This year, the focus goes beyond technology to mining business insights around how cloud enables strategic industry trends such as Open and Virtual Banking and Insurance, Security and Compliance, Data Analytics and AI/ ML, FinTech and RegTech, Surveillance and more through sharing of best practices and use cases. In sessions led by customers, partners, industry leaders and AWS subject matter experts, you’ll learn how AWS helps financial institutions to focus on the innovation and outcomes that truly drive business forward. Business stakeholders, market makers, and technology owners will all learn something new, valuable and actionable.

2. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Implementation of Amazon
Connect, Powered By Accenture
Dean Samuels
Head of Solutions Architecture
Amazon Web Services
Hong Kong & Taiwan
Karim Hopper
Financial Services Cloud Leader for
Asia Pacific, Middle East and Africa
Accenture

3. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Connect
Deliver innovative customer experiences with a cloud-
based contact center
Dean Samuels
Head of Solutions Architecture
Amazon Web Services
Hong Kong & Taiwan

4. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
“Using Amazon Connect has been an amazing – and amazingly
simple – experience. Since we launched Amazon Connect, the
contact center experience has become richer and more satisfying
for both customers and associates alike.”
- Rajiv Sondhi, Vice President of IT, Capital One

5. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Traditional contact centers are
not driving innovation

6. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Customers expect companies to
anticipate needs and make
recommendations
Call centers have become the
primary nexus between firms
and consumers, but are
difficult to modernize
It’s easier than ever for
customers to switch to a new
financial provider
Contact centers need to be more than transactional
Financial services contact centers provide customer service and impact customer retention –
but they face many hurdles to innovation.

7. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Is your contact center keeping up with your customers?
Consumers want issues resolved quickly, and addressed personally.
19%
Customers that will switch
providers if their issue isn’t
resolved during their first
contact1
1. Service Quality Measurement Group Voice of the Customer First Contact Resolution 2017 research
2. Bain & Company and Research Now 2017 survey
3. Accenture Financial Providers: Transforming Distribution Models For The Evolving Consumer 2017 study
Customers that would have
bought a product from their
primary bank if it had made a
personalized offer2
50% 63%
Banking customers that think
sharing data should result in
personalized products and
advice from agents3

8. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
The traditional model is difficult to transform
Customer Agent
Traditional contact centers rely on independent, third-party solutions that require separate
integrations between each layer, which can fail if a single service changes.
Partner solutions (e.g. anti-fraud)
CRM/WFM/Issue management software
Computer-telephony integration (CTI)
Call recording
Automatic Call Distributor (ACD)
Interactive Voice Response (IVR)

9. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect simplifies the contact center stack
Reduce the number of solutions and vendors you need to manage, easily integrate partner
tools like CRM software, and scale to meet your needs.
Partner solutions
(e.g. anti-fraud)
CRM/WFM/Issue
management
software
Customer AgentAmazon Connect
Computer-telephony integration (CTI)
Interactive Voice Response (IVR)
Automatic Call Distributor (ACD)
Call Recording

10. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
What problems does Amazon Connect solve?
X Long, complex contact center
deployments
X Proprietary 3rd party solutions, difficult
to integrate
X Unnecessary call transfers
X Manage vendors, hardware, and
telephony separately
X Impersonal, undifferentiated customer
experiences
X Limited customer data and insights
X Agents limited by location and access
to consoles
Traditional contact centers:
 Self-service configuration, set up in
minutes
 Open platform that easily integrates
with AWS services and partner tools
 Skills-based routing for incoming calls
 Call recording and high-quality voice
capability included
 Build dynamic and personalized contact
flows
 Real-time and historical data analytics
 Single console for agents to access
from anywhere
Amazon Connect:

11. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
With Amazon Connect, drag and drop to create customer contact flows without coding and
start anticipating customer needs.
Build dynamic and personalized customer experiences
Customer
identified upon
dialing contact
center
Amazon Connect
gathers customer data
from CRM and other
software
Amazon Connect
routs customer to
appropriate function
or agent
Customer has
conversational
interaction with
chatbot using
Amazon Lex

12. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
“Your claim has
been approved and
the funds will be
deposited in your
checking account
within 24 hours.”
“Yes, I’d like
to know
when I’ll be
paid for the
storm
damages.”
“Thank
you so
much!”
Data
dip
“Hi Julia de
Florio, I see you
recently filed a
claim on your
homeowner’s
policy. Are you
calling to check
on its status?”
Incoming
customer
call
Insurance customer experience contact flow
CRM
details
Amazon Connect makes it easier for your customers to check a claim or other transaction
status. Listen to these examples:

13. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
“Ok, I have flagged
this as a fraudulent
transaction and
our team will
investigate. The
funds will be
returned to your
account within 2
business days.”
“Yes, that
wasn’t me. I
need to
report
fraud.”
“Great.
Thank
you!”
Data
Dip
“Hello Erik
Barnes, I see
you withdrew
$5,000 from
your account
today. Was this
a mistake?”
Incoming
customer
call
Banking customer experience contact flow
CRM
details

14. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect is an open contact center platform
Integrate with workforce
management for scheduling,
tracking, and forecasting agents and
contact center traffic
With built-in integrations to popular tools like Salesforce, and an API for custom integrations.
You own your data - utilize it in the
ways that best suit your business,
including exporting to third-party
applications and services.
Use Amazon S3 and Amazon
Kinesis to store recorded calls
and stream contact records to a
data warehouse
Provide dynamic and personalized
customer experiences, and
intelligent call routing, with AWS
LambdaAWS Lambda
Amazon Connect

15. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Case Study: Mutual of Omaha
Implementation powered by
Accenture
Karim Hopper
Financial Services Cloud Leader for Asia Pacific, Middle East and Africa
Accenture

16. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Fortune 500 company founded in 1909
Headquarters in Omaha, Nebraska
Sell a diversified line of individual and group life,
health, annuity, investment and banking products
Finished 2017 with record
financial performance:
$38.5 billion in consolidated total assets
$7.9 billion in revenue
$3.0 billion statutory surplus

17. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Building alignment Maturing our strategic
capabilities
Committing to a
customer-focused strategy
Creating clarity
2015
2017 20182015 2016
2016 2017 2018
Defining customer segments
Re-aligning our organization
around our customers
Creating a competitive
advantage
Delivering value to
customers in a relevant way
Declaring our
customer-focused intent
Defining our mission,
vision and values
Building a roadmap
Defining transformational
initiatives
Mutual of Omaha’s Journey to Customer Centricity

18. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Mutual of Omaha’s Contact Center landscape
Customer
Interaction
Individual products Group products
Agent & Broker Direct to Consumer
All group productsHealth Life Annuity Health Life
Sales
Service
Claims N/A
Sales performed by agents/brokers
Mostly 3rd
parties
Policy Owner Services
Life
Claims
Cancer hospital
claims
Medicare
Supplement
Life
Claims
Cancer hospital
claims
Medicare
Supplement
Sales by employees via brokers
Group Policy Services
Group Claims
Direct Sales
Center
Direct Sales
Center
Policy Owner
Services
Direct Sales
Center

19. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Example Mutual of Omaha Call Flow
1 2 3 4 5 6 7 8 9 10 11
Emotional
Journey

20. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Enhanced Call Flow + Experience using Amazon
Connect
Emotional
Journey
1 2 3 4 5 6 7 8 9 10 11

21. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Mutual of Omaha – Contact Center Service Practice
Accelerate enable
customer self-service
(ECSS) initiative
Develop scalable
and flexible contact
routing model
Build service practice
capability teams
Tactical & support
initiatives
transformation
initiatives
1 2 3 4

22. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Mutual of Omaha’s Contact Center Strategy
Unified
Customer
Experience
Digital
Alignment
Customer
Mobility
Efficient
Operations
Customer
Centricity
Key question
Can our current technology
meet our business strategy?
The Contact Center strategy will support
Mutual of Omaha’s vision and deliver:
• Robust customer self-service options
• Consistent associate desktop
• Advanced in-call knowledge tools
• Simplified internal processed for
servicing requests

23. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Technology Assessment Against Business Strategy
Data
Collection
Leverage Accenture’s
Capability Framework
Technology
Gap Analysis
Analyzed existing documentation
and conducted interviews with key
EA, IS and business representatives
to capture data, understand current
state, and validate key pain points.
Based on the results of discovery,
assessment against Accenture’s
Capability Framework and gaps to
the Business vision and strategy, we
created the technology roadmap to
meet the business strategy.
Leveraged Accenture assets and
industry experience to structure the
assessment, tailoring the framework
to meet Mutual's desired business
strategy and vision.
We conducted an eight-week gap analysis and roadmap project to
define the technology required to implement the business strategy.
ActivitySummary
ActivitySummary
ActivitySummary

24. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Foundational LeadingIncremental
No CapabilityFully Present
Contact Center Capability Assessment
Partial
Telephony and
Communications
Multi Channel
Analytics and
Reporting
Workforce
Optimization
Self Service
Associate
Desktop
Real Time &
Historical Reporting
Root Cause
Analytics
Performance
Management
Call & Screen
Recording
Campaign
Management
IP PBX
CTI Screen Pop
Natural Language
Speech Recognition
DTMF Online Portal
Basic Voice
Routing
Email & Fax
Response
Omni-Channel Video Calls
Workflow
Management
UC Client Enterprise CRM Integrated
Knowledge Base
Speech Analytics
eLearning
Next Best Action
(Machine Learning)
SIP
Remote Expert
Outbound Dialer
Voice Biometrics
Skills Based
Routing
Sentiment
Analysis
Workforce
Management
Remote Work
Visual IVR
Call Back
SMS Response
MPLS
Mobile
Unified Desktop
AI Assistant
Click to Call
Predictive
Analytics
Robotic Process
Automation (RPA)
Desktop Analytics
Click to Chat
AI Assistant
Cloud TelephonyTDM PBX
Directed Speech
Recognition
Source: Discussions with Mutual of Omaha IS and EA teams and from Accenture Contact Center analysis.

25. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Adopting a CCaaS Approach
Source: Accenture analysis.
CCaaS On-PremisesIaaS
Shift of implementation and delivery risks
to the provider
Flexibility in feature and functions
Shared hosting and support costs
Managed Service included in the Service
Typical Characteristics Typical Characteristics Typical Characteristics
Key Benefits
Operating Model
Key Benefits
Operating Model
Key Benefits
Operating Model
Business has limited capital requirements
Business prefers “pay-by-the-drink” Opex model
Generally a lower number of seats (<2,000) and/or
standard setup with lower level customizations
Business wants flexibility to quickly add/remove
services and features based on business needs
Business has variable call volume requirements
Business has capital budget to purchase and
maintain equipment outright
Hosting abilities are limited or less preferred
High number of seats (>2,000) and/or highly
customized setup
Technology has the necessary resources/skills
to support the solution
Leveraging a shared platform, while
maintaining control over the Vendor A
components directly is preferable
Ability to source basic operating system
operations with greater redundancy while
maintaining the solution autonomy
Solution operated by Technology
Managed Service solution is available
Customer has capital budget to purchase and
maintain equipment outright
Customer has sufficient facilities resources to
host highly available solution components
High number of seats (>2,000) and/or highly
customized setup
Technology has the necessary
resources/skills to support the solution
Security concerns (customer does not want
to use a shared / multi-tenant platform)
Ability to maintain control of environment
and operations from cradle to grave
Solution operated by Technology
Managed Service solution is available

26. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Contact Center - Final vendor selection
Assessment criteria
26
Assessment
Final Vendor
Recommendation
10 Year TCOFunctional Assessment
Security AssessmentTechnical Assessment
Vendor Presentation
CCaaS Capability Map Strategic Fit

27. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Connect 14%
Vendor B 14%
Vendor A 5%
Vendor C 50%
No Response 18%
Connect 68%
Vendor B 14%
Vendor A 0%
Vendor C 14%
No Response 5%
Connect 77%
Vendor B 9%
Vendor A 0%
Vendor C 14%
No Response 0%
Stakeholder Survey Results
RFP Scoring OverallVendor Demos

28. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Amazon Connect Assessment Results
Amazon won in 6 of the 7 assessment areas
10 Year TCOFunctional Assessment
Security AssessmentTechnical Assessment
Vendor Presentation
CCaaS Capability Map Strategic Fit
1 2 3 4
Vendor B Vendor C Vendor A

29. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Proof of Concept Goals
Prove TestUnderstand
that Amazon Connect can
deliver an exceptional
customer experience to
Mutual customers
the integration capabilities
of Amazon Connect
the capabilities and limitations
of Amazon Connect

30. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
10:00pm
January 2nd : Timeline of events
6:00pm4:00pm
Carrier Call routing and
PBX issue identified
07:00am
Outage detected
Telephony team works to restore service
Carrier routing
restored
Team mobilized
Contact Center
Buildout
New numbers and
emergency calls
flows ready to be
put into operation
Executive
leadership reaches
out to POC team
Team Builds
the solution
Contingency Connect
platform in place

31. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
AWS Us-East-1
Building the AWS infrastructure
Accounts and VPC for Prod/Non-Prod:
• Shared Services
• Workplace & Emerging Services
• Senior Health
• Solution Architecture
• IS Security
• Life Insurance
• Call Centre as a Service (CCaaS)
• Sandbox
• Acct: IS Security
• Production VPC
VPC
VPG
DX Virtual
Interface (VIF)
to each VPC
VPCVPC
• Acct: Shared Services
• Production VPC
RODC
VPG
VPC
• Acct: Life Insurance
• Production VPC
VPC
VPG
VPC
• Acct: CCaas
• Production VPC
Lambda
Lex Polly
Elastic Search Kibana
VPC
VPG
Internet
• DX Circuit
• 1G port
• 10Gbps Router
• 10Gpbs FW
Internet
MoO WANCRM
MoO Site
Omaha Blair
MoO Site
PSTN

32. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Callback
Start Check working hours
Queue 1 Queue 3Queue 2
Gather customer information
Queue
Treatment
Queue
Treatment
Queue
Treatment
After hrs
Gather customer intent
What are your working hours?
What is your after hours treatment?
Do you use voicemail?
Do you have special messaging?
How are your representatives organized?
What skills do they have?
Do they answer multiples queues?
What are your frequent transfers?
Who are your callers?
Why do they call you?
What kinds of questions do they ask?
What information could you gather from
callers before they speak with someone?
Do you have any self-service functionality?
Transfers
What is your current queue treatment?
Do you have special messaging?
Do you want callback functionality?
Creating a Repeatable Process for Building Call Flows

33. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Sprint 1: Building the HR Contact Center
Start
Blacklist
Queue
Treatment
Queue
Treatment
Queue
Treatment
Emergency Working HRs
Gather customer intent:
Please let us know why you are calling today
and we will route you to the correct area's voicemail.
Queue
Treatment
I’ll connect you
with a corporate
learning specialist
Someone at the business
partner hotline can help
I’ll connect you with
a payroll specialist
I’ll connect you
with a talent
acquisition specialist
I’ll connect you with
a benefits specialist
Queue
Treatment
Corporate learning queue Business partners queuePayroll QueueTalent acquisition queue Benefits queue
Amazon Connect
Amazon Lex
Amazon Polly
Call logging & reporting
Voice
Mail transfer
AWS Lambda
Amazon DynamoDB
Amazon Elasticsearch ServiceAmazon Simple Storage Service (S3) Amazon Cloud Watch
Gather customer intent:
Thank you for calling the HR department.How can we help you?

35. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Successes to date
700
live agents
in production
140+
contact flows
50+
Lex bots
180+
Lambda
functions
90+
call queues
Key takeaways
Connect is a very different technology solution
Address the need for organization and skill change
Address change at all levels

36. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
***Confidential - For Company Internal Use Only***
Artificial Intelligence
and Automation
Future plans
Analytic-driven call
flow optimizations
Omni-channel
integration
Enhanced data-driven
call flows

37. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Scan the QR code on your
badge and complete the
online survey to receive an
AWS passport holder or a
travel organizer at the
reception counter
AFTER 3pm.
YOUR FEEDBACK IS IMPORTANT TO US

38. Thank you!
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Karim Hopper
karim.hopper@accenture.com
Dean Samuels
dsamuel@amazon.com