2019/11/08 https://www.meetup.com/ja-JP/AWS-Usergroup-PH-Central-Visayas/events/266066364/

1. Introduction of Amazon Connect
AWS User Group Central Visayas – 8th Meetup

2. Who am I ?
○ Organizer of JAWS-UG
(AWS UserGroup JAPAN)
○ AWS Samurai 2017
○ My Favarite AWS Service
AWS Lambda
Amazon Connect
● DAIKI MORI

3. Introduction of Amazon Connect
3
▸Today's GOAL
▸Get to know Amazon Connect
▸Introducing the Amazon Connect CASE

4. Amazon Connect
4

5. Amazon Connect
▸About Contact Center(from Wikipedia)
▸Receiving or transmitting a large volume of enquiries by
telephone.
▸An inbound call center is operated by a company to administer
incoming product or service support or information enquiries
from consumers.
▸It can be independently operated or networked with additional
center, often linked to a corporate computer network, including
mainframes, microcomputer/servers and LANs.
5

6. Amazon Connect
▸ISSUES of Contact center
▸The initial cost is TOO EXPENSIVE.
▸for example in JAPAN
▸PBX(Private Branch Exchange)
▸JAPAN : about 100,000 ~ 1,000,000 JPY
▸Philippines : about 45,000 ~ 450,000 PHP
▸Business Phone for Contact center
▸JAPAN : about 50,000 ~ 100,000 JPY
▸Philippines : about 27,500 ~ 45,000 PHP
▸It takes MONTHS to build a contact center.
6

7. Amazon Connect
▸ISSUES of Contact center
▸It is very DIFFICULT TO MAINTAIN the contact center.
1. PBX and MODEM and VPN etc ...
2. If the contact center has a maintenance contract,
business travel expenses will be required
3. Scale out when the call access is concentrated
Scale in when the call access is not concentrated
▸The place to install various equipment
▸Expenses for expansion or contraction
7

8. Amazon Connect
8

9. Amazon Connect
▸Settings such as contact flow are very easy
▸Can begin talking call in a few click within minutes.
▸Drag and Drop Contact Flow Editor allows you to create.
▸No Coding.
9

10. 10
Amazon Connect

11. Amazon Connect
▸Easy integration with AWS services and third-party products
▸Amazon Lambda
▸(Access the data of CRM or database)
▸Amazon S3
▸(Store call recoding)
▸Amazon Kinesis
▸(Streaming detailed contact records in real-time)
▸Amazon Lex
▸Salesforce with Amazon Connect CTI Adapter
▸Zendesk
11

12. Amazon Connect
▸Routing of Skill base
▸Connect to the right agent to minimize waiting time.
▸Agent skill set to solve problems efficiently
12
Check the Skill
NEW INQUIRY CANCELLATION
I want to make
an inquery

13. Amazon Connect
▸Routing of Skill base
▸Connect to the right agent to minimize waiting time.
▸Agent skill set to solve problems efficiently
▸Check agent availability
13
Answering Available Answering
Answering Answering Answering
Answering Answering Answering
Answering Answering Answering
Answering Answering Answering
Check agent

14. Amazon Connect
14
▸Pay As You Go
▸There is no minimum monthly fee.
▸Pricing is not based on capacity, agent seats, or maintenance.

15. Amazon Connect
15
▸Pay As You Go
▸There is no minimum monthly fee.
▸Pricing is not based on capacity, agent seats, or maintenance.
Service Charge
per minute
l Determine by the minutes your end-customer is connected.
l 0.0180 USD per minute
Claimed Phone Number
per day
l DID(Direct Inward Dial) / Toll Free
l DID : 0.1300 USD per day
l TOLL FREE : 0.4800 USD per day
Inbound Usage
per minute
l Inbound Call (TOKYO)/ Outbound Call
l Inbound(DID) : 0.0030 USD per minute
l Inbound(TOLL FREE) : 0.4800 USD per minute
l Outbound : 0.1673 USD per minute(PHLà JPN)
TOKYO(ap-northeast-1)
reference: https://aws.amazon.com/jp/connect/pricing/

16. Amazon Connect
▸Analyzing data such as history in real-time
▸Visualize operational efficiency
16

17. Amazon Connect
▸Analyzing data such as history in real-time
▸Visualize operational efficiency
▸1. Visualize about count of agent
▸Number of ONLINE agents
▸Number of INQUIRY agents
▸etc...
▸2. Visualize about performance
▸Count of WAITING INQUIRIES in the queue
▸Maximum time that inquiry waits in the queue
▸Count of INQURIES answered by the agent in the queue
17

18. Amazon Connect
18
▸Now Available Region
▸North Virginia (us-east-1)
▸Oregon (us-west-2)
▸Sydney (ap-southeast-2)
▸Frankfurt (eu-central-1)
▸Tokyo (ap-northeast-1)

19. Amazon Connect
▸Available if you can connect to INTERNET wherever you are
▸Available to use Amazon Connect from anywhere with a
browser.
▸Support Browser (REQUIRES WebRTC)
▸Google Chrome (the latest 3 versions)
▸Mozilla Firefox ESR (only latest version)
▸Mozilla Firefox (the latest 3 versions)
▸ADDITIONAL INFOMATION
▸We can use Amazon Connect on Chromebook and Amazon
WorkSpaces too.
19

20. Amazon Connect
20
▸Avaiable and Unavaiable with Amazon Connect
▸Avaiable
1. Call recoding.
2. Rapid increase or decrease the seat.
3. Connect to the person who left the incoming call.
4. Changed response outside business hours
5. Administrators can listen to operator speech communication.
▸Unavailable
1. Internal Phone
2. Simultaneous call
3. Reception and Transmission with Cellular Phone

21. Introducing the Amazon Connect CASE

22. ▸ Utilizes automatic speech recognition and natural language processing (NLP) services
▸ Automatic collection and analysis of inquiry data including voice
▸ Product failure status before recall, inquiry trend analysis, document improvement, use for WEB FAQ proposal
22
Amazon Connect

23. 23
Amazon Connect
▸The Case In My Company
▸Sales Staff living abroad call the customer in JAPAN.
▸When use the cellular phone , will be charged for a lot
of charge.
▸But Succeeded in reducing usage charges by using
Amazon Connect.
▸Calls can be made using SIM for data communication
▸When using CCP, a bandwidth of 100kbps is required as
a network requirement.
▸Therefore when you go out of the office, you can
connect your cellular phone and use Amazon Connect.

24. Introducing the Amazon Connect
MY CASE

25. ▸Call using Amazon Alexa and Amazon Connect
▸demo
https://www.dropbox.com/s/46uszqfb6kkyy93/IMG_0006.MOV
25
Mobile client
Mobile client
Amazon Connect

26. 26
▸I won Award of
CloudNative Architecture
🎉🎉🎉🎉
Alexa Skill Award Event in JAPAN.
Amazon Connect

27. 27
▸I won Award of
CloudNative Architecture
🎉🎉🎉🎉
Alexa Skill Award Event in JAPAN.
Amazon Connect

28. Closing

29. Amazon Connect
29
▸Very Easy to build
▸But you need to understand what you can and cannot do with
Amazon Connect
▸No result unless you challenge

30. Amazon Connect
30
▸Very Easy to build
▸But you need to understand what you can and cannot do with
Amazon Connect
▸No result unless you challenge
▸Try to use Amazon Connect
▸and
▸Next you will talk about Amazon Connect.