Featured customer stories
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
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
American Prep Academy is a rigorous academics and virtuous character development educational institution, utilizing small achievement-level groupings in elementary school – all in an environment of fun and enthusiasm.
"American Preparatory Academy succeeds by enabling our students to excel in their academic environment. When we heard about the possible effects of COVID-19, we knew it was important to take early action that would help not only ensure the safety of our students, but of our community as well. Our state mandated that we provide our students with an all-remote learning platform. We had already started preparing for this, however, we were unsure on how to extend our IT support to a remote learning environment. We needed to be able to handle the influx of calls and questions that our newly remote students would face. We met with the Amazon Connect team, and within 2 hours we had a fully deployed contact center that supported our IT employees from anywhere with just a laptop and internet connection. Amazon Connect has been a lifesaver for us and we’re grateful that we’re able to continue to give our students a valuable learning experience."
David Bowman, IT Director - American Preparatory Academy
The University of Texas at Dallas is the largest public university in the Dallas urban area.
“At the University of Texas at Dallas, we strive to give our students easy and quick access to important information such as application status, course work, and IT services. Our contact center has become a major resource for our students, however our previous legacy system was inflexible, frequently crashed, and even lost historical reporting data leading to high call abandonment rates. Over just one weekend, we migrated to Amazon Connect to introduce callbacks, while allowing our contact center agents to work safely from home. Almost instantly we had a completely reliable contact center that was easy for our agents to learn and use, setting us up for success when we cycle to the next round of student employees next semester. Now, we’re able to efficiently resolve student's questions over both voice and chat, and look forward to leveraging other Amazon Connect innovations to continue to improve our student experience at the University of Texas at Dallas.”
Pulin Bhatt, Director of Client Services - University of Texas at Dallas
University of Auckland is New Zealand’s largest university with over 40,000 students enrolled across seven campuses in Auckland.
“As part of our commitment to continuously improving the student experience, we set out to build a cloud-based contact center that students and all our staff could use to quickly get information about course details, enrollment, and results. We have worked with our AWS Partner, Consegna, to consolidate our contact center in the cloud in just twelve weeks. An exciting feature we were able to offer was allowing students to connect directly with the agent they last interacted with, creating a more personalized experience. One of the things we are most excited about is leveraging Contact Lens for Amazon Connect to give agents access to caller data in real time, improving their ability to serve callers. With Amazon Connect, we no longer worry about accommodating peak volumes and focus instead on improving our service to our students and faculty.”
Bharat Kochar, Cloud Transformation Program Manager - University of Auckland
The University of Texas at Austin (UT) is one of the largest state universities in the United States.
“The College of Liberal Arts at UT launched the new contact center on Amazon Connect as the campus transitioned to working, learning, and teaching from home due to the pandemic. Deploying the new contact center has had a major impact on overall student satisfaction. In an end-of-semester student survey conducted by the College of Liberal Arts for summer and fall 2020, 84% of students said their technical issues were ‘easy to resolve’ through online tech support. Student wait time also dropped to less than 30 seconds to talk to an agent at similar staffing levels, compared to average wait times of greater than 15 minutes before the implementation. With Amazon Connect, we’ve made it easy for students, faculty, and staff to contact support agents and get issues resolved.”
Antonino Cummings, PMP, Principal Project Manager, Liberal Arts Instructional Technology Services - UT Austin
While customers come to lekker because of our attractive pricing, they stay because we offer excellent service and continuously work to exceed customer expectations.
“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
Origin Energy is one of Australia’s largest integrated energy companies serving over 4 million 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
At Energy Ogre, we navigate the deregulated electrical market for our members, secure them the best rate per their electrical use, and manage every aspect of their electricity service.
"At Energy Ogre, our members are our greatest source of information and feedback. However, our previous contact center solution didn't fully allow us to adequately listen, understand, and respond to our customers' needs technically. To get around this, we would have needed a complicated patchwork solution involving the integration of dozens of costly features from multiple vendors. So, we migrated to Amazon Connect to streamline our member care center and especially due to our interest in the included feature, Contact Lens. Contact Lens is an integrated native service to Amazon Connect, which uncovers valuable insights while redacting sensitive data. Additionally Contact Lens records and analyzes trends, sentiment, and keywords from every call to provide us a greater understanding of our customer interactions so we can improve our services and increase our quality of support. Our member's experience continues to improve as Amazon Connect continues to innovate their technology."
Elizabeth Horne, Director of Data Engineering - Energy Ogre
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
With 36 million cardholders, Credit Saison Co., Ltd. focuses its operations on payments, and it also engages in finance and real estate-related businesses.
