutes consumed

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Customer success stories

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Background
• In August, Hurricane Harvey reached landfall in Texas causing unparalleled
damage to the state and the region.
• Shortly after the hurricane, the Red Cross launched a campaign to provide
financial assistance to citizens in need of assistance.
• As a result of the offer, the Red Cross began receiving a record number of
customer queries, significantly impairing their ability to handle customer
requests in a timely manner. As a result, thousands of callers were being
involuntarily disconnected. The Red Cross was unable to handle the call
processing volumes presented by the increased demand for assistance.
• In September, Red Cross engaged Amazon and VoiceFoundry with the
need to mobilize a rapid response contact center team in support of the
significant call volumes.

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Solution
• Shortly after receiving notice, Amazon and VoiceFoundry resources began
immediately preparing a disaster resolution plan that would offset the
increased call volumes being presented.
• Within 48 hours of notification, VoiceFoundry and Amazon launched a
stand-alone contact center for processing of customer requests.
• Within AWS Connect, both teams set up initial call routes, worked
alongside Red Cross resources to handle overflow call routes, and built
queues capable of handling and processing calls in an orderly manner.
• 72 hours from initiation, Amazon personnel began processing calls on
behalf of the Red Cross and providing excess call capacity from the
existing Verizon telephony environment.

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Impact
• To date more than 30,000 unique phone calls have
been processed by AWS Connect leveraging more than
200k minutes of total call volumes
• VoiceFoundry provides tier 1 support to both Amazon
and Red Cross in support of this initiative and
continues to update and refine call routing rules based
on caller activity
The American Red Cross name, emblems and copy-righted materials are used with
its permission, which in no way constitutes an endorsement, express or implied, of
any product, service, company, opinion or political position. The American Red
Cross logo is a registered trademark owned by the American National Red Cross.

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Customer success story 1:
LendingHome customer engagement solution
LendingHome is “reimagining the mortgage process from the ground up by combining innovative
technology with an experienced team” to become the next generation mortgage platform
San Francisco-based company started in 2013 by Matt Humphrey that has grown to almost 200
employees. They are a very innovative company that brought Bob Olson on as chief customer officer. bob
previously served as the chief customer officer at both GoDaddy and IO, where he led global sales,
marketing, and human resources teams to drive customer-centric growth.
Wanted one customer engagement solution
Business needs:
• Platform with upgrades that are cost effective and can scale quickly
• True business partner with extensive contact center, Amazon Connect and Salesforce experience
Started with one department to pilot Amazon Connect with Salesforce Service Cloud
• Includes: IVR, routing, Aria’s Salesforce Omni-channel integration with Connect
softphone (including Aria’s console, routing and reporting enhancements) and voicemail
transcription leveraging VoiceBase
• Rapid Pilot implemented in six weeks

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Benefits:
• Customer interactions meet SLA’s
• Improve outreach programs and campaigns
• Collect all prospect and customer interactions in Salesforce
• Teams work within one system
Phase two includes expansion to other departments and:
• A call disposition engine to track 100% percent of inbound and outbound
calls, tied to post call automated follow-up actions
• Action item automation for Salesforce Omni to push all sales and post sales
calls or actions to one channel/list so the agents can work in one system
• Migrate the other departments from existing system to Salesforce Service
Cloud
Customer success story 1:
LendingHome customer engagement solution

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Happy customer

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Key takeaways

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Key takeaways
• Amazon Connect is a contact center as a service solution based on the
Amazon almost decade-old customer service platform used by 70,000
agents daily

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Key takeaways
• There is tremendous opportunity for SIs who have contact center
experience to enable Amazon Connect on behalf of customers
worldwide

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Key takeaways
• Enterprises will consume Amazon Connect in combination with a variety
of integrated applications and services, giving relevant application ISVs
plenty of opportunity to participate in the AC ecosystem either directly
or via AWS Marketplace offerings

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Key takeaways
• Amazon LEX + AI will empower enterprises using Amazon Connect to
bring the same type of natural language interactions to their customer
service sessions as Echo devices bring to consumers in their homes

41. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Related sessions
BAP202 Amazon Connect Delivers Personalized Customer Experiences for Your Cloud-
Based Contact Center
Monday
BAP305 How to Integrate Salesforce with Your Amazon Connect Cloud-Based Contact
Center
Monday
GPSBUS205 GPS: Amazon Connect: Powerful, Proven Cloud Contact Center Solution for Your
Enterprise
Monday
GPSCT201 GPS: Deep Dive on Amazon Lex, AWS Lambda, and IVR Monday
GPSCT306 GPS: Automate Contact Centers with Amazon Connect Tuesday
MCL302 Maximizing the Customer Experience with AI on AWS Tuesday
MCL332 Using Amazon Lex to Build a Customer Service Chatbot Tuesday
BAP313 How to Use AWS IoT with your Amazon Connect Cloud Contact Center to
Anticipate Customer Needs
Wednesday
BAP301 Bring the Power of AI to Contact Centers Wednesday
BAP304 How To Use AWS IoT and Amazon Connect to Drive Proactive Customer Service Thursday
BAP307 Use Amazon Lex to Build a Customer Service Chatbot in Your Amazon Connect
Contact Center
Thursday

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Q&A

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Remember to complete
your evaluations!

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Finally…
• Contact: jeisner@amazon.com
• Twitter: @aws_partners
• Aws.amazon.com/connect

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Thank you!