create a gameplan start delivering fast, personalized

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Create a gameplan

Start delivering fast, personalized service with Amazon Connect

Sr. Enablement Consultant, AWS Professional Services

Kentis Gopalla

WW SI Practice Lead, AWS Partner Shared Services

Naomi Hall


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

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

contact routing

Voice & chat

recording

Real-time and

historical analytics

High-quality

voice capability

Amazon Connect


Elastic capacity,

global expansion

Improved security, disaster recovery, resilience,

and compliance

Cost reduction

New technologies,

IoT and AI/ML

Agility and staff productivity

Outsourcing changes,

EOL HW/SW refresh, license cost reductions

Innovation and

modernizationData Center

consolidation

Why customers migrate to AWS


Real Business Outcomes

Cost Savings Staff Productivity Business AgilityOperational

Resilience

“realized a 52 percent

reduction in TCO”

General Electric

“avoided acquiring additional

data center space, saving

an estimated $1M+ over

three years”

Lionsgate

“reducing its data center

footprint from eight to

three by 2018”

Capital One

“15% increase in availability”

Conde Nast

“without AWS, we would

need the DevOps team to

be at least twice the size”

Avizia

“gone from deployments

taking 6 weeks to 1 per week”

3M

“availability increased from

99.7 to of 99.999”

2C2P

“we have enhanced software

development by 20%”

Orbis

“with half the people

normally required to

build and operate sites”

Bustle

“we're seeing up to

99.99% availability”

Vodafone Italy

“our projects no longer last

years, they last months”

Autodesk

“set up in about 1/5 of the

time it would taken to do a

buildout and deployment”

Intuit


Acquisition/divestiture

Difficult integrations

Improve customer

and agent experience

Contact center transformation: drivers and outcomes

Aged infrastructure

Digital transformation

(e.g., omnichannel)

Changing markets/

customer expectations

Enable and accelerate

innovation

Reduce costs

Streamline operations

Increase agility

Migration drivers Priority outcomes


Common questions

How will the skills of my

resources change?

How do I get started with migrating?

How do I improvethe customer &

agent experience?

How does migration help modernize my

contact center?

What methodology do I follow?

What are my anticipated

cost savings?

How can I use my data to route customers to the

right agents first time?

How can I increase self-

service capabilities to my customers?

How do I build an omni-channel

strategy?

What are my migration

incentives?


Migration readiness


Migration readiness assessment

Current Contact Center Baseline*

Discover and Organize Data

Migration plan

Migration plan based

on both business and

technical capabilities

Contact Volume and Agent Resources

(Inbound/Outbound)

Total Self-Service/IVR containment

Contact Center Architectures

Telephony (TFN, DID)

Current Platforms/Technologies

(e.g., IVR, ACD, Call Recording, WFM, etc.)

Reporting and Performance Metrics

Call Flows and Configuration

CTI/Data Integration Points

(e.g., SFDC, ServiceNow, etc)

Bu

sin

ess

ca

pa

bil

ity

focu

sed

BusinessValue Realization

PeopleRoles and Readiness

GovernancePrioritization and Control

Te

ch

nic

al

ca

pa

bil

ity

focu

sed Platform

Applications and Infrastructure

SecurityRisk and Compliance

OperationsHybrid and Dynamic

*Based on AWS Cloud Adoption Framework (CAF) https://aws.amazon.com/professional-services/CAF/

https://aws.amazon.com/professional-services/CAF/


Migration best practices


AWS Professional Services approach to transformation Think BIG, start small

Align on the strategy.

Think big, start small

See the art of the possible

Finalize the plan

Accelerate teams to a

modern Contact Center

Scale and optimize

your program

Fuel the flywheel

Build the minimum

loveable product (MLP)

Launch the first line(s)

of business


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

As is mapping

—

To-be design,

gap assessment

—

Gap closure plan

—

Outline Connect roadmap for

contact center future state

build and deployment

Apply learnings from POC

Determine pilot opportunity

Develop ideal experience across all

contact center groups for associates and

customers to determine project scope

Capture learnings from POC

Examine systems and capabilities

Gather data and meet with SMEs to

understand contact center current state

Conduct or determine proof of concept

(POC)


Technology foundationImplement core capabilities to provide a common baseline and prepare the fly-wheel mechanism for accelerating transformation

Foundational Contact Center

Sample capabilities:

Organizational Change Management

Multiple toll-free numbers

English Language—Touchtone

Amazon Polly prompts

Hours, Holidays, Emergency

Skill based routing

Real time, Historical Connect reports

Call Recording

SSO Integration

Data collection in AWS S3

Salesforce Integration

Basic Screen Pop

Operations Monitoring and Alerting

Deploy Amazon Connect on a secure, high-performing,

resilient, and efficient AWS infrastructure1

Configure contact flows that define the customer experience

and establish design conventions for consistent experiences2

Develop the representative experiences

(e.g., customer identification, look ups)3

Set up business administrative console4

Integrate critical third-party systems (ex. Verint, Salesforce) 5

Configure the data model and data pipeline (access

Amazon Connect data in data lake/data warehouse)6

Foundational customer experiences and an initial playbook based on foundational scope


Launch phaseAccelerate onboarding to Amazon Connect with a repeatable playbook, delivering operational fundamentals with next-generation capabilities to elevate customer experience and reduce operational costs

