To best understand Capital One and its long-term strategy, it helps to think of the company not as a bank—despite the fact that the diversified financial services company is, in fact, one of the ten largest U.S. banks by assets and deposits—but as a digital technology company that offers banking services.
“We are in an industry that continues to see dramatic changes, and our focus at Capital One is one of innovation and thinking like a tech company to meet those changes head-on. It's a matter of speed, agility and meeting customers' quickly changing needs. Amazon Connect lets us use the latest technology to enable innovative digital services that help us meet customer and employee expectations faster than ever.”
Gill Haus, SVP, CIO Retail and Direct Bank - Capital One
At GE Appliances, we make life better by designing and building the world's best appliances. From design to production to service, our goal is to help people improve their lives at home.
“GE Appliances processes millions of minutes of customer calls a month. Using Amazon Connect, Amazon Lex, and Amazon Polly, we can automate simple tasks such as looking up product information, taking down customer details, and answering common questions before an agent answers. This in turn helps us give back time, the most precious commodity, to our consumers. We added Amazon Transcribe to create call transcripts for automated analysis to continuously improve the process.”
Byron Guernsey, Chief Strategist – GE Appliances
Intuit is a provider of innovative financial management solutions, including TurboTax and QuickBooks, to approximately 50 million customers worldwide.
“At Intuit, we often say we’re customer obsessed. To achieve this, our customer success team is critical. With the seamless integration between Amazon Connect and Salesforce, we’re unleashing the power of technology to customize the agent experience through data. We’re improving agent productivity and allowing the agents to focus on customers, not their tools, to provide the best possible customer experience."
Loren Lacy, Group Product Manager, Customer Experience Technology - Intuit
“At Fujitsu, as a global IT Services company, we exist to keep our customers’ businesses running, and strive to give the best possible experience across every customer touchpoint. This means that our global contact centers, which run 24/7/365, often supporting critical national infrastructure, need to be equipped to enable teams to perform to the highest standards, consistently delivering the great experience that our customers expect. In our continual pursuit to evolve the way we deliver services, we implemented Amazon Connect as a 2-month proof of concept, with 150 agents initially supporting 18 key customers from one of our contact centers. In this timeframe, with ~30,000 individual customer interactions, totaling >5,100 hours of customer contact, we made marked improvements in our customer experience. With rapid ‘new agent’ on-boarding, combined with automated call recording, sentiment analysis, and integrated call-back features, we were able to help customers faster, while simultaneously improving service quality. Moreover, with Connect’s in-built automation handling laborious tasks, we were able to be more agile and focus resources on higher value tasks. Following the success of this pilot, recognizing the benefits that Connect has had on our customer and employee experience, we are implementing Connect globally. With >4,000 agents equipped with Connect, supporting >135 of our customers, we will be delivering additional value across >302,000 monthly customer interactions, further improving our global consistency. Additionally, with no dependency on disparate, on-premise systems, in addition to driving customer experience improvement, Connect will play a crucial role in our contact center service evolution.”
Fleur Copping, VP Head of Global Strategic Alliances - Fujitsu Group
At Square, we believe everyone should be able to participate and thrive in the economy— we're building easy tools to empower and enrich everyone. Square’s business products help sellers accept payments, make informed business decisions, manage orders, engage customers, and gain access to business loans. Square’s consumer products offer an ecosystem of services for individuals, providing financial access to all and allowing anyone to send, spend, invest, and save money all from one app.
"Amazon Connect has played a key role in improving both the customer service and sales experiences across Square. Along with Amazon Lex and AWS Lambda, Amazon Connect helped change the way we engage with our customers by more efficiently getting them to the information they seek. We know we can rely on Amazon Connect since it is built on the AWS’ backbone, and it easily integrates with the other Amazon Cloud services we utilize. Since launching Amazon Connect, we've repeatedly heard from both customers and employees that they prefer this experience over our previous platform."
Kevin Miller, Voice Systems Engineer - Square
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world’s largest newsgathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Mansion Global, Financial News, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.
