This document summarizes a presentation about Amazon Connect. It discusses how Amazon built its own contact center solution after finding that existing products could not meet its needs to support over 70,000 customer service agents across dozens of languages and countries. The presentation then highlights key features of Amazon Connect, including its scalability, cost effectiveness, automation capabilities, analytics, and mobility. It also shares how Los Angeles County implemented Amazon Connect to improve customer experience, agent productivity, and reduce annual costs by 60% compared to its legacy infrastructure.

1. P U B L I C S E C T O R
S U M M I T
WASH INGTON, DC

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S U M M I T
Amazon Connect
Create an exceptional contact center
Mike Vozas
America’s Technical BD
Amazon Connect
2 9 5 5 1 1
Jason Shaffer
America’s Technical BD
Amazon Connect

3. P U B L I C S E C T O R
S U M M I T
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Over 70,000 Customer Service Associates
Amazon strives to be earth’s most
customer centric company
Millions
of customers
Dozens
of languages
32
countries
Amazon Customer Service supports…

4. P U B L I C S E C T O R
S U M M I T
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
We needed the right contact
center technology to deliver on our promise

5. P U B L I C S E C T O R
S U M M I T
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Heavy professional
services
Hardware, telephony
integration, space
Complex
pricing
Security, scalability,
reliability
Difficult
integrations
Cumbersome
tools
Products in the marketplace couldn’t meet
our expectations

6. P U B L I C S E C T O R
S U M M I T
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
So we built it

7. P U B L I C S E C T O R
S U M M I T
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
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
[Automatic Call
Distribution (ACD)]
Call
recording
Real time and
historical-analytics
High-quality
voice capability
Amazon Connect

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P U B L I C S E C T O R
S U M M I T
Differentiators
No-hassle
telephony
AWS services
and partners
10 years of
experience
Pay-as-you-go
pricing
Dynamic, personal, and
natural contact flows
Self-service
configuration
Programmatic
through APIs
123
100%
cloud-based

9. P U B L I C S E C T O R
S U M M I T
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Amazon Connect
Pay only for the value delivered to your customers
No hassle
telephony
No required
commitments
No hardware or
space required
Automatic
Scaling
Pay as
you go
Customer
Connected Minute

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P U B L I C S E C T O R
S U M M I T
Demonstration

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P U B L I C S E C T O R
S U M M I T
Los Angeles County
Internal Services Department
Benny Chacko
Deputy General Manager
Los Angeles County, Information Technology Services

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P U B L I C S E C T O R
S U M M I T
LOS ANGELES COUNTY, ITS
ENTERPRISE CALL CENTER

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P U B L I C S E C T O R
S U M M I T
Call Center Challenges
LONG HOLD TIMES!!!!
 Hold times during peak hours can be up to 54 minutes
 Average hold time is 6 minutes
Very Limited Automation
 Only password resets are automated
Customer Surveys
 5% of our calls are surveyed (On a good day!!!)
Adding upfront messages requires VoIP engineer
 Causes delays in getting information about service interruptions to users in a timely manner
Call statistics reporting is difficult to obtain and interpret
 Extensive manual effort is required in order to obtain accurate assessment of data
Legacy infrastructure and high cost to support

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P U B L I C S E C T O R
S U M M I T
IT Incident Metrics

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P U B L I C S E C T O R
S U M M I T
What We Wanted!
Improve the customer experience
• Reduce hold times
• Automate simple calls
• Provide accurate and quick information to users during outages
• Get a better understanding of what our customers truly feel about our services
Improve agent productivity
• Allow the agents to focus on the more complex issues that require agent interaction
• Agents will have more time to spend on team building exercises and most importantly
individual development through training during their work shift
Mobility and flexibility of agent deployment
• The ability to spin up a call center remotely to handle an emergency incident
• Telework

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P U B L I C S E C T O R
S U M M I T
Enterprise Contact Center Solution

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P U B L I C S E C T O R
S U M M I T
Benefits of Amazon Connect
• Simple Management - Custom and easy workflows
• Highly Scalable (no infrastructure to deploy)
• Cost effective (Pay as you go)
• Interaction automation allows customer issue resolution without agent
intervention
• Reduced hold times through AI capabilities
• Simple CRM integrations
• Call Recording with sentiment capabilities
• High Quality Voice Capability
• Robust real-time and historical analytics
• Skills-based routing
• Multiple languages supported
• Transcribe (Speech to Text capabilities and Text to Speech)
• Mobility and flexibility of agent deployment

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P U B L I C S E C T O R
S U M M I T
Annual Cost Savings of
60%
Cost Savings

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P U B L I C S E C T O R
S U M M I T
• Mobility
• Digital Civic Engagement
• Real-time Customer
Analytics
• Culture Change for Contact
Center Agents
Key Takeaways

20. Thank you!
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.P U B L I C S E C TO R
S U M M I T
Benny Chacko
Deputy General Manager, ITS
Los Angeles County
Mike Vozas
Jason Shaffer
AWS Connect Specialist & SA

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S U M M I T