Introduction of Amazon Connect

https://www.meetup.com/ja-JP/AWS-Usergroup-PH-Central-Visayas/events/266066364/

Transcript

1. Introduction of Amazon Connect AWS User Group Central Visayas – 8th Meetup
2. Who am I ? ◦ Organizer of JAWS-UG (AWS UserGroup JAPAN) ◦ AWS Samurai 2017 ◦ My Favarite AWS Service AWS Lambda Amazon Connect • DAIKI MORI
3. Introduction of Amazon Connect 3 ▸Today's GOAL ▸Get to know Amazon Connect ▸Introducing the Amazon Connect CASE
4. Amazon Connect 4
5. Amazon Connect ▸About Contact Center(from Wikipedia) ▸Receiving or transmitting a 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
6. Amazon Connect ▸ISSUES of Contact center ▸The initial cost is 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
7. Amazon Connect ▸ISSUES of Contact center ▸It is very DIFFICULT 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
8. Amazon Connect 8
9. Amazon Connect ▸Settings such as contact flow are very easy ▸Can begin talking call in a few click within minutes. ▸Drag and Drop Contact Flow Editor allows you to create. ▸No Coding. 9
10. 10 Amazon Connect
11. Amazon Connect ▸Easy integration with AWS services and third-party products ▸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
12. Amazon Connect ▸Routing of Skill base ▸Connect to the right agent to minimize waiting time. ▸Agent skill set to solve problems efficiently 12 Check the Skill NEW INQUIRY CANCELLATION I want to make an inquery
13. Amazon Connect ▸Routing of Skill base ▸Connect to the right agent to minimize waiting time. ▸Agent skill set to solve problems efficiently ▸Check agent availability 13 Answering Available Answering Answering Answering Answering Answering Answering Answering Answering Answering Answering Answering Answering Answering Check agent
14. Amazon Connect 14 ▸Pay As You Go ▸There is no minimum monthly fee. ▸Pricing is not based on capacity, agent seats, or maintenance.
15. Amazon Connect 15 ▸Pay As You Go ▸There is no 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/
16. Amazon Connect ▸Analyzing data such as history in real-time ▸Visualize operational efficiency 16
17. Amazon Connect ▸Analyzing data such as history in real-time ▸Visualize 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
18. Amazon Connect 18 ▸Now Available Region ▸North Virginia (us-east-1) ▸Oregon (us-west-2) ▸Sydney (ap-southeast-2) ▸Frankfurt (eu-central-1) ▸Tokyo (ap-northeast-1)
19. Amazon Connect ▸Available if you can connect to INTERNET wherever 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
20. Amazon Connect 20 ▸Avaiable and Unavaiable with Amazon Connect ▸Avaiable 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
21. Introducing the Amazon Connect CASE
22. ▸ Utilizes automatic speech recognition and natural language processing (NLP) 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
23. 23 Amazon Connect ▸The Case In My Company ▸Sales Staff 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.
24. Introducing the Amazon Connect MY CASE
25. ▸Call using Amazon Alexa and Amazon Connect ▸demo https://www.dropbox.com/s/46uszqfb6kkyy93/IMG_0006.MOV 25 Mobile client Mobile client Amazon Connect
26. 26 ▸I won Award of CloudNative Architecture Alexa Skill Award Event in JAPAN. Amazon Connect
27. 27 ▸I won Award of CloudNative Architecture Alexa Skill Award Event in JAPAN. Amazon Connect
28. Closing
29. Amazon Connect 29 ▸Very Easy to build ▸But you need to understand what you can and cannot do with Amazon Connect ▸No result unless you challenge
30. Amazon Connect 30 ▸Very Easy to build ▸But you need 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.