"The time to value was immediate using Amazon Connect for the Dow Jones Service Desk. Due to the simplicity of Amazon Connect, we deployed in just three weeks instead of months. Modifications that used to require a change request and funding can now be configured instantly.”
Simon Clark, VP of Infrastructure and Operations - Dow Jones
John Hancock helps people make their decisions easier and lives better. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. One of the largest life insurers in the United States, John Hancock supports approximately 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and college savings plans.
“Our business relies on providing relevant financial services through the best customer experience. A pilot with Amazon Connect improved the experience our customers had with us, making communication easier and clearer, enabling us to respond to them more quickly. Not only is that the way we want to serve them, it also enhances the job experience of our employees. All in a cost-effective manner. We are now expanding our use of Amazon Connect to US Life and Long-Term Care Insurance.”
Sebastian Pariath, Head of Operations and Chief Information Officer - John Hancock
Mutual of Omaha is a solid, family-oriented company that’s reliable, trustworthy, knowledgeable and caring. We are a full-service, multi-line provider of insurance and financial services products for individuals, businesses and groups throughout the United States.
"In 2017, Mutual of Omaha embarked on a cloud journey to modernize our legacy contact center technology. The information systems and line of business internal groups completed an extensive vendor evaluation. Amazon Connect ultimately was selected as the provider of choice. The critical driver in this modernization is to improve the customer experience. We partnered with Accenture to deliver on our customer experience vision. By using Amazon Connect with Amazon Lex, Amazon Polly, and AWS Lambda, we expect to improve customer engagement, develop self-service tools with leading-edge speech recognition, and gather powerful real-time and historical reporting metrics to continuously drive positive change. Mutual of Omaha forecasts savings in total cost of ownership with Amazon Connect compared to its legacy solution. With the selection of Amazon Connect, Mutual of Omaha has positioned AWS at the cornerstone of our target architecture for digital transformation.”
Shannon Hite, Chief Customer Service Officer - Mutual of Omaha
World Fuel Services is a global energy management company involved in providing energy procurement advisory services, supply fulfillment and transaction and payment management solutions to commercial and industrial customers, principally in the aviation, marine and land transportation industries. We sell fuel and deliver services to our clients at more than 8,000 locations in more than 200 countries and territories worldwide.
“Our heating oil business in the UK –Watson Fuels– is seasonal by nature, which means our contact center needs to be able to handle spikes in customer service calls during the winter. Traditional PBX platforms struggle to scale, and when facing a large capital investment to upgrade the PBX, we made the decision to move to a cloud-based voice and contact center solution called Amazon Connect. This avoided the worry of maintaining hardware for over 100 agents across 3 regional call centers and buying additional seat licenses during our peak season. In addition, new features were added to serve customers who often experienced engaged tones or disconnections in the past. The call back feature was enabled, as well as dynamic routing, real time dashboards displaying analytics, and individual agent dashboards – all adding up to a better customer experience. When we migrated to Amazon Connect, we expected all of the benefits of the cloud, but we didn’t fully appreciate the agility it would give us, particularly during the complexity presented by recent global events. With the assistance of the Amazon Connect platform, we have been able to continue to service our customers virtually seamlessly while working remotely. Meanwhile, using the experience gained in the UK, we have also been able to stand up several cloud-based contact centers in North America in a short period of time with a move to Amazon Connect. Moving forward, our team is continuing to leverage the AWS Connect open API platform, innovating the agent experience with services like Salesforce and screen pops for agents to reduce average handle times. World Fuel partners with companies we want to learn from and aspire to be like and we believe that AWS is helping to drive our future innovation.”
Richard Delisser, CIO Land Segment - World Fuel Services
Best Western International, Inc. owns the Best Western Hotels & Resorts brand, which it licenses to over 4,500 hotels worldwide. The franchise includes more than 2,000 hotels in North America.
