Next Gen Innovation: Enhancing your Contact Center with Amazon Connect for the Public Sector
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The document discusses enhancing contact centers with Amazon Connect for the public sector. It describes challenges with traditional contact center experiences and solutions. Amazon Connect is presented as a cloud-based solution that allows for personalized, intuitive customer experiences through dynamic contact flows and open integrations. It can scale to support seasonal needs through its pay-as-you-go model without hardware or long-term commitments. Examples of use cases for government and non-profits are provided.
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Next Gen Innovation: Enhancing your Contact Center with Amazon Connect for the Public Sector
- 1. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. MikeVozas – Collaboration Lead USPS August, 2018 Next Gen Innovation: Enhancing your Contact Center with Amazon Connect for the Public Sector
- 2. Today’s experience challenges The customer experience: • Static and unintuitive • Not personalized • No context • Information repeated The agent experience: • Frustrated customer • No context • Leading to high attrition rates
- 3. Imagine if you could… Create personalized, consistent experiences Anticipate customer needs Optimize agent utilization Change the role of the agent Increase contact center capacity by five times
- 4. Simple Delivering experiences that are… Intuitive Frictionless
- 5. Over 70,000 Customer Service Associates support Amazon customers around the world Amazon strives to be Earth’s most customer-centric company AMAZON SUPPORTS Millions Of Customers Dozens Of Languages 32 Countries
- 6. We needed the right contact center technology to deliver on our promise
- 7. Solutions in the marketplace couldn’t meet our expectations Heavy Professional Services Hardware, Telephony Integration, Space Complex Pricing Security, Scalability, Reliability Difficult Integrations Cumbersome Tools We needed the right contact center technology to deliver on our promise
- 8. So We Built It
- 9. 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 WithToolsThat Grow WithYour Needs
- 11. Turn Months Into Minutes Self-service setup with just a few easy steps before you take your first call
- 12. Self-service configuration Dynamic, personal, & natural contact flows 100% cloud-based Amazon Connect Differentiators
- 13. Contact Flow Engine – Customer Experience Example Ok, you are now booked for a 9:00AM departure tomorrow out of San Francisco, arriving in Seattle at 11:45AM. 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
- 14. NATURAL Amazon LexChatbots 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. 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
- 15. Self-service configuration Dynamic, personal, & natural contact flows Open Platform 100% cloud-based 100% cloud-based Amazon Connect Differentiators
- 16. AWS Lambda Open Platform / Easy Integrations Customer Databases Business Intelligence Contact Flows CRM
- 17. AWS Lambda Customer Databases Business Intelligence Contact Flows Contact Control Panel CRM Open Platform / Easy Integrations
- 18. AWS Lambda Your S3 Storage Customer Databases Business Intelligence Call Recordings Contact Flows Contact Control Panel CRM Open Platform / Easy Integrations
- 19. AWS Lambda Your S3 Storage Your Data Warehouse Customer Databases Business Intelligence Call Recordings Metrics Contact Flows Contact Control Panel CRM Open Platform / Easy Integrations
- 20. AWS Lambda Your S3 Storage Your Data Warehouse Customer Databases Business Intelligence Workforce ManagementAgent Data Call Recordings Metrics Contact Flows Contact Control Panel CRM Open Platform / Easy Integrations
- 21. Self-service configuration Dynamic, personal, & natural contact flows Open Platform The AWS ecosystem 100% cloud-based Amazon Connect Differentiators
- 22. Workforce Management, Optimization & Quality Mgmt. Customer Relationship Management (CRM), Incident/Case Mgmt & BPM Analytics, Media Channels & Communications Amazon ConnectTechnology Partners
- 23. Amazon Connect APN Consulting Partners Consulting Partners
- 24. 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
- 25. Use Cases Seasonal & Rapid Communication Needs • Natural Disasters (SLG/Federal) • Fundraising (NPO’s) • Voting (SLG) CallCenter Replacement/Enhancement • 311 (Local/County) • Add Automation (LEX chatbots) • Healthcare (EDU/County) • Benefits Renewal (State/Unemployment & SNAP)
