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© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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
© 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
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
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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?
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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/
© 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.
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
© 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
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)
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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
© 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.
Migration
Methodology
AWS
Investment
AWS
Training
Migration
Tooling
AWS
Partners
AWS
Proserve
AWS Migration Acceleration Program (MAP)
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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
© 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.
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
© 2021, Amazon Web Services, Inc. or its affiliates. All rights reserved.
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