“When customers book a hotel room with Best Western, we want to ensure that they have the most reliable customer support providing them with the best possible travel experience. So, we decided to migrate our largest contact center in Milan, Italy to Amazon Connect. Our Milan contact center supports 14 languages in over 35 countries and we were able to complete 44% of the contact flows needed before COVID hit and we heard our physical contact center would be closing within a week. This didn’t stop us and with Amazon Connect, we successfully migrated our European contact center in just 1 month and had all our agents remote within 1 week. Since then, we estimate that our annual telecom expenses were reduced by more than 40% because of the complete removal of all local provider circuits and associated hardware. And finally, dynamic prompting with Polly has allowed us to eliminate 96% of pre-recorded prompts across 11 different languages. Without Amazon Connect, who knows if we would have been able to keep our agents online.”
Steven Walmsley, IT Architect – Best Western
Origin Energy is one of Australia’s largest integrated energy companies serving over 4m customer accounts, Origin is focused on providing customers with affordable, reliable and sustainable energy, and outstanding customer experience.
"As part of our CX transformation, we partnered with AWS to successfully transition our customer service teams to Amazon Connect. This helped us accelerate our move to remote working during COVID-19, allowing our agents to continue to serve our customers, whilst also providing increased self-service and automation options such as bill payments, account maintenance and plan renewals. Since our March 2020 launch, we’ve seen increased call quality scores, improved customer satisfaction and agent productivity – all while managing up to 1,200 calls at a time. We’ve deployed AI/ML capabilities including neural text to speech through Polly, and are now looking to further leverage natural language understanding with Lex and automated quality management with inbuilt speech to text and sentiment analysis from Amazon Connect Contact Lens. Amazon Connect is a key partner in supporting Origin to respond rapidly to opportunities and customer feedback as we focus on continually improving our customer experience.”
Rod Van Onselen, Chief Transformation and Digital Officer - Origin Energy
Founded in South Korea in 1991, Hankook is a CRM marketing business with deep expertise in contact centers, from system development and integration to personnel management. It has facilitated the contact center operations for 117 companies and has 3,000 consultants who respond to calls on behalf of enterprise customers.
"The urgency for an easily established remote work environment intensified during the COVID-19 pandemic and was further compounded by the depreciation costs of the on-premises call system. Hankook searched for a pay-per-usage model in the cloud and landed on Amazon Connect. To deploy a virtual desktop infrastructure suitable for telecommuting within South Korea, Hankook turned to Amazon WorkSpaces. Hankook deployed the remote work environment in 2 days—a 50 percent reduction in service delivery time compared to introducing telecommuting with an on-premises PBX system. Hankook also expects immense cost savings, including more than $500,000 a month for one building, by prioritizing remote cloud contact centers over physical ones. “We are continuously managing our resources and doing training to support quality of service in remote areas, and the Korean enterprise customer will accept the paradigm shift from on premises to the cloud as well as the remote working environment."
Changhee Kim, Deputy General Manager - Hankook
Los Angeles County provides services for more than 10 million residents, and has a workforce of approximately 110,000 employees. The services provided range from public safety health, human services, and social services.
“The problem we were trying to solve is how do we better serve our employees as well as the public on informational lookups or a technology type of problem. In just the last few months since delivering Amazon Connect to our call center, we’ve seen a reduction in our calls by about 17 percent. Employees or the public have used an artificial intelligence (AI) tool through Amazon Connect to resolve their issue. During peak hours, previously you’re 45 to 50 minutes on hold, and now that’s been reduced to about three and a half minutes. One of the other benefits we’ve gotten from Amazon Connect is sentiment analysis. On a call, we get real-time feedback on whether or not a customer was happy, frustrated, or angry. Amazon Connect has changed the culture of our agents – of how they do work – and provides flexibility that we do not see in the marketplace with other products.”
Benny Chacko, Deputy General Manager, IT Shared Services - Los Angeles County Internal Services Department
.99117812591ab61aac77143f42aea4841c6aa4fc.png "Rhode Island Department of Labor and Training")
When the U.S. issued stay-at-home orders in March due to COVID-19, states experienced a dramatic surge in unemployment claims. The Rhode Island Department of Labor and Training (DLT), which manages unemployment insurance (UI) claims for state residents, received more than 140,000 initial claims for the unemployment insurance (UI) program in the first 45 days.