- 26. Cloud-Based Agility in Responding to Disasters August 25, 2017 – Hurricane Harvey ARC supported; • 414k overnight stays • 4.5M meals • 1.6M relief items • 573k households supported in first 2 months Within 45 days of Harvey, 5 more Hurricanes (Irma, Maria and Nate) Call Center Capacity became an issue © 2017, Amazon Web
- 27. Cloud-Based Agility in Responding to Disasters • ARC engaged AWS & Voice Foundry • 48 hours – new call center in operation • Amazon employees were given a script and taking calls • Operated for 2 weeks and then de-provisioned https://aws.amazon.com/blogs/enterprise- strategy/cloud-based-agility-in-responding-to- disasters/ © 2017, Amazon Web
- 28. Appendix
- 29. The Power of AWS – Not Just Amazon Connect Database RDS Dynamo Redshift Management CloudWatc h CloudFormatio n CloudTrail Security IAM Directory Service Messaging Pinpoint SNS SES Development Lambda API Gateway Step Functions Analytics Athena Kinesis Glue QuickSight Storage S3 Glacier AI Lex Polly ComprehendTranscribe
- 30. AmazonConnect = $0.018 per customer connected minute Domestic US DID Numbers: $0.03 per day ($0.93 per month) Domestic USToll Free Numbers: $0.06 per day ($1.86 per month) US DID Inbound Call: $0.003 per minute USToll Free Inbound Call: $0.012 per minute US Outbound Call: $0.0065 per minute Telephony Charges North America Pricing
- 31. Australia Pricing Amazon Connect = $0.018 per customer connected minute DomesticAUS DID Numbers: $0.10 per day ($3.10 per month) DomesticAUSToll Free Numbers: $0.39 per day ($12.09 per month) AUS DID Inbound Call: $0.0056 per minute AUSToll Free Inbound Call: $0.0605 per minute AUS Outbound Call: $0.0571 per minute Telephony Charges
- 32. Thank you
Editor's Notes
- QATC: Quality Assurance & Training Connection - Overall averages for the call center industry as a whole range between 30–45 percent, with some centers having almost no turnover, and other centers having turnover in the triple digits. A Deloitte survey showed that it takes about $12k to replace the average non-professional or frontline person. It takes close to three times that to replace a management level employee
- WorkFusion has seen its “Intelligent Conversational Agents” (as in chatbots) provide a five-fold increase in service center capacity.
- At Amazon, we strive to be Earth’s most customer-centric company. And to do this, everyone who works at Amazon understands that our customers are our top priority and that our future as a company is built on our customers’ satisfaction. Today, Amazon supports millions of customers who speak dozens of languages from 32 Customer Service Centers across the globe. Consider that during the 2016 holiday season peak online shopping period, tens of thousands of Customer Service associates supported Amazon customers around the world.
- To deliver on our promise, it’s imperative that our service organizations be empowered to engage with our customers. At the heart of that is a contact center system that needs to be reliable, simple to manage, open, and scales with our needs. With respect to scalability, consider that in preparation for Amazon Prime Day, Amazon’s Customer Service Centers scale up adding thousands of new agents and we scale back down literally in a day. Not only do we require maximum flexibility, but second only to security, the reliability of our contact center is critical in order to service the needs of our customers.
- At Amazon, we consistently strive to ‘raise the bar’ for our customers, and our search found that the traditional call center solutions were unable to meet our demanding requirements. The tools were cumbersome and required highly technical and niche expertise. The integrations were complex with multiple components, channels, and vendors. The systems were built in proprietary environments requiring esoteric skills and heavy professional services. We were also looking for increased security, scalability, and reliability. Nuggets: On Prime Day, for example, we need to be able to scale to meet the high volume of customer interactions in a single day, but be able to contract back down quickly. At Amazon, reliability is second only to security. The solution we sought needed to be secure, but provide the highest level of availability in order for us to serve our customers and their needs. Available solutions did not meet our needs for space, hardware, and telephony integration. Finally, the pricing models were complex, requiring long-term commitments. To deliver on our goal to be Earth’s Most Customer-Centric Company, we knew we needed a better way for our agents to engage with our customers.