"The combination of Amazon Connect and Amazon Polly had a much lower initial cost than a package-based automated calling system. To reduce operational loads, the system was set up as a serverless/managed service using AWS Lambda and Amazon DynamoDB. We are also trying to prevent operational errors by linking the call history with the debt collection system. We are now able to make about 200,000 automated calls per month, and can contact delinquent customers who could not be approached manually. In terms of operator hours, this is equivalent to 100 people-hours, which represents a dramatic increase in productivity.”
Manabu Yoshida, General Manager of the Digital Platform Development Department, Digital Innovation Division - Credit Saison
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)
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
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
TransUnion is a global information and insights company that makes trust possible between businesses and consumers, by ensuring that each consumer is reliably and safely represented in the marketplace.
“At TransUnion we understand that it’s critical for our customers to have secure, easy access to important information such as that contained in consumer credit reports and consumer credit disputes, which is why it’s critical that our contact center is equipped to handle these inquiries. However, our previous contact center solution was costly and inefficient. Customers were spending too much time navigating our IVR system before being routed to an agent. By contrast, our AWS Partner, VoiceFoundry, enabled TransUnion to seamlessly migrate all 750 of our agents to Amazon Connect. We gained immediate cost savings and efficiency – and never looked back. Amazon Connect’s flexibility allowed us to easily implement key features like callbacks, as well as AWS AI/ML services like Amazon Lex to automate our IVR. The change has drastically reduced the wait times in our contact center queue, decreased our transfer rate by 50%, and the time customers spend in our IVR went from 2 minutes to just 18 seconds. Amazon Connect has simplified our contact center operations and customer experience, helping us save over 40% in annual costs.”
Eric Jones, Vice President Consumer Operations - TransUnion
Food & Beverage
Margarita’s Mexican Restaurant is a family-owned eat-in based in Justin, Texas.
"In the food industry, the COVID-19 pandemic forced restaurants to fill hundreds of take-out orders. We were unprepared to handle a massive increase in call volumes, customers were experiencing busy tones and calls were dropping left and right. We make good Mexican food, we are not experts in technology, but Bizcloud Experts helped us quickly design a solution transforming our Point of Sale staff to agents on Amazon Connect. In a matter of just 2 days we were able to start taking increased call volume on Amazon Connect. Our orders increased by 91% and complaints reduced by 87% on day 1 of the deployment. Amazon Connect and Bizcloud Experts helped save our business."
Jovany Sandoval, Co-owner - Margarita’s Mexican Restaurant
Insomnia Cookies delivers warm and delicious cookies daily until 3am. A favorite among college students and professionals alike, Insomnia Cookies strives to ensure we are delivering our signature warm experience every time.
“Paying only for the technology we consume to run our seasonal business is important. When schools are out and things are very quiet, we scale down from 80 to 40 employees in the contact center. This year our peak has been 100 agents. With Amazon Connect we pay only for what we use and we were able to move entirely off our previous system which required us to pay for full month licenses whether we used them or not.”
Dave Lasus, COO - Insomnia Cookies
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 was 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
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
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
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
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
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
The Los Angeles County Department of Children and Family Services promotes child safety and offers prevention services to strengthen families. It also connects children with stable, loving homes in times of need.
“Our Child Protection Hotline agents are vital to helping the most populous U.S. county, with more than 10 million people, navigate difficult domestic challenges such as child abuse reports, investigations and foster care. Contact Lens for Amazon Connect makes our life a lot easier because we’re able to look at patterns, trends, and predictions that help guide our work. We are excited at the prospect of enabling the real-time capabilities of Contact Lens for Amazon so that caller analytics and real-time alerts will – at a future time – be delivered live in our Amazon Connect supervisor dashboard so that we can help our agents navigate these difficult situations, without requiring supervisors to be there in-person, or listening to every call.”
Carlos Torres, Division Chief - Los Angeles County’s Child Protection Hotline
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
Washington D.C. government agencies support the citizens of D.C. with critical services, such as child support, access to healthcare, community safety, and more.
"The District of Columbia turned to Amazon Connect to modernize its contact center operations across dozens of departments, improve the caller experience, and take advantage of the data-rich analytics. Before the pandemic, only a few departments had made the transition, but as infections spiked and calls surged, 30,000 employees and agents suddenly needed to go remote, and departments using legacy systems were not equipped to support it. Since then, more than 40 agencies, such as the Department of Health and Child Support Services, have moved to Amazon Connect because it’s fast to implement, easy to use, and more cost effective than legacy solutions. Standardizing on Amazon Connect is better for the public and easier for our employees.”