“There was no way we could code our old-school mainframe system to process all the new Unemployment Insurance (UI) and Pandemic Unemployment Assistance (PUA) claims," says Scott Jensen, director of DLT. The state needed an immediate solution. With the help of AWS, DLT and its technology partner — the Rhode Island Department of Information Technology — designed, configured and implemented Amazon Connect in just 10 days. On April 19, its first full day of operation, the new IVR/IWR solution enabled nearly 75,000 Rhode Island residents to successfully file continuing claims.
Scott Jensen, Director - Rhode Island Department of Labor and Training
West Virginia’s mandatory shutdown of non-essential businesses put thousands of West Virginia residents out of work. Traffic began to spike at the state’s unemployment insurance (UI) call center as citizens applied for benefits. By the second week of April, the state’s existing UI call centers received 77,000 calls, overwhelming its legacy call center platform.
“The phone systems in use were not built to handle the extreme call volume we were experiencing. We knew some of our phone systems were running older equipment and would not be capable of managing the load. We didn’t have the kind of dynamic call management at the beginning of a call that could help alleviate callers from sitting on hold,” says Spence. On the afternoon of April 10, WVOT selected AWS and Smartronix, a Premier Amazon Consulting Partner, to implement Amazon Connect, a cloud-based contact center solution. Amazon Connect was soft launched approximately 72 hours later. By April 20, the new Amazon Connect was fully rolled out and processed a record 61,252 calls in one day.
Joshua Spence, CTO and Director - West Virginia Office of Technology
Using Amazon Connect, Amazon EC2, Amazon RDS, AWS KMS, and Polka Dot Sky Software, the State of Maryland enabled their contact tracers to reach up to 11,000 new contacts each day. The automated text messaging system can text at a rate of 100 messages per second. In a week, hundreds of thousands of citizens receive texts.
“It’s like contact tracing on steroids. We’re able to handle a very high volume of communication with a reasonable amount of contact tracers because the system has these automated features. Without this very flexible, powerful cloud technology, I don’t know how this would have scaled, frankly.”
Lance Schine, Deputy Secretary - Maryland Department of Information Technology
Kansas turned to Amazon Connect, to move quickly and modernize contact centers for the Kansas Department of Health and Environment (KDHE) and Kansas Department of Labor (KDOL). KDOL unemployment claims department was receiving as many as 1.6 million calls a day—compared to the pre-pandemic norm of 1,700 calls daily. KDOL is now serving up to 300,000 minutes a day of calls.
“Our goal was to serve more Kansans every day, and we are doing that. Our agents can hear the relief in callers’ voices when they are finally able to speak to a person after they had been calling without success in previous weeks. It is highly fulfilling for them to help residents in need at this time.”
Kate Davis, Legislative Liaison - Kansas Office of the Governor
Like many of its peers, DXC’s legacy contact center technology was costly to operate, difficult to integrate, and hard to innovate. After a thorough evaluation, DXC decided to replace legacy technology with Amazon Connect, cutting operational costs by 40% and reducing volume of common calls up to 60%.
“With AWS, our team recognized a strategic collaborator with a forward-looking platform that had substantial synergies with DXC’s focus and investments. In particular, we saw major benefits in using Amazon Connect for innovating the customer experience and its potential for easy integration with our AI-based automation platform. It typically takes us three months to complete migration or onboard a new customer onto our telephony platform. With Amazon Connect, we have reduced this to two months. We are creating transformation roadmaps for our customers that will enable cost reduction and offer more value propositions using available AWS assets.”
Purusharth Tripathi, Vice President, Asia Core Delivery - DXC
Spokeo is a popular people search information service that helps you search, connect, and know who you are dealing with. Spokeo offers relevant and actionable data to help you safely find and learn about the people around you. We want to make it easier to trust others by making your world more transparent.
