© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark

Chris Bergin

Principal BDM

Amazon Connect

Amazon ConnectHow Amazon Conenct and Salesforce Service Cloud Deliver Personal and Natural Customer Experiences

© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark

A Renewable Energy Company that sells and services wind turbines

Ty p i c a l C u s t o m e r E x p e r i e n c e

Cirrus Energy

• Touch-tone menus • No personalization • No intelligence • No data shared from IVR to Agent

• Personalized• Natural language • Understands intent• Uses data throughout IVR and Agent experience

I d e a l C u s t o m e r E x p e r i e n c e

Easy to use, cloud-based contact center solution that scales to support businesses of any size

With tools that grow with your needs!

Skills-based routing[Automatic Call

Distribution (ACD)]

Callrecording

Real time andhistorical-analytics

High-qualityvoice capability

Amazon Connect

Amazon Connect setup

15 Mins:•Create Amazon Connect instance•Claim phone number•Make a test call•Build Cirrus Energy’s contact flow

connect-e363f55bf7c5/connect/cirrusenergycorp

/aws/connect/cirrusenergycorp

https://cirrusenergycorp.awsapps.com/connect/home

/aws/connect/cirrusenergycorp

Amazon Lex integration

15 Mins:•Create Amazon Lex chatbot•Integrate bot with Amazon Connect contact flow•Make a test call

Amazon Connect CTI Adapterfor Salesforce Service Cloud and Salesforce Sales Cloud

Prebuilt integration from AWS

Simple self-service

Extensible, free, and open source toolkit

Salesforce CTI Integration

15 Mins:•Install AppExchange package•Configure Call Center•Enable Users•Answer a test call

© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark

Live Demonstration

© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark

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