Cynthia Romero, Unified Communications Engineer - Office of the Chief Technology Officer (OCTO), D.C. Government
MetroPlusHealth is a wholly owned subsidiary of NYC Health + Hospitals, the largest municipal health system in the United States. The organization offers health insurance coverage to eligible New York City residents at low to no cost.
“We designed and deployed an interactive chatbot solution that allowed us to reach out to a huge number of beneficiaries. It was a nuanced tool that allowed us to ask people what their needs were. We used it to do very quick outreach to vulnerable members of our community, where it would have previously taken 4.5 years.”
Dr. Amanda Parsons, Deputy Chief Medical Officer - MetroPlusHealth
axialHealthcare is a pain and opioid care solutions company that partners with health insurers and states to optimize pain care outcomes, reduce opioid misuse, and materially improve financial performance. Presiding over a structured database of over 100 million lives, axialHealthcare identifies what’s happening within a pain population and directs implementation of a custom solution based on specific needs.
“Our business operates in the cloud with no on-premise equipment, not even an onsite phone system. We needed a fully functional and lightweight contact center application that could integrate with our clinical outreach services workflow and grow alongside our business. Most importantly, we needed a HIPAA-compliant solution, as our clients depend on us to protect their members’ health information - a responsibility we don’t take lightly. Amazon Connect’s cost effective, consumption-based, and HIPAA-compliant solution was a natural fit for us. We’re excited about the significant downstream benefits, ranging from reducing administrative burden on our clinical team to providing our research and development team with near real-time access to call recordings for data mining, transcription, and quality assurance purposes.”
Joe Degati, CIO - axialHealthcare
Juniper manages aged care facilities across Western Australia. By rolling out AWS remote work and learning solutions, Juniper can support business continuity and connect residents with family and clinicians. The organization uses Amazon Chime to facilitate communication between its communities, Amazon Connect for distributing recorded information, and Amazon WorkSpaces to enable employees to work from home.
Many of Juniper’s workforce are casual employees who need regular updates from their workplace. As such, the business needed a scalable way to distribute recorded information. A solution such as a toll-free number would be equally critical in preparation for an incident response when an outbreak occurs at a Juniper facility or when a total lockdown goes into effect. In a single business day, AWS Professional Services worked with Juniper to set up Amazon Connect as an automated contact center. “Amazon Connect is an immediate response to address the current need. Similar to Amazon Chime, it’s a platform that we can tap into and scale up rapidly if we face an influx of calls,” Dan Beeston, ICT manager at Juniper explains. “We do not get locked into any licensing contracts, so once the situation subsides, we can scale back down without incurring ongoing cost.”
Dan Beeston, ICT manager - Juniper
Labcorp is a global life sciences company that provides vital information to help doctors, hospitals, pharmaceutical companies, researchers, and patients in more than 100 countries.
“Labcorp Diagnostics is looking to improve our call center experience while also improving efficiency. With Amazon Connect, we will be able to better manage our agent queues spanning clinical questions, billing activities, and appointment scheduling; provide end-to-end visibility into tasks; increase agent performance; and produce actionable analytics for us to advance our customer service experience. The cloud contact center’s seamless integrations with other AWS-hosted applications and services will improve agent workflows and decrease training time by allowing us to provide the right information to the right agent at the right time. Additionally, Amazon Connect Voice ID will deliver real-time voice authentication for our clients and agents to provide a frictionless experience that’s more secure, saves time, reduces fraud, and improves customer satisfaction.”
Lance Berberian, Chief Information and Technology Officer - Labcorp
Accolade is a personalized health and benefits solution that serves employers across the country.
“At Accolade, we are passionate about our customer experience, especially because we help our customers with life’s most important questions - concerns about their healthcare. With the AWS launch of Contact Lens for Amazon Connect, we’ve transformed our contact center experience. Since Contact Lens works seamlessly with Amazon Connect it has allowed us to accomplish what other transcription and speech analytics vendors have struggled to achieve. With Contact Lens for Amazon Connect, we’ve processed thousands of calls and have been able to easily uncover emerging trends to provide our agents with the right guidance, improving our customer experience. Enabling Contact Lens for Amazon Connect took only minutes, saving us months of development time it would have taken to build the same powerful AI tools.”
Stephen Murphy, Senior Director Cloud Engineering - Accolade
ChartSpan is the largest managed service provider of chronic care management programs in the Unites States. ChartSpan provides turn-key, managed care coordination and compliance programs for doctors, clinics, and health systems. ChartSpan manages patient care coordination programs for more than 100 of the most successful practices and health systems in the United States.
“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
SuperCareHealth is a post-acute respiratory provider that focuses on improving the lives of patients with chronic respiratory issues, operating throughout CA, NV, and NM.
