Start delivering fast, personalized service with Amazon Connect
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Create a gameplan Start delivering fast, personalized service with Amazon Connect Naomi Hall Kentis Gopalla Sr. Enablement Consultant, AWS Professional WW SI Practice Lead, AWS Partner Shared Services Services © 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Learning objectives
Introduction
Why migrate to AWS?
Determining migration drivers
Evaluating migration readiness
Migration patterns & best practices
Customer examples
How we can help
Get started with AWS resources and partners
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Connect
Easy to use, omnichannel cloud-based contact center service
that scales to support businesses of any size
The fastest path to customer service innovation
Skills-based Voice & chat Real-time and High-quality
contact routing recording historical analytics voice capabilityWhy customers migrate to AWS
Data Center Agility and Innovation and
Cost reduction
consolidation staff productivity modernization
Improved security, disaster Elastic capacity, Outsourcing changes, New technologies,
recovery, resilience, global expansion EOL HW/SW refresh, IoT and AI/ML
and compliance license cost reductions
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Real Business Outcomes
Operational
Cost Savings Staff Productivity Business Agility
Resilience
“realized a 52 percent “we have enhanced software “15% increase in availability” “gone from deployments
reduction in TCO” development by 20%” Conde Nast taking 6 weeks to 1 per week”
General Electric Orbis 3M
“avoided acquiring additional “without AWS, we would “we're seeing up to “set up in about 1/5 of the
data center space, saving need the DevOps team to 99.99% availability” time it would taken to do a
an estimated $1M+ over be at least twice the size” Vodafone Italy buildout and deployment”
three years” Intuit
Avizia
Lionsgate
“reducing its data center “with half the people “availability increased from “our projects no longer last
footprint from eight to normally required to 99.7 to of 99.999” years, they last months”
three by 2018” build and operate sites” 2C2P Autodesk
Capital One Bustle
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Contact center transformation: drivers and outcomes
Migration drivers Priority outcomes
Aged infrastructure Reduce costs
Difficult integrations Streamline operations
Acquisition/divestiture Enable and accelerate
innovation
Changing markets/
customer expectations Increase agility
Digital transformation Improve customer
(e.g., omnichannel) and agent experience
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Common questions
How do I get How do I improve How does migration How will the
What methodology
started with the customer & help modernize my skills of my
do I follow?
migrating? agent experience? contact center? resources change?
How can I use
How can I
What are my What are my How do I build my data to route
increase self-
anticipated migration an omni-channel customers to the
service capabilities
cost savings? incentives? strategy? right agents
to my customers?
first time?
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Migration readiness © 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Migration readiness assessment
Current Contact Discover and Migration
Center Baseline* Organize Data plan
Business Contact Volume and Agent Resources
Business capability
Value Realization (Inbound/Outbound)
focused
People Total Self-Service/IVR containment
Roles and Readiness
Contact Center Architectures
Governance Telephony (TFN, DID)
Prioritization and Control
Current Platforms/Technologies
Platform
capability focused
(e.g., IVR, ACD, Call Recording, WFM, etc.)