“At Spokeo it’s important for our customers to be able to reach a live person if they have product, search or billing inquiries. Our contact center drives the relationship we have with our customers, but our previous provider limited our ability to act quickly or obtain accurate data. We migrated to Amazon Connect because we needed a scalable, self-service, cloud-based contact center that would allow us the flexibility to personalize the entire customer experience. In just 2 weeks we had a fully deployed contact center; we migrated all 75 agents and started quickly accepting over 50,000 contacts a month. With Amazon Connect, we now have the ability to update our contact flows in minutes, and have easy access to a number of metrics that were previously hard to get. Since we’re now able to make the data-driven decisions that improve our average handle times and customer wait times, we’ve been able to cut our contact center costs by 70%. Amazon Connect has helped us solve our customers’ problems and build relationships with them through empowerment and empathy."
Eric Liang, Chief Information Officer - Spokeo
Kanetix Ltd. is Canada’s largest digital acquisition platform for insurance and financial services. Kanetix Ltd. creates best in-class customer experiences and helps over 8 million Canadians with their insurance and money decisions every year.
"The way consumers research, shop, and buy online changes rapidly; this is no different for insurance which is why we’ve adapted a culture of innovation. Our team’s number one goal was to move our contact center to the cloud so that we could stop maintaining our physical infrastructure and focus on building an unforgettable customer experience. With Amazon Connect, we realized how easy it was to customize our contact center. Amazon Connect’s open platform lets us seamlessly hook in any of our internal systems within the contact flow, and has given our development team the ability to experiment with new features in a matter of days. We’re able to easily perform data dips from our internal CRM system to route a user based on what we know about them. Amazon Connect’s pay-as-you-go pricing has also been valuable to us, eliminating the need for annual licenses and allowing us to scale freely with seasonal or part-time agents. With Amazon Connect, we are fully confident that our contact center can continue to grow and innovate alongside our company."
Steven Ficko, Director of Technology - Kanetix Ltd.
As a trusted innovation partner, Snapsheet works with more than 100 clients, including many of the largest insurance carriers, third-party administrators, and insurance and sharing economy disruptors.
“At Snapsheet, we pride ourselves on a simple customer-centric claims process for everyone. Our previous phone provider had reliability issues with frequent outages, high upfront costs, and we were getting thousands of abandoned calls a week. With a lot of our current infrastructure already built on AWS, it made perfect sense for us to migrate our contact center to Amazon Connect. With Amazon Connect’s open platform, we’ve been able to integrate our in-house CRM platform, provide customer profile information to our agents at the time of the call, enable voicemails and transcriptions, and seamlessly transition our agents to a remote work environment. In addition, when our agents make outbound calls to our customers, they are fully prepared with customer data to deliver quick and meaningful information. This aids with our delivery of a simple customer-centric claims process. Since moving to Amazon Connect, our contact center has seen an 80% reduction of abandoned calls and we have saved over ~$2000 a month on contact center costs.”
Nick Wake, Senior Product Manager - Snapsheet
Bellhop is a non-traditional moving company with a technology-based business model that’s made it one of the fastest-growing companies in the industry. Bellhop allows you to choose from a variety of local, long-distance, and at-home moving service plans that suit your needs and budget.
"At Bellhop, when we think about our customers’ next big move, we strive for a stress-free experience. Our contact center is a huge part of that. Our previous telephony solution required long and expensive implementations for new features, and its license-based model limited our ability to scale up or down depending on seasonality. We migrated to Amazon Connect just as the COVID-19 pandemic started, so, in addition to implementing a new solution, we had to also transition all our agents out of our call center and into a remote work environment. Our agents adopted Amazon Connect very quickly and were taking calls within the first hour, with little training needed. We’ve also integrated Amazon Connect into Salesforce, making our agent experience even more user-friendly. With bold ambitions of handling over a million calls per year, it’s important that we provide all of our agents the most reliable and easy-to-use service. Amazon Connect has allowed us to seamlessly scale up our business for our busy summer moving season, saving us significant time and money. Amazon Connect is great because we only pay for what we use and are not locked down by annual subscriptions. The icing on the cake is that we have saved more than 70% per month as a result of our switch!"
William Davis, Director of Business Operations – Bellhop
The UK Post Office provides essential services for UK citizens and had to keep these available throughout COVID-19 lockdowns.