“SuperCare Health is the leading provider of in-home ventilation therapy and respiratory care in the Western U.S. We achieved this through the personalized services and support we provide to our patients, our referring physicians, and our healthcare industry partners. To us, this means bringing our end-to-end solutions into our patients' homes through our high-touch clinical protocols. Our on-premise contact center was one of the biggest challenges we faced in providing our patients a seamless experience. We were managing 300 agents on 2 voice gateways, 2 application servers, 2 media servers, a recording server, and a reporting server; this all required yearly system upgrades which were costly and time consuming. We moved to Amazon Connect to avoid high maintenance and licensing costs, unplanned downtime, and to reduce agent on-boarding time. Since then, we have been able to create solutions with AWS Lambda that provide our contact-center supervisors with the metrics they need to minimize hold times by nearly 20%. Amazon Connect has given us the reliability we need to serve our patients and we are estimating cost savings of over 20%.”
Won Byon, Chief Information Officer - SuperCare Health
RATESDOTCA Group Ltd. is Canada’s largest digital acquisition platform for insurance and financial services. RATESDOTCA 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 - RATESDOTCA Group Ltd.
Gore Mutual is one of Canada’s first property and casualty mutual insurance companies. Built on a foundation of financial strength over our more than 180-year history, the company has over $506 million in premiums and over $1.1 billion in assets.
“At the core of Gore Mutual’s ‘Next Horizon’ strategy, is our commitment to transforming our technology for our brokers and their customers, allowing us to become a digitally-led insurer, with customer service being a central area of focus for us. Our partnership with AWS Professional Services allows us to provide our brokers and their customers with faster response times and drastically improve how calls are routed, resulting in less calls being transferred. With our phone queues now powered by Amazon Connect, we have made reaching our team more convenient than ever with the enablement of new features, including estimated wait times, queued call back, and the option to leave a voicemail. These features have enabled us to boost our overall productivity and create efficiencies. What we expected to take years has taken just a few months.”
Eric Sousa, Manager of Phone Centre Technology at Gore Mutual
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
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
Ameritfleet offers maintenance for our clients’ delivery fleet that improve uptime, safety and reliability while providing outstanding service, quality and value.
“At Amerit Fleet Solutions, we need to be available for our customers 24/7 for urgent truck maintenance needs. However, until recently our primary customer support channel was our employees’ individual cell phones, which led to missed calls and long hold times. When the COVID-19 pandemic began we decided it was time for a customer call center that could scale to meet increased demand for services. After thorough review we selected Amazon Connect. One of the most compelling reasons was because it didn’t require upfront licensing fees, and the pay as you go pricing model was also a factor. Migrating to Amazon Connect was seamless, we didn’t have to start from scratch and were able to hook into just about every enterprise application we already use. Now, we’re able to hire remote call center agents, stationed across the United States, that are more familiar with the region our clients need support in. With Amazon Connect we have the perfect win-win, we saved a significant amount of money and our customers get more reliable, prompt and personalized customer service.”
Bob Bauer, Chief Revenue Officer - Ameritfleet
Marketing & Media
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
Are Media is a German multimedia conglomerate that operates worldwide and owns more than 600 magazines, over 400 digital products and 50 radio and TV stations.
“At Are Media our contact center manages subscriptions and customer inquiries for over 600 different magazines. With our previous on-premises contact center we were paying for annual licenses for every new agent and feature we enabled making it difficult to scale and innovate. When COVID-19 began we knew we needed to accelerate our migration to the cloud in order to allow our agents to work remotely. We decided on Amazon Connect and it blew us away. In under an hour we were able to stand up a contact center, add multiple queues and agents, and start accepting calls. It didn’t take us much longer to fully deploy Amazon Connect equipped with customer callbacks, data screen-pops, and high voice quality. We estimate that with Amazon Connect we aresaving 50% versus any other cloud contact center provider giving and we now have the flexibility to add new features such as integrating CRM data and AWS AI/ML services.“
Majdi Jebril, Technology Consultant - Are Media
ITMedia is a full service marketing firm that provides technology solutions, advertising, customer support, and business development for a number of FinTech brands including SBA.com and PersonalLoans.com. Our contact center helps small businesses with any and all questions they have about SBA.com®.
“Driven by COVID-19, many businesses were forced to apply for a Paycheck Protection Program (PPP) loan as part of the Small Business Administration (SBA) relief program and our contact center was crucial in helping companies navigate this process. Our contact center uses Amazon Connect so we had the agility to edit our routing and contact flows to provide small businesses with additional support. Amazon Connect helped us process 100% of our calls through an automated contact flow, and when needed, redirect customers to live support. Amazon Connect offers us simplified contact center operations and secure reliability, so we can quickly handle changing needs and any increase or decrease in call volume.”
