Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost.

Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.

https://aws.amazon.com/connect

Presidio Offers

Presidio offers a full range of consulting, assessments, planning and implementation services across different industry verticals.

Areas of Expertise Include:

• Amazon Connect Agent Routing
• Amazon Lambda / API Gateway
• Self-service IVR / Amazon Lex
• Lex Bot integration with Lambda Fulfillment
• Amazon integrations (DynamoDB, RDS, SNS, VPC, API Gateway)
• Integrations to on premise systems such as Cisco, Avaya, Genesys
• Integration with 3rd party products (SalesForce, Twilio, NICE, Verint, Calabrio, eGain, Acqueon, PinDrop)
• Custom Desktop Integration / Screen Pop
• Custom Reporting / Analytics

Key Differentiators

Presidio has a dedicated contact center team with over 16 years of experience and 70 technical resources that focus solely on contact center technologies. Presidio has deployed some of the largest and most complex contact center solutions in the industry, for companies across all verticals.

Today, contact center’s operations and deployments are some of the most complex in the industry. They are multifaceted and require at the core, a business discussion. We do not believe technology solves business problems; the practical thinking and application of the right technology does. We do not start with the technology; we start with the business problem and end with business impact. This always ensures that the technologies we recommend and design align to our customer’s business needs.

Presidio leverages a consultative approach and proven standardized methodologies for achieving project success and customer satisfaction. These methodologies enable us to remain flexible and attack complex problems with a tested and proven approach with excellent results.

Geographic Areas Served

Large Municipal Utility

Background

The Customer, a large municipal utility in California, is currently using an on premise Avaya Contact Center platform. They are adding a new line of business, and would like to provide speech self service and integration to Salesforce.com to support these new calls coming into the contact center.

Challenge

The customer was frustrated by the long timeline, cost, and ongoing maintenance fees to add this functionality to the existing system. In addition to these factors, there is uncertainty to the volume of new calls that will be handled by the new line of business, making it difficult to “right-size” the solution from a capacity and licensing perspective.

Any solution will need to integrate to SFDC to perform self service functionality, and will need to transfer the data collected to an agent to minimize customer frustration if a call needs to be transferred to an on premise Avaya agent.

Solution

• Presidio utilized the Amazon Connect platform to provide cloud based speech self service functionality using Amazon Lex
• The application uses Amazon Lex to collect caller information such as account number and pin
• Data collected in Amazon Connect is passed to the on premise Avaya
• Presidio utilized Amazon Lambda to integrate to web services to both SFDC and Avaya
  • Integration to SFDC was used to lookup customer data and present to the agent desktop (“screen pop”)
  • Integration to Avaya AACC web service for phone number of agent to be routed

Outcome

• Presidio was able to create a proof of concept that reached the following goals:
  • Call transfer to Avaya from AWS through integration to Avaya web service
  • Target call delivery at 10 seconds or less.
  • Development of Self-Service IVR with integration into SFDC
  • Successful load testing of integration and transferred calls
• Demonstrated the ability to activate quickly additional lines of business without significant investment in on premise Agent and IVR Port licenses
• Proof of concept was completed in less than 2 months