Hi.
Welcome to another episode of 'This is Architecture'.
I'm Jhalak, and we have Shaun from Contact Suite today.
Hi Jhalak.
It's great to be here.
Thanks, Shaun.
Why don't we start with telling us about yourself and Contact Suite?
Yes.
Contact centers now more than ever need to be agile,
flexible and scalable without the compromise of quality or agility.
Now Contact Suite the product
which allows Contact Centers to scale.
It enhances the agent experience,
but allowing both Contact Centers to both scale people
as well as systems.
Right, I would love to see how you scale people.
Let's walk straight into the architecture.
Right, so we have our caller here.
Caller Carrie needs some help from the Contact Center.
She will make a call, which is delivered into Amazon Connect.
This will be chat or voice.
At the same time agent Andy,
who has only just started with the Contact Center today
logs in to Contact Suite via his browser
using 2FA of course.
Call her Carrie.
Comes into Amazon Connect.
She might go into an IVR,
interact with the IVR and then the call due to integration
between Connect and Contact Suite directly.
The call will be presented directly to agent Andy
using the same browser he's already logged into.
Right.
So I'd love to see how you mention security here.
And how do you optimize time for agent Andy?
Well, agent Andy using some smart automation
and self-service.
On the IVR Carrie will input either touch tone or voice commands.
Now with logic through that and Connect contact flows
and the use of Lambda that will determine
whether the call needs to be dealt with agent Andy,
if it's slightly more complex,
or it can go through that self-service automated process.
We have some microservices in the ECS platform,
which will connect out to some third party CRMs.
Although likes of Siebel or Salesforce or so on.
And then through, if they do need to go through agent Andy
agent, Andy will receive a screen pop from Contact Suite.
This is a customized form, which will have information,
questions, or processes that Andy has to follow.
Alongside that we have our Sense IQ knowledge base.
Now Sense IQ can be embedded within that same contact suite screen pop,
or agent Andy can have it on a separate browser instance.
All these tools together really help agent Andy
deal with Carrie's call on that first call.
Right, it is cool to see how agent Andy is now enabled
on his first day with knowledge base, and self-services.
You mentioned you have chat and voice, do you get emails as well?
Yes we do.
We certainly do.
Email is a big part of Contact Centers these days.
We currently use SES with Amazon.
Now emails are handled in Contact Suite exactly the same as a chat or a voice.
We can use the same automation using ECS microservices,
if they need to go to CRMs.
And they're presented through to agent Andy
exactly the same with a screen pop.
Cool.
So chat, voice, emails, all covered.
Do you have to measure statistics or KPIs for Contact Center?
Yes.
So KPIs and reporting are really crucial for Contact Centers.
So we retain data,
and we get the data directly from Connect
from Contact Suite itself, and even Sense IQ.
Now these reports, these can be served directly into Contact Suite.
They can be individual reports that get sent out to customers
or data can be put into tools using QuickSight or the likes of Power BI.
Wow, it is great to see how Contact Center is able to scale
and provide better customer experience using AWS services.
Thank you, and we are really excited to see
what AWS services are coming up next.
Thanks, Shaun, for sharing this architecture.
And thanks for watching 'This is My Architecture'.