"At the peak of this period customer inquiries skyrocketed by 37% to 4000 contacts a week through their online ‘contact us’ form. Understandably customers needed to check information, be certain branches were open and confirm the services they required were available. We needed a way to communicate more effectively and so deployed Amazon Connect chat enabling our agents to provide customers instant responses to queries. The power of AWS combined with the urgency of the situation meant that we were able to deploy chat – from idea to done – in 3 weeks. Once live we’ve continued to iterate and improve the service with feedback from our customers and agents."
Benjamin T. Cooke, Digital & Branch Engineering Director – UK Post Office
Since 1998, Rackspace has delivered enterprise-class hosting solutions and support for businesses of all sizes and kinds around the world. Its proactive, results-obsessed approach to serving customers has been its cornerstone since its founding.
"If our legacy contact center was a railroad, Amazon Connect is a rocket ship. It helps us go further, faster in serving customers and living up to our promises. In a legacy environment, our developers were spending too much time on basic tasks. With Amazon Connect, they spend 90 percent of their time on tasks that improve the experience of end users.”
Kerry Bowley, Product Manager - Rackspace
Slice provides pizzerias with an online ordering platform. Backed by generations of knowledge and cutting-edge technology, we give pizzerias the online presence and voice to take charge of their industry, expand their coverage, and fill the world with authentic cuisine.
“Reliability was the #1 factor that drove us to look for a new contact center. Our previous contact center comprised of multiple different systems, each with their own license model and technical complexity. Those constraints required us to navigate tradeoffs between quality, reliability and cost while scaling to meet the needs of our growing customer base. With Amazon Connect we spun up our own contact center, completely built it ourselves with the functionality we wanted, and tested everything before making the decision to switch off our old system and port our numbers over. All of this without a contract. The cost savings is a huge benefit for us and the ability to scale seamlessly is also important … but what we value the most with Amazon Connect is that we no longer have to consider tradeoffs between reliability, value, or quality. Being a 24x7 shop, it is mission critical for us to have a reliable system. We are 100% confident that Amazon Connect will continue to scale with our fast growing business”
Mohsin Hassan, Director of IT - Slice
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At HopSkipDrive our goal is to give parents, schools and caregivers peace of mind when sending their children to school, that’s why we emphasize the need for our community to have reliable and easy access to our contact center. On our old contact center interface we were not able to integrate skills-based routing and we couldn’t scale up or down to accommodate for the seasonality of education. Lightstream helped us migrate our contact center and implement skills based routing and customized messaging. We can now easily manage our contact flows with the Amazon Connect interface. With Amazon Connect, we have been able to reduce our contact center costs 50% and reduce our incident handle time by 23%. We are excited to continue working with Amazon Connect so we can help our community feel safer when sending their children off to school.
Michelle McCombs, Director, Community Experience – HopSkipDrive
The SUBWAY® brand is the world's largest submarine sandwich chain with more than 40,000 locations around the world. They have become the leading choice for people seeking quick, nutritious meal options that the whole family can enjoy.
“Setting up Amazon Connect was straight forward and seamless, enabling us to be operational within a couple of hours. The ability to offer our franchise customers a callback instead of waiting on the phone has improved their experience resulting in a dramatic increase in our customer satisfaction (CSAT) score. Using Amazon Connect, we will be able to decrease costs and realize significant time savings in how quickly we can process the customer calls.”
Neville Hamilton, VP Technology Business Mgt & Acting CIO - Subway Franchise World Headquarters, LLC
At Traeger, our mission is to bring people together to create a more flavorful world. Since our humble start in Oregon in the 1990's, Traeger Wood Pellet Grills have been the outdoor cooking choice of food enthusiasts. For years, the grills were offered in limited quantities and geographic areas. However, as people began to taste the food cooked on a Traeger, word spread about the unique flavors only Traeger natural wood pellets can provide.
