aws unleash innovation with - eudata · amazon.com passed many milestones in 1997: by year-end, we...

© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.

Oct 10, 2019Alessio Campoccia, Head of Partner and Alliances Italy

Unleash innovation with AWS

We had three big ideas at Amazon that we have stuck with for 20+ years, and they are the reason we are successful: put the customer first, invent, and be patient.

Jeffrey P. BezosFounder and Chief Executive OfficerAmazon.com, Inc.

To our shareholders

Amazon.com passed many milestones in 1997: by year-end,

we had served more than 1.5 million customers, yielding

838% revenue growth to $147.8 million, and extended our

market leadership despite aggressive competitive entry.

But this is Day 1 for the Internet and, if we execute well, for

Amazon.com. Today, online commerce saves customers

money and precious time. Tomorrow, through

personalization, online commerce will accelerate the very

process of discovery. Amazon.com uses the Internet to

create real value for its customers and, by doing so,

hopes to create an enduring franchise, even in established

Innovation started with Books…

..but continue across many domains

Drone Development

Advanced Shopping

Kindle Reader

HomeEntertainm

ent

Grocery Delivery

Video Streaming

Home Automation

Cloud Computing

The cloud market leader by revenue

The cloud leader by segment

The largest cloud growth

The largest number of customers

$31B revenue run-rate

52% market share

$2.1B quarterly YoY

growth

Millions of active users

AWS in figures

22Region World Wide

With minimum 3Availability Zones each

Over 70,000 Customer Service Associates support Amazon customers around the world

Amazon strives to beEarth’s most customer-centric company

AMAZON Customer Service Centers

Millions Of Customers

Dozens Of Languages

32 Countries

We needed the right contact center technology to deliver on our promise

Solutions in the marketplace couldn’t meet our expectations

Heavy Professional

Services

Hardware, Telephony Integration,

Space

Complex Pricing

Security, Scalability, Reliability

DifficultIntegrations

Cumbersome Tools

We needed the right contact center technology to deliver on our promise

So We Built It

Amazon Connect

Real time andhistorical analytics

Skills-based routing[Automatic Call Distribution (ACD)]

Callrecording

High-qualityvoice capability

Easy to use, cloud-based contact center solution that scales to support businesses of any size

With Tools That Grow With Your Needs

Self-serviceconfiguration

100% cloud-based

Amazon Connect Differentiators

Turn Months Into Minutes

Self-service setup with just a few easy steps before you take your first call


Dynamic, personal,& natural contact flows

100% cloud-based

100% cloud-based


Contact Flow Engine – Customer Experience Example

Ok, you are now booked for a

9:00AM departure tomorrow out of San Francisco,

arriving in Seattle at 11:45AM.

Can you please

rebook me for the

same flight tomorrow?

GreatThank you!Data

DipCRM

content

Hi Nikki Wolf,I see your flight was cancelled today. How can

I help you?

Incomingcustomer

call

NATURALAmazon Lex Chatbots

use the same technology that powers Alexa

DYNAMICAnswer customer

questions before theyare even asked

PERSONALContact flows adapt on a per customer basis

Ok, you are now booked for a

9:00AM departure tomorrow out of San Francisco,

arriving in Seattle at 11:45AM.

Can you please

rebook me for the

same flight tomorrow?

GreatThank you!Data

DipCRM

content

Hi Nikki Wolf,I see your flight was cancelled today. How can

I help you?

Incomingcustomer

call

Contact Flow Engine – Customer Experience Example


Dynamic, personal,& natural contact flows Open Platform

100% cloud-based

100% cloud-based


AWS Lambda

Open Platform / Easy Integrations

CustomerDatabases

Business Intelligence

Contact Flows

CRM

Contact Control Panel


Contact Flows

CRM

AWS Lambda

CustomerDatabases


YourS3 Storage

CallRecordings



Contact Flows

CRM

AWS Lambda

CustomerDatabases


Your DataWarehouse

Metrics


YourS3 Storage

CallRecordings


Contact Flows

CRM

AWS Lambda

CustomerDatabases


Workforce ManagementAgent Data


Your DataWarehouse

Metrics

YourS3 Storage

CallRecordings


Contact Flows

CRM

AWS Lambda

CustomerDatabases



Dynamic, personal,& natural contact flows Open Platform

The AWSecosystem

100% cloud-based


The Power of AWS – Not Just Amazon ConnectDatabase

RDS Dynamo Redshift

Management

CloudWatch CloudFormation CloudTrail

Security

IAM Directory Service

Messaging

Pinpoint SNS SES

Development

Lambda API Gateway Step Functions

Analytics

Athena Kinesis Glue QuickSight

Storage

S3 Glacier

AI

Lex Polly ComprehendTranscribe

Workforce Management, Optimization & Quality Mgmt.

Customer Relationship Management (CRM),

Incident/Case Mgmt & BPM

Analytics, Media Channels & Communications

Amazon Connect Technology Partners

CustomerConnected

Minute

Pay asyou go

No hassle

telephony

No requiredcommitments

No hardware or

space required

Pay only for the value delivered to your customers

AutomaticScaling

Amazon Connect

aws unleash innovation with - eudata · amazon.com passed many milestones in 1997: by year-end, we...

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