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© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Chris Bergin
Principal BDM
Amazon Connect
Amazon ConnectHow Amazon Conenct and Salesforce Service Cloud Deliver Personal and Natural Customer Experiences
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
A Renewable Energy Company that sells and services wind turbines
Ty p i c a l C u s t o m e r E x p e r i e n c e
Cirrus Energy
• Touch-tone menus • No personalization • No intelligence • No data shared from IVR to Agent
• Personalized• Natural language • Understands intent• Uses data throughout IVR and Agent experience
I d e a l C u s t o m e r E x p e r i e n c e
Easy to use, cloud-based contact center solution that scales to support businesses of any size
With tools that grow with your needs!
Skills-based routing[Automatic Call
Distribution (ACD)]
Callrecording
Real time andhistorical-analytics
High-qualityvoice capability
Amazon Connect
Amazon Connect setup
15 Mins:•Create Amazon Connect instance•Claim phone number•Make a test call•Build Cirrus Energy’s contact flow
connect-e363f55bf7c5/connect/cirrusenergycorp
/aws/connect/cirrusenergycorp
https://cirrusenergycorp.awsapps.com/connect/home
/aws/connect/cirrusenergycorp
Amazon Lex integration
15 Mins:•Create Amazon Lex chatbot•Integrate bot with Amazon Connect contact flow•Make a test call
Amazon Connect CTI Adapterfor Salesforce Service Cloud and Salesforce Sales Cloud
Prebuilt integration from AWS
Simple self-service
Extensible, free, and open source toolkit
Salesforce CTI Integration
15 Mins:•Install AppExchange package•Configure Call Center•Enable Users•Answer a test call
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Live Demonstration
© 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Thank you!
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