Amazon Connect Customers

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.

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"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.

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"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.

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"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.

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"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.

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"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.

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"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.

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"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.

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"Configuring and adjusting NAB’s legacy conversational Interactive Voice Response (IVR) was a time-consuming and inefficient exercise that always involved the vendor. Since migrating our IVR to Amazon Connect, NAB now independently runs reports identifying opportunities to improve the customer experience. We can now make changes in a timelier manner, providing constant iteration and innovation for our customers, while helping ensure all enquiries are directed to a self-service opportunity or the most appropriate banker. The IVR on NAB’s primary phone number receives around 18 million inbound calls per year. Today, thanks to the ability to continually improve our systems ourselves, 69% of those 18 million calls are directed to perform self-service transactions within the IVR, enabling 95% to be completed within channel."

Mark Baylis, Executive Direct, National Australia Bank

"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, 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 news gathering 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