Jason Ramin, Chief Executive Officer - ITMedia
News Corp is a global diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers and businesses throughout the world.
“For the News Corp Service Desk, we saw immediate time to value after using Amazon Connect. We are now looking forward to using Contact Lens for Amazon Connect because its powerful features for both voice and chat interactions will make it possible for our contact center staff to provide a better experience for our employees by seamlessly leveraging the power of machine learning.”
Simon Clark, SVP End User and Infrastructure Services - News Corp
Webvōrk is a European affiliate network with top quality private label products for health and wellbeing. We use are using state-of-the-art technologies to provide high standards for product quality, service and price.
"At Webvōrk, our contact center is a core part of our business, especially because we work in different markets and have to hire native-language speakers to make outbound calls. Allowing our agents to work remotely has improved our internal experience, however monitoring the quality of our customer experience has been the hardest challenge. Before Amazon Connect we tried a number of contact center services, none of which checked all of our boxes: reliability, quality, and affordability. When we chose Amazon Connect we decided to partner with Symbee to deliver our agents an intuitive experience. Symbee helped us integrate our in-house CRM system to provide our agents a window of customer information for inbound calls and a “Click to Call” feature for outbound routing. With Amazon Connect, we’ve been able to reduce our average time to sale by 7% and our overall sales have increased 23%."
Terentii Meshcheriakov, Co-founder - Webvōrk
Brunello Cucinelli is an Italian luxury fashion brand that sells menswear, women's wear, and accessories in Europe, North America, and East Asia.
“Our company has always tried to place the human being at the heart of our business. Even when we redesigned our online boutique, our desire was to keep our customers at the center of the Brunello Cucinelli digital world. The COVID-19 pandemic has confirmed how important it is to offer omnichannel customer assistance that is increasingly mindful to people’s needs. For this reason, we leveraged Amazon Connect and Salesforce Service Cloud Voice to build a contact center that can assist each customer with tailored support, in their preferred language and time zone. The real-time transcription and the integration with Salesforce Service Cloud allow our client advisors to always provide meaningful support, while the call analytics help us measure and improve our customer service. We are excited to continue building with Amazon Connect and leverage its cutting-edge technology to provide our client advisors the tools they need to build long-term and trust-based relationships with customers.”
Francesco Bottigliero, iCEO - Brunello Cucinelli
Leading up to its peak season at the end of 2019, Morrisons, one of the United Kingdom’s largest grocery chains, sought a faster, more cost-effective, and more flexible contact center system than their legacy system could offer. One that would give the company the operational autonomy to better serve its 11 million weekly customers.
“We wanted to be able to operationally self-serve and continually improve, we wanted our assistants to have the very best tools at their fingertips. We didn’t just want the next step up; we wanted outstanding. So we made a wish list, and Amazon Connect ticked all those boxes. With Amazon Connect, we were able to get every single person in the contact center working from home within a day, with just a laptop and a headset. That’s my contact center on the move. We can assist customer more quickly. Now, when we want to let our customers know something, we put a message on, and we immediately see customers come off the line because we’ve answered their question. What we’ve been able to do on AWS and with Amazon Connect is work together as one unit to deliver something that can seamlessly improve customer experiences today and in the future.”
Nicola Constantinou, Head of Customer Experience - Morrisons
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
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
The home of custom acrylic, plexiglas, lexan, and lucite fabrication. Since 1979, we have specialized in creating custom pieces for the catering industry, restaurants, churches and synagogues, retail chains, beauty chains, and many others.
"We were made aware of a critical need for acrylic Aerosol Boxes to protect doctors performing intubations from the deadly virus. In helping to respond to this, my team added the product to our web portfolio and ran an ad campaign to help get these life saving products produced and shipped quickly. We starting getting calls and orders around the country from doctors, doctors’ families who are petrified for their loved ones to go to work, and even churches and local businesses looking to purchase and donate these to their hospitals. The amount of demand quickly overwhelmed our small business and we needed a contact center solution quickly route the calls. Enter Amazon Connect. Within minutes, we had a fully functioning call queue in place, routing Aerosol Box orders in one direction and regular orders in another. While this has certainly been some crazy unexpected times, I’m proud to be a part of helping to protect doctors who are fighting this pandemic and I’m beyond proud of our eagerness and drive to ramp up production, forget about profits, and get these life saving devices in the hands of medical professionals ASAP."
Larry Shore, Owner – Shore Plastics
UNOX designs and manufactures professional ovens for foodservice operators. With 37 subsidiaries and offices located all over the World, UNOX provides local services anywhere customers kitchens and stores are located and utilizes IoT technologies to provide to them data, information and AI-generated ideas.