“Whether you’re firing up those pellets for your first smoke or a seasoned professional with decades of wood-fired experienced, our Traeger CX team has your back 365 days a year. For us, that means enabling hundreds of agents to deliver an outstanding customer experience without worrying about the complexity of traditional back-end infrastructure. When we set out to optimize one of the foundational components of our CX technology, we needed something simple, scalable and open. Amazon Connect checked all our boxes. Amazon Connect gives us complete control over agent and customer experiences. We were able to replicate our legacy IVR platform in a matter of days. Our team was also able to integrate the Amazon Connect CTI adapter into Salesforce in less than 30 minutes. We saw immediate results with handle time reductions of ~15%. By using AWS Lambda to pass data between Amazon Connect and Salesforce, agents spend less time on administration and more time helping customers. We’ve also simplified and customized our international IVR experience by leveraging Amazon Pinpoint. When we’re handling tens of thousands of calls per week, we need 100% reliability from our contact center. Amazon Connect provides exactly that.”
Bryan Teggart, Head of Customer Experience Operations & Analytics - Traeger Pellet Grills
Johns Creek, Georgia, is a suburban municipality in metro Atlanta with more than 80,000 residents. Our city has nationally-ranked schools, a diverse population (25% international), and premiere golf, tennis, and swim communities. Johns Creek is consistently ranked as one of the safest cities and best places to live in Georgia.
The City of Johns Creek regularly seeks ways to engage with our community, and we often use new technologies to do so. Two years ago, we launched the world’s first Alexa skill powered by open data that can answer over 200 frequently asked questions. The chatbot has helped us empower residents to find the answers they seek in an intuitive and innovative way, which led to us being recognized by AWS with a coveted ‘City on a Cloud’ award. Once we started seeing the effectiveness of the Alexa skill, we quickly moved to build an after-hours call center in Amazon Connect. Amazon Connect enabled us to build an intelligent automated call center that helps answer residents’ questions any time they call, while using the same chatbot and infrastructure that powers our Alexa skill and ‘CreekBot’ (our website’s text-based chatbot). With all of these tools living in AWS we can keep our costs low, our service level high, and our staff laser-focused on improving our residents’ experience with the city. We have a few more projects in the works for 2020 and are hoping for a ‘three-peat’ during next year’s ‘City on a Cloud’ Challenge.
Nick O’Day, Chief Data Officer – City of Johns Creek, GA
CHRONEXT is the first destination for luxury watches. They combine many years of experience with guaranteed security. At CHRONEXT, you can buy watches, sell watches, and service watches in their in-house certified watchmaking atelier.
"We are on a mission to establish CHRONEXT as the first destination for luxury watches and therefore customer satisfaction is our greatest asset. Amazon Connect enables our Personal Watch Consultants to create an authentic, personal and trustful experience, that customers for luxury watches expect from us. With Amazon Connect we can scale great customer experience as it is easy to add coverage for different countries or create skill based queues and achieve fast response times. Overall we were really impressed how fast Amazon Connect could be deployed and integrated into our existing CRM, Zendesk. Accompanied by tecRacer, we went from scratch to full production within just six days, covering three different countries. Today a call is accepted in less than 30 seconds on average, which creates an outstanding customer experience."
Ludwig Wurlitzer, Co-Founder and Chief Product Officer - CHRONEXT
South Western Railway is an English train operating company. They work closely with their customers and the communities they serve to build strong relationships.
"Due to the decommissioning of a legacy phone system, we had a tight timescale for launching a replacement. With the support of AWS, we successfully recreated the legacy system inside Amazon Connect. We went from our first meeting to the migration of our first number in just over a week. The IVR editor is brilliant, it’s easy to setup and reliable. This has given us the confidence to experiment with various options including trying different IVR trees and updating the IVR message. Using Amazon Polly Text to Speech, we have the freedom to edit the messaging anytime from anywhere. We have used this ability to add bespoke messaging when there is a major incident affecting our network."
Duncan Waugh, First Group, Head of Rail IT - South Western Railway
“At ChartSpan, we offer health care management services including patient care coordination and a 24/7 nurse line, with the contact center at the core of our service delivery model. To meet our customers’ needs, we run our business using AWS technology. However, our contact center solution was not built on AWS, and it cost us millions due to repeated outages and performance issues. As a startup, it is critical to keep our costs under control, so we had to make a change. We evaluated Amazon Connect and moved our entire contact center in just under six weeks. Since then, we’ve been impressed with the results. Our clinical contact center staff utilization has increased by 12%, and we have decreased our costs by 80.5% due to the consumption-based pricing of Amazon Connect. It also takes less human capital to maintain Amazon Connect, and that has resulted in a 67% reduction in management and engineering spend. Moving to Amazon Connect has dramatically impacted our business. We’ve eliminated costs, improved productivity, and improved our margins.”
