- Hi, I'm Titiksha Singh,
a Specialist Solutions Architect for Amazon Connect,
an easy-to-use omnichannel cloud contact center
provided by AWS.
Traditional contact centers are expensive to maintain,
difficult to scale,
and even the simplest of changes can take months to make.
We realize this at Amazon.com,
and so we built our own scalable contact center solution,
Amazon Connect.
Amazon Connect is built
to seamlessly deliver dynamic, natural,
and personalized experiences
that enhance your customer service.
You can build high-quality voice, chat,
and self-service experiences
to support your customers from anywhere.
Amazon Connect is artificial intelligence
and machine learning enabled by default.
Meaning, it's very easy to implement features
like automated customer interactions,
customers sentiment analysis, caller authentications,
and you can also quickly make changes
to existing capabilities like your IVR
and your chat bot designs.
So, in the next minute, I'm going to show you
how easy it is to set up an Amazon Connect contact center
with just a few clicks.
Seriously, that's it.
Let me show you how.
The first step in setting up
your Amazon Connect contact center
is to create a virtual contact center instance.
An instance contains all the resources
and settings related to your contact center,
such as your phone numbers,
your user accounts, contact flows,
or your IVR scripts or logic,
routing and queuing configurations,
your call recordings, your reports, et cetera.
Let's click on Create Instance.
You start by choosing how you want
to manage your user accounts.
You can store your users in Amazon Connect
or link an existing directory to your Connect instance.
Next, you configure an administrator user
for your Amazon Connect instance.
(light music)
Now that you've added an administrator,
the next step is to configure the telephony options
for your instance.
You choose whether you want your agents
to receive calls from customers,
make outbound calls, or both.
The next step is to configure data storage options
for your Amazon Connect instance.
When you create an instance,
an Amazon S3 bucket is created for your storage by default.
Your Connect data such as your call recordings,
chat transcripts, and reports are stored
in this Amazon S3 bucket.
After reviewing your settings, click on Create Instance.
And that's it.
In just a few clicks,
you've created your contact center with Amazon Connect.
You can now add phone numbers and agents to your instance.
You can configure routing, queuing, and analytics.
You can create a contact flow or IVR script
to define your customer experience
with your contact center from start to finish.
You can also configure agent assist features
such as Customer Profiles and Wisdom,
or contact center analytics features such as Contact Lens,
or enable real-time caller authentication with Voice ID.
All of this can be done
via a single intuitive user interface
that provides you the agility
and flexibility your business needs
to manage your contact center.
And now that you are in the Amazon Connect instance
that you just created,
you can claim a phone number.
This is the number that your customers will call
to reach your business.
You can select from the list of direct inward dial numbers
or toll-free numbers from the dropdown.
So, now, I'll go ahead and select the country,
the number type, which is direct inward dial,
and then the first available number from the list.
After you've claimed a phone number,
you can now place a call
to Amazon Connect's default contact flow.
I am now going to make a call
to the phone number we have just claimed
so that we can listen
to the default Amazon Connect contact flow.
(line rings)
- [Prompt] Hello, thanks for calling.
These are some examples
of what the Amazon Connect Virtual Contact Center
can enable you to do.
Press 1 to be put in queue for an agent,
2 to securely enter content.
- And that's it.
Amazon Connect uses a low pay-as-you-go pricing model
with no long-term commitments, licensing agreements,
or maintenance fees.
This means that you can create your first contact center,
experiment with new features and make changes,
and only pay for the amount of minutes
or chat interactions used.
Amazon Connect makes it easy
to automate customer experiences across different channels
with skill-based routing,
powerful, real time, and historical analytics,
and easy-to-use in intuitive tools
for your agents, supervisors, and customers.
Amazon Connects simplifies your contact center operations,
improves your agents' efficiency, and lowers your costs.
In minutes, you can set up an omnichannel contact center
enabled with machine learning
and artificial intelligence power tools,
and scale instantly to support millions of customers
at a lower cost.
We hope you have enjoyed this demonstration.
For more information about Amazon Connect,
please visit aws.com/connect.