"At UNOX, our customers like to stay connected, and we continue that drive in both our products and our contact center. However, our old contact center lacked the ability to integrate with third-party systems and didn’t give us transparency into the call and agent metrics we needed to better serve our customers. With the effective support of Leanbit we have been able to move our entire Customer Service team from a traditional on premise contact center to Amazon Connect in a matter of weeks, covering 6 countries. We’ve been able to see the benefits immediately. The integration of Amazon Connect with Salesforce has enabled outgoing calls from local phone numbers, smart working, personalized and streamlined customer experiences, and our ability to measure post call customer satisfaction. We now have a custom and complete 360° view of the customer experience on a worldwide scale. This allows us to both increasing answer rates and decreasing waiting time by double digits.“
Gabriele Ballarin, CIO - UNOX
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
With more than 20 years of experience, Siemens Global Business Services (GBS) taps into the understanding of how organizations and businesses work to seamlessly integrate, digitalize, and optimize business processes for Siemens AG units worldwide and their customers.
”We receive millions of tickets a year from Siemens AG employees and external customers/vendors around the globe. To provide best-in-class customer service, it is important for us to efficiently connect our customers with the right resources. When evaluating our options, Amazon Connect stood out to us because of its intuitive UI, automation capabilities, ability to seamlessly integrate into our environment, and pricing model. Since deployment, Amazon Connect has proven to be a game changer. It is easy to update IVRs and general notices, and the user-friendly interface can be managed by our teams on the ground without having to involve central IT. The pay-as-you-go pricing model gives us the ability to scale up to meet demand, so we no longer have to worry about accommodating fluctuations in call volume. Amazon Connect has been instrumental in our effort to standardize our customer service across all business units, and we are excited to use it as a foundation to harness the AI and ML capabilities AWS has to offer. AWS has been a reliable partner along our journey, and we are excited to continue building together.”
Philip Hechtl, Head of Artificial Intelligence and Digital Service Management - Siemens GBS
LegalZoom.com, Inc. (NASDAQ: LZ), is the number one brand in online business formations and a leading online platform for legal, compliance and tax solutions.
”When evaluating options for our next gen call center application, ease of use, ability to innovate, reliability and cost were our top priorities. Amazon Connect stood out as the clear leader. The cloud contact center migration was one of the smoothest launches of my career. Within hours, we were handling thousands of calls. Today, we have over 700 agents across our customer care and sales divisions handling hundreds of thousands of calls per month. Amazon Connect helps us elevate our customer experience by making it easy to tailor services to meet our customers’ needs.”
Domenick Riccio, Senior Director of Technology - LegalZoom
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
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
Ring customer service is more efficient and intelligent with Amazon Connect.
“Ring, a home security and smart home company, uses Amazon Connect to provide contact center agents with all the information they need to provide faster and more personalized service.”
Jon Irwin, Chief Neighbor Experience Officer - Ring
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
“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 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
Peraton brings a diverse set of capabilities to our U.S. government customers in defense, intelligence, civilian, health care, and state and local markets.
“From mission services to digital transformation to enterprise operations, everything we do supports one imperative: solving some of the country’s most complex challenges. The Amazon Connect contact center solution provides a robust backbone that supports our customers’ missions. We use Contact Lens for Amazon Connect to analyze post-call metrics, sentiment, and trends to understand our customer better and provide superior, proactive service,” said Mike Kirkland, senior vice president of offerings at Peraton. “We're excited for Contact Lens for Amazon Connect's new real-time capabilities, which will allow us to detect customer experience issues during live calls so supervisors can jump in to provide immediate support, and improve the first call resolution rate by 25%, while reducing overall volume and costs by 5%.”
Mike Kirkland, Senior VP of Offerings - Peraton
Pomeroy handles hundreds of thousands of voice, chat, email, and webform contacts per month, delivering best-in-class IT Service Desk Support to our clients.
“We manage hundreds of agents around the world, and as our customers and contact center agents migrated to a variety of work-from-home scenarios, we saw increased call latency, application slowness, and access issues multiply exponentially. We made the decision to leave behind a legacy contact centerapplication that sat on multiple servers in over 400 data centers, accessed via VPNs and jump boxes. So, we launched a fast-attack transformation project with our partner VoiceFoundry, and migrated our contact center to Amazon Connect in only four weeks. Since then, we have achieved over a 40% reduction in costs, we’ve integrated with ServiceNow, and we have unparalleled reliability. With Amazon Connect, our agents and customers are truly agile and can work from anywhere there is internet. To top it off, our agents love its ease of use, our customers are thrilled with the quality of the service, and we’ve only just scratched the surface of the advanced customer experience capabilities of this amazing service.”
