large volume of enquiries by telephone. ▸An inbound call center is operated by a company to administer incoming product or service support or information enquiries from consumers. ▸It can be independently operated or networked with additional center, often linked to a corporate computer network, including mainframes, microcomputer/servers and LANs. 5
TOO EXPENSIVE. ▸for example in JAPAN ▸PBX(Private Branch Exchange) ▸JAPAN : about 100,000 ~ 1,000,000 JPY ▸Philippines : about 45,000 ~ 450,000 PHP ▸Business Phone for Contact center ▸JAPAN : about 50,000 ~ 100,000 JPY ▸Philippines : about 27,500 ~ 45,000 PHP ▸It takes MONTHS to build a contact center. 6
TO MAINTAIN the contact center. 1. PBX and MODEM and VPN etc ... 2. If the contact center has a maintenance contract, business travel expenses will be required 3. Scale out when the call access is concentrated Scale in when the call access is not concentrated ▸The place to install various equipment ▸Expenses for expansion or contraction 7
▸Amazon Lambda ▸(Access the data of CRM or database) ▸Amazon S3 ▸(Store call recoding) ▸Amazon Kinesis ▸(Streaming detailed contact records in real-time) ▸Amazon Lex ▸Salesforce with Amazon Connect CTI Adapter ▸Zendesk 11
minimum monthly fee. ▸Pricing is not based on capacity, agent seats, or maintenance. Service Charge per minute l Determine by the minutes your end-customer is connected. l 0.0180 USD per minute Claimed Phone Number per day l DID(Direct Inward Dial) / Toll Free l DID : 0.1300 USD per day l TOLL FREE : 0.4800 USD per day Inbound Usage per minute l Inbound Call (TOKYO)/ Outbound Call l Inbound(DID) : 0.0030 USD per minute l Inbound(TOLL FREE) : 0.4800 USD per minute l Outbound : 0.1673 USD per minute(PHLà JPN) TOKYO(ap-northeast-1) reference: https://aws.amazon.com/jp/connect/pricing/
operational efficiency ▸1. Visualize about count of agent ▸Number of ONLINE agents ▸Number of INQUIRY agents ▸etc... ▸2. Visualize about performance ▸Count of WAITING INQUIRIES in the queue ▸Maximum time that inquiry waits in the queue ▸Count of INQURIES answered by the agent in the queue 17
you are ▸Available to use Amazon Connect from anywhere with a browser. ▸Support Browser (REQUIRES WebRTC) ▸Google Chrome (the latest 3 versions) ▸Mozilla Firefox ESR (only latest version) ▸Mozilla Firefox (the latest 3 versions) ▸ADDITIONAL INFOMATION ▸We can use Amazon Connect on Chromebook and Amazon WorkSpaces too. 19
1. Call recoding. 2. Rapid increase or decrease the seat. 3. Connect to the person who left the incoming call. 4. Changed response outside business hours 5. Administrators can listen to operator speech communication. ▸Unavailable 1. Internal Phone 2. Simultaneous call 3. Reception and Transmission with Cellular Phone
services ▸ Automatic collection and analysis of inquiry data including voice ▸ Product failure status before recall, inquiry trend analysis, document improvement, use for WEB FAQ proposal 22 Amazon Connect
living abroad call the customer in JAPAN. ▸When use the cellular phone , will be charged for a lot of charge. ▸But Succeeded in reducing usage charges by using Amazon Connect. ▸Calls can be made using SIM for data communication ▸When using CCP, a bandwidth of 100kbps is required as a network requirement. ▸Therefore when you go out of the office, you can connect your cellular phone and use Amazon Connect.
to understand what you can and cannot do with Amazon Connect ▸No result unless you challenge ▸Try to use Amazon Connect ▸and ▸Next you will talk about Amazon Connect.