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Amazon Connect

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5 views

Amazon Connect

Uploaded by

ysahoo53
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Amazon Connect

How Amazon Conenct and Salesforce Service Cloud Deliver


Personal and Natural Customer Experiences

Chris Bergin
Principal BDM
Amazon Connect
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Cirrus Energy
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
• Touch-tone menus
• No personalization
• No intelligence
• No data shared from IVR to Agent

Ideal Customer Experience


• Personalized
• Natural language
• Understands intent
• Uses data throughout IVR and Agent experience
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Amazon Connect
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 Call Real time and High-quality


[Automatic Call recording historical-analytics voice capability
Distribution (ACD)]
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 Adapter
for 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
Live
Demonstration

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

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

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