Jeff Schott, Vice President, Global Service Support & Platform Automation - Pomeroy
Pringle Technologies is an IT consulting startup that helps with implementation of end to end information technology based solutions through cost-savings, quality service, and enabling optimal utilization of internal resources.
“When we launched Bistrostack, Pringle Technologies’ suite of services to improve restaurants’ customer experience, we recognized a major unmet need in the food services industry. Nearly 5-10% of all takeout orders were missed simply because a restaurant’s phone line was in use, calls were dropped, or front of house employees weren’t available. After one or two tries a customer often just gives up. So, we decided to deploy Amazon Connect to help restaurants outsource their orders to a professional contact center. With Amazon Connect, we operate through one central contact center and leverage AWS Lambda to recognize which location is receiving an order based off the phone number calling. Plus, all of our agents can now work remotely with no quality issues or downtime. Now, our clients have lost $0 of revenue because of missed orders and their employees can focus on what they do best, serving customers.”
Sudheer Sajja, CEO - Pringle Technologies
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
StubHub is the world’s largest ticket marketplace. It provides services for buyers and sellers of tickets for sports, concerts, theater and other live entertainment events.
“Having top-tier customer service has always been critical for our business because events and plans often change due to external factors, so when assessing our options, we wanted a contact center solution that could allow us to innovate quickly. Amazon Connect stood out to us because of how easy it was to set up call flows and queues, as well as how easy it is to change them. Setting up a single flow used to take several weeks to a month, but with Amazon Connect, we were able to set up our first flow in one day. In three months, we were able to launch a new customer support line with multiple flows and queues. In addition, Contact Lens for Amazon Connect has enabled us to analyze our customer calls in real time as they progress through our call flows. The insights we have been able to glean from analyzing customer calls has helped us to modify our flows and queues to decrease time to resolution and increase customer satisfaction. Last, as an events based business, Amazon Connect’s pay-as-you-go pricing has been a major cost saver for us. With Amazon Connect, we only pay for the time we are interacting with customers, so we can invest in the parts of our business that need it most."
Chris Leaverton, Sr. Product Manager, Customer Experience Platform – StubHub
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
Direct Interactions is unlike any outsourced call center solutions provider in the United States. They redefine the customer service experience one call at a time with their award-winning, white glove customer service that builds trust, improves retention rates, and strengthens brands.
“We recognized the benefits of having a cloud-based contact center years ago, but the vendor we initially chose had reliability issues. Since moving to Amazon Connect, we've had zero outages and internal support tickets. It's saving us $27,000 a month allowing us to put money back into sales and marketing and invest in our business instead of investing in contact center licenses.”
Matt Storey, President - Direct Interactions
Founded in 2010, amaysim is a provider of energy and SIM-only mobile plans. In nine years, the online-led business has grown to be the fourth largest independent mobile services provider and the largest Mobile Virtual Network Operator (MVNO) in Australia, with over 1 million mobile subscribers.
"At amaysim, Amazon Connect has been a big win for us because it is designed to be easily deployed by contact center staff and IT with little knowledge of AWS. The ability to quickly innovate and change has been a big advantage to us. At amaysim, we make build vs. buy decisions very consciously and our strategy is to build pieces that are specific for our business. Contact Lens for Amazon Connect not only provides us with an end-to-end application experience for AI-powered contact center analytics but also gives us the flexibility to do custom BI analytics and the agility to build proprietary data science models using its rich metadata."
Peter James, IT Operations Director - amaysim
AnswerConnect is a 24/7 live call answering service.
"As a fully remote company, we needed a cloud-based soft phone that could easily scale up or down, keep our remote workers connected, and give us the 24/7 availability our clients know us for. Amazon Connect has provided that and more. We have real-time, historical visibility, and reporting. Amazon Connect easily integrates with our existing systems, and the usage-based pricing accommodates our need for seasonal scalability without financial impact. These factors made our decision to move to Amazon Connect an easy one. It was the best choice for both us and our customers."
Natalie Fung, CEO - AnswerConnect
Vodafone NZ is one of the largest telecom providers in New Zealand with almost three million connections.
“We selected Amazon Connect because it helps us provide a better experience to our customers. We’ve almost finished our implementation and we’re already seeing improvements in our customer satisfaction metrics. Amazon Connect has helped us simplify our contact center operations by drawing on artificial intelligence and machine learning technology to automate our most common requests. We’ve also built voice and chat channels to offer customers a personalized experience, reduce wait times, and help solve customer issues faster. With Amazon Connect, we are confident we will be able to scale our contact center and adjust to our customers’ needs in real time as we strive to continually raise the bar on our customer experience.”
