Amazon Connect
How Amazon Conenct and Salesforce Service Cloud Deliver
Personal and Natural Customer Experiences
Chris Bergin
Principal BDM
Amazon Connect
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Cirrus Energy
A Renewable Energy Company that sells and services wind turbines
Ty p i c a l C u s t o m e r E x p e r i e n c e
• Touch-tone menus
• No personalization
• No intelligence
• No data shared from IVR to Agent
Ideal Customer Experience
• Personalized
• Natural language
• Understands intent
• Uses data throughout IVR and Agent experience
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Amazon Connect
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 Call Real time and High-quality
[Automatic Call recording historical-analytics voice capability
Distribution (ACD)]
Amazon Connect setup
15 Mins:
•Create Amazon Connect instance
•Claim phone number
•Make a test call
•Build Cirrus Energy’s contact flow
connect-e363f55bf7c5/connect/cirrusenergycorp
/aws/connect/cirrusenergycorp
https://cirrusenergycorp.awsapps.com/connect/home
/aws/connect/cirrusenergycorp
Amazon Lex integration
15 Mins:
•Create Amazon Lex chatbot
•Integrate bot with Amazon Connect contact
flow
•Make a test call
Amazon Connect CTI Adapter
for Salesforce Service Cloud and Salesforce Sales Cloud
Prebuilt integration from AWS
Simple self-service
Extensible, free, and open source toolkit
Salesforce CTI Integration
15 Mins:
•Install AppExchange package
•Configure Call Center
•Enable Users
•Answer a test call
Live
Demonstration
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Thank you!
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