*LOB—Line of business

Discover

Integrate

Validate

Cutover Design

Build

Use an agile methodology to onboard

and launch each LOB* with operational

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


Phase 1 Phase 2 Phase 3 Phase 4

Ke

y e

ve

nts

Re

lea

se

Future State Roadmap Readout

Foundation/Baseline

Baseline Kickoff

Baseline Complete

Wave 1 Kickoff

Training Kickoff

QA Start

Wave 1 Go Live

UAT

Start

Wave 2

Wave 2 Kickoff

Training Kickoff

QA Start

Wave 2 Go Live

UAT Start

Post Migration SupportPost Migration Support

Op

era

tio

ns

Wave 1

Future Waves

Transformation Workshop

Baseline Long

Range Planning

Wave 1 Long Range

Planning (LRP)Wave 2 LRP

Repeatable Recipe

Example timelineAlign on the north star, create a roadmap, and build a foundation (baseline), then incrementally add capabilities to deliver priority outcomes


Building a high performing customer call center for salesforce.com

Customer Profile:

Industry:

Country:

Employees:

Website:

Customer: Salesforce.com, Inc.

Software as a Service

United States

49,000 +

http://www.salesforce.com

Salesforce.com is the world’s #1

Customer Relationship Management

(CRM) platform. Salesforce helps

marketing, sales, commerce, service, and

IT teams work as one from anywhere—so

customers can keep their customers

happy everywhere.“We successfully utilized AWS Professional Services’ knowledge and expertise of Amazon 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.”

Challenges

• Salesforce.com needed to

convert on-premises call centers

to a cloud solution

• Wanted to build a cloud based,

cost effective, scalable call

center to support over 4,000

agents

• Required full integration with

multiple Salesforce

organizations, including data

dips, screen pops customized by

LOB, call recordings,

transcriptions, queue metrics,

and contact trace data

Solution

• Inbound and outbound calling

using Amazon Connect in

Virginia, Frankfurt, and Tokyo

• Inbound call scripts in

12 languages

• Post call transcription via

Amazon Transcribe

• Amazon and Customer owned

Direct-In-Dial (DID) and Toll-

Free numbers to support local

presence

• Multi-LOB support for holidays

and hours of operation

• Create over 100 inbound and

outbound dynamic call flows

Results

• World-wide call centers set up

on AWS in Virginia, Frankfurt,

and Tokyo with multiple staged

go-live events

• All sales and support calls are

routing through Amazon

Connect call centers

• Migrated nearly 4,000 agents to

Amazon Connect call centers

• Reduction in total cost

of ownership

Zane Gamble, Product Manager


How we can help


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


Migration

Methodology

AWS

Investment

AWS

Training

Migration

Tooling

AWS

Partners

AWS

Proserve

AWS Migration Acceleration Program (MAP)


MAP Migration Methodology

Connect Migration Readiness Assessment

Rapid Migration Business Case

Rapid Discovery TCO Estimate

Accelerators

Briefings & workshops Immersion Day

Contact Center

Readiness Assessment

Contact Center Migration

Readiness Assessment

Create a case for change

Contact Center

Detailed Discovery

Environment

Setup

Skills/Center

of Excellence

Migration

Experience

Business

Case

Contact Center

Migration Plan

Operating

Model

Security &

Compliance

Mobilize through experience

Operate

Migrate

Optimize

Accelerate migrations, modernization

Assess Mobilize Migrate & Modernize


How AWS partners can help


Service Delivery Program (SDP) SI/Consulting Partners

New Zealand


Increased operational efficiencies using

AI/ML to generate automatic insights

HGS Inc. increases contact center productivity 29% by migrating to Amazon Connect with HGS Digital

To reduce their infrastructure costs, improve their service

offerings, and accelerate time-to-value for their customers,

HGS Inc. needed a cloud based solution that would work

within different customer environments. The solution

needed to support agents from multiple locations, enable

disaster recovery (DR) scenarios, integrate easily with

various CRM providers, handle spikes in demand—all while

enabling faster innovation for future demands.

The solution Key results

Faster time-to-value and innovation

on a modern, cloud-based system

Improved call quality and customer

satisfaction through intelligent services

29%Increase in the number of calls handled

80 hrsCut in analyst time per month

20%Increase in call quality

>40%Raise in CSAT score

40%Improvement in client efficiency


Case studyAre media contact center transformation powers business growth while slashing costs

Challenge“Post-implementation support can be exhausting.

With Engage for Amazon Connect, there was no

need to repeat training, everything was recorded

so agents could refresh easily if needed.… From

creation of a new agent until when they start

servicing a customer, it used to take 4–7 days.

Now it’s 1–2 days max.”

—Majdi Jebril

Head of IT, Are Media

Are Media’s contact center used an on-premise

Telephony-as-a-Service and a BPO service which meant

they were unable to service customers during the pandemic.

“The Are Media solution implementation was

one of the quickest ramp-ups we have ever

done. Coupling this with meeting bespoke solution

customizations and cross-timezone operational

on-boarding and training, we were extremely

proud to deliver the effective working solution

on time.”

—Alister Sheppard

Vice President of Customer Success, Local Measure

Solution

Are Media needed to move to the cloud and incorporate

email as an additional channel. Local Measure provided the

implementation of Amazon Connect and Engage for Amazon

Connect as the ideal solution.

Result

Are Media benefited through a simplified procurement process,

reduced implementation costs by 40% and reduced training time

of new agents by 75%.

Read more: https://www.localmeasure.com/case-studies/are-media-contact-center-

transformation-powers-business-growth-while-slashing-costs


Thank you!Naomi Hall

Sr. Enablement Consultant, AWS Professional Services

Kentis Gopalla

WW SI Practice Lead, AWS Partner Shared Services

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