Applications and Infrastructure
Technical
Reporting and Performance Metrics Migration plan based
Security
Risk and Compliance Call Flows and Configuration on both business and
technical capabilities
Operations CTI/Data Integration Points
Hybrid and Dynamic (e.g., SFDC, ServiceNow, etc)
*Based on AWS Cloud Adoption Framework (CAF) https://aws.amazon.com/professional-services/CAF/
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Migration best practices © 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
AWS Professional Services approach to transformation
Think BIG, start small
Align on the strategy. Build the minimum Accelerate teams to a
Think big, start small loveable product (MLP) modern Contact Center
See the art of the possible Launch the first line(s) Scale and optimize
of business your program
Finalize the plan
Fuel the flywheel
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Discovery and roadmap
AWS ProServe applies our proven “Working Backwards” and “Voice of the Customer”
mechanisms to align stakeholders and develop a multi-phase transformation roadmap
To-be design,
As is mapping gap assessment Gap closure plan
— — —
Examine systems and capabilities Develop ideal experience across all Outline Connect roadmap for
contact center groups for associates and contact center future state
Gather data and meet with SMEs to customers to determine project scope build and deployment
understand contact center current state
Capture learnings from POC Apply learnings from POC
Conduct or determine proof of concept
(POC) Determine pilot opportunity
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Technology foundation
Implement core capabilities to provide a common baseline and prepare the fly-wheel mechanism for
accelerating transformation
Foundational Contact Center
Deploy Amazon Connect on a secure, high-performing,
Sample capabilities:
1 resilient, and efficient AWS infrastructure
Organizational Change Management
Multiple toll-free numbers Configure contact flows that define the customer experience
English Language—Touchtone
2 and establish design conventions for consistent experiences
Amazon Polly prompts
Develop the representative experiences
Hours, Holidays, Emergency
3 (e.g., customer identification, look ups)
Skill based routing
Real time, Historical Connect reports
Call Recording 4 Set up business administrative console
SSO Integration
Data collection in AWS S3 5 Integrate critical third-party systems (ex. Verint, Salesforce)
Salesforce Integration
Basic Screen Pop Configure the data model and data pipeline (access
Operations Monitoring and Alerting
6 Amazon Connect data in data lake/data warehouse)
Foundational customer experiences and an initial playbook based on foundational scope
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Launch phase
Accelerate onboarding to Amazon Connect with a repeatable playbook, delivering operational fundamentals
with next-generation capabilities to elevate customer experience and reduce operational costs
Discover
Use an agile methodology to onboard
and launch each LOB* with operational Cutover Design
playbooks to gain velocity and efficiency
—
• Capture additional LOB enhancements
to augment the common capabilities
• Follow the playbook recipe to setup,
integrate, test and launch each LOB
• Provide hands-on, immersive
training to agents and supervisors
• Enhance the playbooks by adding
new features or support for new
types of stakeholders Validate Build
*LOB—Line of business
Integrate
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Example timeline
Align on the north star, create a roadmap, and build a foundation (baseline), then incrementally add
capabilities to deliver priority outcomes
Phase 1 Phase 2 Phase 3 Phase 4
Future State Roadmap Readout Baseline Complete
Wave 1 Go Live
Wave 2 Go Live
Baseline Kickoff Repeatable Recipe
Training Kickoff
Training Kickoff
Key events
Baseline Long QA Start
Range Planning QA Start
UAT
Start UAT Start
Wave 2 Kickoff
Wave 1 Kickoff
Wave 1 Long Range Wave 2 LRP
Planning (LRP)
Post Migration Support
Post Migration Support
Transformation Workshop
Foundation/Baseline
Release
Wave 1
Wave 2
Future Waves
Operations
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Building a high performing customer call center
for salesforce.com
Challenges Solution Results
• Salesforce.com needed to • Inbound and outbound calling • World-wide call centers set up
convert on-premises call centers using Amazon Connect in on AWS in Virginia, Frankfurt,
to a cloud solution Virginia, Frankfurt, and Tokyo and Tokyo with multiple staged
• Wanted to build a cloud based, • Inbound call scripts in go-live events
Customer: Salesforce.com, Inc.
cost effective, scalable call 12 languages • All sales and support calls are
Industry: Software as a Service center to support over 4,000 • Post call transcription via routing through Amazon
Country: United States agents Amazon Transcribe Connect call centers
Employees: 49,000 + • Required full integration with • Amazon and Customer owned • Migrated nearly 4,000 agents to
multiple Salesforce Direct-In-Dial (DID) and Toll- Amazon Connect call centers
Website: http://www.salesforce.com
organizations, including data Free numbers to support local • Reduction in total cost
dips, screen pops customized by presence of ownership
Customer Profile: LOB, call recordings, • Multi-LOB support for holidays
transcriptions, queue metrics, and hours of operation
Salesforce.com is the world’s #1
and contact trace data
Customer Relationship Management • Create over 100 inbound and
(CRM) platform. Salesforce helps outbound dynamic call flows
marketing, sales, commerce, service, and
IT teams work as one from anywhere—so
customers can keep their customers “We successfully utilized AWS Professional Services’ knowledge and expertise of Amazon
happy everywhere. Connect to do a full migration and replicate our existing call flows. AWS Professional
Services also helped us to extend the functionality that did not come out the box from
Amazon Connect.”