- So we built it! Using our knowledge and experience, we built an easy-to-use, intuitive system that enables our customer service agents to focus their attention on the customer, rather than on navigating a complex, difficult-to-use system. Over 50 groups and businesses within Amazon and its subsidiaries provide customer service today, including Zappos, Audible, and of course, Amazon Retail’s customer service.
- Amazon Connect is the contact center solution we designed and built to enable Amazon to deliver an exceptional customer experience. It includes all the standard functionality contact center operations teams have come to expect. Skills-based routing maximizes the efficiency of agents and the satisfaction of customers. Calls are recorded, making it easy to monitor and improve agent quality. All the common reports and analytics you would expect are available and easy to use, including Service Level, Handle Time, and agent performance. And high-quality voice comes standard with Amazon Connect.
- Beyond the standard functionality, Amazon Connect delivers differentiators that allow AWS customers to create exceptional customer experiences. For example, Amazon Connect can be setup in minutes and agents can take calls after just a few simple steps.
- Optional Slide: Amazon Connect comes ready with an intuitive, self-service setup. You’ll be taking your first call after a few simple steps! And there are no complex deployment or hardware integrations required. Amazon Connect is intuitive and easy-to-use, allowing agents to be trained quickly. And your agents can focus on your customer, rather than navigating a cumbersome system. Nugget: Other solutions can take 6-18 months to setup and deploy.
- The Contact Flow Engine is dynamic and personal. By integrating with your customer data, you can anticipate end-customer needs, predicting and delivering answers to questions before they are even asked. And you can design conversational interactions that feel natural to your customers, by integrating with Amazon Lex, giving you access to the same speech recognition and natural language understanding technology that powers Alexa.
- Here is an example of Amazon Connect’s Contact Flow Engine enabling dynamic, personal and natural customer interactions.
- And integration with Amazon Lex means customers can experience the same Speech Recognition and NLU technology that powers Amazon’s Alexa. Customers get a better experience, and the entire interaction can be serviced completely within the contact flow. Nuggets: Using Customer Data, Contact Flows can be created to identify the customer and determine how best to treat the interaction and how and where to route the call.
- Amazon Connect is an open platform that is simple to integrate with other enterprise applications and AWS services like Amazon S3 & Lambda
- Amazon Connect is simple to integrate with other applications, CRM or databases. AWS Lambda gives you the flexibility to run code for virtually any type of application or backend service. And your data is your data. For example call recordings are stored in your S3 bucket, where you can control access and lifecycle using the powerful S3 tool set. [Build] Also, you can stream Amazon Connect’s most detailed contact records to the data warehouse of your choice, and analyze as you choose with your tools of choice, like Amazon QuickSight or Tableau. …And you can leverage AWS services or take advantage of the full AWS ecosystem to further enhance and customize your solution.
- Amazon Connect is simple to integrate with other applications, CRM or databases. AWS Lambda gives you the flexibility to run code for virtually any type of application or backend service. And your data is your data. For example call recordings are stored in your S3 bucket, where you can control access and lifecycle using the powerful S3 tool set. [Build] Also, you can stream Amazon Connect’s most detailed contact records to the data warehouse of your choice, and analyze as you choose with your tools of choice, like Amazon QuickSight or Tableau. …And you can leverage AWS services or take advantage of the full AWS ecosystem to further enhance and customize your solution.