Patrick Carter, Chief Medical Officer - ChartSpan
“To meet fast changing customer expectations for digital sales and service, lekker Energie needed to align our teams to ensure they were focused on value-enhancing customer activities and developments. We sought a solution that would not only allow us to address to our local market needs, but also eliminate the need for onsite systems and servers. We deployed Amazon Connect and the benefits have been significant! Amazon Connect frees up our contact center agents in the front and back office from non-value tasks with capabilities like automated call routing, caller ID, and callbacks for customers on hold. Shortly after implementing Amazon Connect, our team built an AWS Lambda function that populates our agents’ desktop with customer information, helping handle over 30,000 contacts a month. Amazon Connect increased the availability and number of calls per agent by 8 to 10 percent with the help of intelligent recall. We plan to continue to build on Amazon Connect to achieve lekker’s vision of being the “most customer-oriented provider for energy and more.”
René Kulschewski, Chief Information Officer - lekker Energie GmbH
For 160 years, National Australia Bank (NAB) has been helping customers with their money. Today, NAB has more than 30,000 people serving nine million customers in locations across Australia, New Zealand and around the world. As Australia’s largest business bank, NAB works with small, medium and large businesses to help them start, run and grow, as well as funding some of the most important infrastructure in Australia’s communities – including schools, hospitals and roads.
“We’re looking to Amazon Connect to help us improve the experience customers have when they contact our call centers. For that reason, it was also important that the voice we created using Amazon Polly Brand Voice felt both uniquely NAB and consistent with our position and what our customers expect when they call us. We’re thrilled to be a global leader using this voice-first digital innovation – and even more excited to see how our customers interact with the voice and experience as we gradually roll this out.”
Laurent De Segur, General Manager of Digital and Assisted Channels at National Australia Bank (NAB)
ServisBOT provides a Conversational Artificial AI Platform for businesses to build natural language solutions, virtual assistants and chatbots that automate and transform engagement across customer journeys. From acquisition to servicing to retention, our platform allows both IT and business stakeholders to build and orchestrate an army of digital assistants that work alone, or together to provide exceptional customer experiences and increased operational efficiencies.
“During the COVID-19 pandemic, our client’s employees and customers have been frustrated by increased contact center hold times and find it difficult to maintain service levels. Reducing time spent in queue and providing opportunities for business to prioritize requests and customers to self-serve, is crucial, especially now. At ServisBOT, we’ve built a series of virtual assistants or chatbots, integrated with Amazon Connect, that deflect call volume to digital channels where our AI and automation enables customers to more conveniently self-serve answers to common questions, execute tasks and escalate to a human when necessary. Amazon Connect provides our clients the scalability and flexibility to launch solutions quickly and engage with their customers during peak hours. By deflecting calls to messaging channels, we have decreased customer’s time in queue and freeing up agents to handle the most urgent requests. Since implementing call deflection, powered by Amazon Connect and chatbot automation, our clients have successfully been able to deflect up to 40% of their contacts from phone to chat during peak hours and reduce costs by up to 20%. The best part is Amazon Connect is so agile that we can get our customers up and running in as little as 48 hours.“
Cathal McGloin, CEO, ServisBOT
“At DH Enterprise we serve tens of thousands of customers a year, curating unique travel packages to best fit our customer’s interests and budget needs. Vacation is an exciting topic for our travelers; many customers prefer a conversation over the phone with our agents to extend their stay or make changes to their travel packages. Our former physically hosted call-center didn’t provide us with the flexibility to continuously innovate, and in order to update our call flows or queue we used a third-party consultant which became time consuming. By using Amazon Connect with AWS Lambda, we are able to provide our agents with a customer’s booking and account information before they answer the call. This lets us reduce our handling time 19%, which is our biggest call-center cost. We’ve also