Zane Gamble, Product Manager
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.How we can help © 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Do you need help?
Signs you may need help from AWS Professional Services or AWS partners
Resource constraints
Early in AWS competencies/skills
Working methodology, new to Agile
Time constraints, need for acceleration
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.AWS Migration Acceleration Program (MAP)
Migration Migration AWS
Methodology Tooling Partners
AWS AWS AWS
Investment Training Proserve
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.MAP Migration Methodology
Assess Mobilize Migrate & Modernize
Connect Migration Readiness Assessment
Migrate
Contact Center Contact Center Migration
Readiness Assessment Readiness Assessment
Rapid Migration Business Case Environment Skills/Center Migration
Contact Center Setup of Excellence Experience
Detailed Discovery
Operate
Rapid Discovery TCO Estimate
Accelerators
Business Contact Center Operating Security &
Case Migration Plan Model Compliance
Optimize
Briefings & workshops Immersion Day
Create a case for change Mobilize through experience Accelerate migrations,
modernization
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.How AWS partners can help © 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Service Delivery Program (SDP) SI/Consulting Partners
New Zealand
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.HGS Inc. increases contact center productivity 29% by
migrating to Amazon Connect with HGS Digital
The solution Key results
Faster time-to-value and innovation 29%
on a modern, cloud-based system
Increase in the number of calls handled
Improved call quality and customer
satisfaction through intelligent services
80 hrs
Increased operational efficiencies using Cut in analyst time per month
AI/ML to generate automatic insights
40%
To reduce their infrastructure costs, improve their service
offerings, and accelerate time-to-value for their customers, Improvement in client efficiency
HGS Inc. needed a cloud based solution that would work
within different customer environments. The solution
needed to support agents from multiple locations, enable
>40%
disaster recovery (DR) scenarios, integrate easily with Raise in CSAT score
various CRM providers, handle spikes in demand—all while
enabling faster innovation for future demands. 20%
Increase in call quality
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Case study
Are media contact center transformation powers business growth while slashing costs
Challenge
“Post-implementation support can be exhausting.
Are Media’s contact center used an on-premise With Engage for Amazon Connect, there was no
Telephony-as-a-Service and a BPO service which meant need to repeat training, everything was recorded
they were unable to service customers during the pandemic. so agents could refresh easily if needed.… From
creation of a new agent until when they start
Solution servicing a customer, it used to take 4–7 days.
Now it’s 1–2 days max.”
Are Media needed to move to the cloud and incorporate
—Majdi Jebril
email as an additional channel. Local Measure provided the Head of IT, Are Media
implementation of Amazon Connect and Engage for Amazon
Connect as the ideal solution. “The Are Media solution implementation was
one of the quickest ramp-ups we have ever
Result done. Coupling this with meeting bespoke solution
customizations and cross-timezone operational
Are Media benefited through a simplified procurement process, on-boarding and training, we were extremely
reduced implementation costs by 40% and reduced training time proud to deliver the effective working solution
of new agents by 75%. on time.”
Read more: https://www.localmeasure.com/case-studies/are-media-contact-center- —Alister Sheppard
transformation-powers-business-growth-while-slashing-costs Vice President of Customer Success, Local Measure
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.Thank you!
Naomi Hall Kentis Gopalla
Sr. Enablement Consultant, WW SI Practice Lead,
AWS Professional Services AWS Partner Shared Services
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.You can also read