Mark Fitzgerald, Head of Digital Tools - Vodafone NZ
Travel & Hospitality
SIXT is a leading global mobility service provider with approximately 2,100 locations in over 110 countries.
“For years, we focused on email and voice channels to help customers resolve issues related to their car rentals. With the increasing number of digital sales channels in our business, it became clear that choosing between waiting in call queues and emailing our representatives was becoming outdated and unfit for customers with urgent issues. We decided to pilot Amazon Connect Chat so that customers could receive immediate and personal service on the go. We know that Amazon Connect Chat has been an effective tool for our Customer Service Team because of the great “Customer Excitement” (CSAT) results it has generated. The Chat channel scores 20% higher on our Customer Excitement metrics than our legacy customer service channels, and our first contact resolution rate has been raised to >90%. We aren’t stopping there: we are going to continue to innovate with 24/7 chat-bot self-service options to further streamline the resolution process for our most common requests as we roll out Amazon Connect Chat for a wider array of use cases.”
Dr. Peter Beermann, Executive Vice President of Network & Customer Management - SIXT
RedAwning is the world’s largest branded network of vacation rental properties offering 24/7 guest and property manager support services. With over 100,000 unique rental properties in over 10,000 destinations, RedAwning is the leading supplier of vacation rentals to every major online booking website.
"RedAwning serves tens of thousands of vacation rental guests each month. With Amazon Connect and Amazon Lex, we are able to serve our guests more quickly, while also improving efficiency for RedAwning. Using Amazon Lex, we built Scarlett, a virtual assistant that can access our reservation database using AWS Lambda. Through Amazon Connect with Amazon Lex, Scarlett answers calls, engages naturally with guests, and then quickly matches them with their reservations. Scarlett can resolve the issues guests most frequently call about without the need to interact with a human agent, which allows us to easily scale our operations to match our rapidly growing customer base. Using this Amazon Lex integration with Amazon Connect, we no longer have expensive per agent license costs, nor the complexity of having to manage telephony, providing us with 10 times the functionality at 1/10th the cost.”
Tim Choate, Founder and CEO - RedAwning
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
DH Enterprise sells air-inclusive vacation packages to North Americans. The offering spans hundreds of vacations to more than fifty destinations across the globe. We distribute these through our Great Value Vacations, Sceptre Vacations and Aer Lingus Vacations brands. Our seamless e-commerce experience makes booking these pre-built packages quick and easy. A custom collection of tightly-integrated back-office tools make fulfilling these vacations seamless and efficient.
“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 reduced our total spend by 18% and we are looking to continuously add new features to help further maximize the positive customer experience of vacation planning.”
Adam Zerlin, COO - DH Enterprise & Associates
Priceline.com is an online travel agency for finding discount rates for travel-related purchases such as airline tickets and hotel stays.
"At Priceline, our customer care team handles travel interruptions for customers, such as flight delays and re-bookings. It's important to us that customers can quickly get back to planning for or enjoying their trips. However, our previous contact center was stretched across multiple systems, which meant we needed an entire team just to distribute traffic. We were unable to quickly pivot, and some changes took weeks. We chose to move our centers and IVR to Amazon Connect in order to modernize our contact center environment. When the COVID-19 pandemic began, we saw our call volume spike >300% above normal levels, causing our hold times to dramatically increase, along with others in travel. Amazon Connect allowed us to respond quicker than ever, enabling over 1,000 agents to work from home overnight, and introducing queued callbacks for our customers. With only 20 minutes of work, we also were able to prioritize those customers who were supposed to travel in the next 72 hours, to ensure the most urgent issues were dealt with first, while providing less-urgent callers a fully-automated path to resolve their issue. We spend a lot of time providing service for our customers, and not once did we have to ask ourselves 'can our contact center infrastructure handle this?' We knew with Amazon Connect we were better-prepared to provide superior customer service and quickly make adjustments when needed."
Jennifer Featherling, Director of Contact Center Technology - Priceline
Tabcorp is one of Australia’s top gaming and entertainment companies. It operates three market leading businesses: Lotteries and Keno; Wagering and Media; and Gaming Services.
“We decided to update our IVR system, and with Amazon Connect, we can now leverage a range of machine learning (ML) tools to automate and enhance the phone-betting experience. The updated IVR offers customers real-time transactions through the use of either touchtone on their phones or by simply speaking to natural language understanding technology with ML services from AWS powering complex algorithms. Amazon Connect is integrated into our digital APIs so that we have consistency across channels and can move to a pure omnichannel experience for our customers”
Graeme McCormick, Head of Wagering Digital, Tabcorp