- Amazon Connect is simple to integrate with other applications, CRM or databases. AWS Lambda gives you the flexibility to run code for virtually any type of application or backend service. And your data is your data. For example call recordings are stored in your S3 bucket, where you can control access and lifecycle using the powerful S3 tool set. [Build] Also, you can stream Amazon Connect’s most detailed contact records to the data warehouse of your choice, and analyze as you choose with your tools of choice, like Amazon QuickSight or Tableau. …And you can leverage AWS services or take advantage of the full AWS ecosystem to further enhance and customize your solution.
- Amazon Connect is simple to integrate with other applications, CRM or databases. AWS Lambda gives you the flexibility to run code for virtually any type of application or backend service. And your data is your data. For example call recordings are stored in your S3 bucket, where you can control access and lifecycle using the powerful S3 tool set. [Build] Also, you can stream Amazon Connect’s most detailed contact records to the data warehouse of your choice, and analyze as you choose with your tools of choice, like Amazon QuickSight or Tableau. …And you can leverage AWS services or take advantage of the full AWS ecosystem to further enhance and customize your solution.
- Amazon Connect is simple to integrate with other applications, CRM or databases. AWS Lambda gives you the flexibility to run code for virtually any type of application or backend service. And your data is your data. For example call recordings are stored in your S3 bucket, where you can control access and lifecycle using the powerful S3 tool set. [Build] Also, you can stream Amazon Connect’s most detailed contact records to the data warehouse of your choice, and analyze as you choose with your tools of choice, like Amazon QuickSight or Tableau. …And you can leverage AWS services or take advantage of the full AWS ecosystem to further enhance and customize your solution.
- Amazon Connect can leverage the full ecosystem of AWS ISV consultancy partners to customize as needed.
- APN & Marketplace Stats AWS customers use over 300 million hours a month of Amazon EC2 for AWS Marketplace products. Overall, the AWS Marketplace offers 35 categories, and more than 3,500 software listings from more than 1,100 ISVs. More than 100,000 active customers are using software from the AWS Marketplace. Over ten thousand APN Partners joined the AWS Partner Network in the past 12 months and they include thousands of new APN Technology Partners and thousands of new APN Consulting Partners. 2 Over 60% of APN Partners are headquartered outside the US. 2 Tens of thousands of AWS Certifications have been awarded to APN Partners and the number of new certifications added to the AWS Partner Network in 2016 has increased by more than 75% so far this year.3 AWS revenue generated by APN Partners grew by over 90% in the last 12 months.4 The majority of the Fortune 500 companies and over 90% of the Fortune 100 companies utilize AWS APN Partner solutions and services.
- Like our list of technology partners, that list has doubled and continues to grow as the Amazon Connect business expands into new regions and industries.
- Amazon Connect delivers a complete contact center at a fraction of the cost of traditional contact center solutions. Like all AWS services, Pricing for Amazon Connect is pay-as-you-go and there are no required long term commitments. You can instantly scale up or down to meet your needs with out worrying about telephony, hardware, space, or capacity. Most importantly, with customer-connected-minutes, you only pay for the time your customers are connected to the service plus any telephony you use. There are no esoteric formulas based on agents, managers, capacity, or features.
- Optional Slide
- 1. The Amazon Connect “per customer connected minute” pricing is simple and consistent across all regions ($0.018) 2. Telco pricing varies based on region, countries served, and type of numbers required (DID or Toll Free) from those countries. 3. Today, Amazon Connect instances can be created in North America (East), Frankfurt, and Sydney Regions. Full pricing details and country phone number availability can be found on https://aws.amazon.com/connect/pricing/ Other info: (DID = Direct Inward Dial) Taxes, surcharges, and fees may apply
- 1. The Amazon Connect “per customer connected minute” pricing is simple and consistent across all regions ($0.018) 2. Telco pricing varies based on region, countries served, and type of numbers required (DID or Toll Free) from those countries. 3. Today, Amazon Connect instances can be created in North America (East), Frankfurt, and Sydney Regions. Full pricing details and country phone number availability can be found on https://aws.amazon.com/connect/pricing/ Other info: (DID = Direct Inward Dial) Taxes, surcharges, and fees may apply