Join us for an overview and demonstration of Amazon Connect, a self-service, cloud-based contact center based on the same technology used by Amazon customer service associates worldwide to power millions of conversations. The self-service graphical interface in Amazon Connect makes it easy to design contact flows for self and assisted call-handling experiences, manage agents, and track performance metrics – no specialized skills required. In this session, you will hear from Capital One and T-Mobile on how they are using Amazon Connect to provide their customers with dynamic, natural, and personalized experiences. See how quickly you can get started with Amazon Connect and build your contact center.

1. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
AWS re:INVENT
Amazon Connect Delivers
Personalized Customer Experiences
for Your Cloud-Based Contact Center
P a s q u a l e D e M a i o — G e n e r a l M a n a g e r , A m a z o n C o n n e c t , A W S
T a m a r a J e n s e n — S e n i o r S o f t w a r e E n g i n e e r , T - M o b i l e
R a j i v S o n d h i — S r . D i r e c t o r , S o f t w a r e E n g i n e e r i n g , C a p i t a l
O n e
N o v e m b e r 2 7 , 2 0 1 7

2. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Strives to be
Earth’s Most Customer-Centric Company
70,000 Amazon customer service associates support customers around the world
Millions of customers
Dozens of languages
32 countries
Amazon
supports

3. We Needed the Right Contact Center Technology to
Deliver On Our Promise

4. Solutions in the marketplace couldn’t meet our expectations
Heavy
professional
services
Hardware,
telephony
integration,
space
Complex
pricing
Security,
scalability,
reliability
Difficult
integrations
Cumbersome
tools
We Needed the Right Contact Center Technology to
Deliver On Our Promise

5. So We Built It

6. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Real time and
historical analytics
Skills-based routing
[Automatic Call Distribution (ACD)]
High-quality
voice capability
Easy to use, cloud-based contact center solution
that scales to support businesses of any size
With tools that grow with your needs
Call
recording

7. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
A m a z o n C o n n e c t
D i f f e r e n t i a t o r s
100%
cloud-based

8. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
A m a z o n C o n n e c t
D i f f e r e n t i a t o r s
Self-service
configuration
100%
cloud-based

9. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Turn Months Into Minutes
Self-service setup with just a few easy steps
before you take your first call

10. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
A m a z o n C o n n e c t
D i f f e r e n t i a t o r s
Self-service
configuration
Dynamic, personal,
and natural contact flows
100%
cloud-based

11. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Contact Flow Engine—Customer Experience Example
Ok, you are now
booked for a 9:00
a.m. departure
tomorrow out of
San Francisco,
arriving in Seattle
at 11:45 a.m.
Can you
please
rebook me
for the
same flight
tomorrow?
Great.
Thank you!Data
Dip
CRM
content
Hi Nikki Wolf,
I see your flight
was cancelled
today. How can
I help you?
Incoming
customer
call

12. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Natural
Amazon Lex (in preview)
the same technology that
powers Alexa
Dynamic
Answer customer
questions before they
are even asked
Personal
Contact flows adapt
on a per customer
basis
Ok, you are now
booked for a 9:00
a.m. departure
tomorrow out of
San Francisco,
arriving in Seattle
at 11:45 a.m.
Can you
please
rebook me
for the
same flight
tomorrow?
Great.
Thank you!Data
Dip
CRM
content
Hi Nikki Wolf,
I see your flight
was cancelled
today. How can
I help you?
Incoming
customer
call
Contact Flow Engine – Customer Experience Example

13. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
A m a z o n C o n n e c t
D i f f e r e n t i a t o r s
Self-service
configuration
Dynamic, personal,
and natural contact flows
Open
100%
cloud-based

14. AWS
Lambda
Open Platform / Easy Integrations
Customer
Databases
Business
Intelligence
Contact
Flows
CRM Contact
Control Panel

15. AWS
Lambda
Open Platform / Easy Integrations
Your Amazon
S3 Storage
Customer
Databases
Business
Intelligence
Call
Recordings
Contact
Flows
CRM Contact
Control Panel

16. AWS
Lambda
Open Platform / Easy Integrations
Your Amazon
S3 Storage
Your Data
Warehouse
Customer
Databases
Business
Intelligence
Call
Recordings
Metrics
Contact
Flows
CRM Contact
Control Panel

17. AWS
Lambda
Open Platform / Easy Integrations
Your Amazon
S3 Storage
Your Data
Warehouse
Customer
Databases
Business
Intelligence
Workforce
ManagementAgent Data
Call
Recordings
Metrics
Contact
Flows
CRM Contact
Control Panel

18. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
A m a z o n C o n n e c t
D i f f e r e n t i a t o r s
Self-service
configuration
Dynamic, personal,
and natural contact flows
Open
The AWS
ecosystem
100%
cloud-based

19. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect Partners
Workforce Optimization
and Quality Management
Customer Relationship
Management (CRM) and BPM Analytics and Communications

20. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect SI Partners
Consulting Partners

21. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
RDT Voice Solutions, Approach, and
Roadmap
W h a t l o o k e d i m p o s s i b l e , w a s t r a n s l a t e d b y t e a m a s I ' m p o s s i b l e
R e t a i l a n d D i r e c t T e c h n o l o g i e s

22. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
• One of the 10 largest banks in the
US based on deposits
• Serving millions of customers
with their financial lives
• Online everywhere, with branches
or cafés in many major cities
About Capital One Bank

23. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Overview: RDT Voice and Telephony
There are three requirements for us to make the ‘right decision’ on our approach to
voice and telephony technology
• Aspirations to have a common cloud environment across all of RDT
• Operational efficiencies and enhanced experiences
• Voice and visuals are the future of customer engagement
Today, we’ll talk about…
• Why Amazon Connect: footprint and rationale
• Approach: how we planned GA to go-live in less than five months
• Implementation story: translating our approach to implementation
• Challenges and lessons: yes, we did make mistakes!
• Production details: what we have so far
• Roadmap and other initiatives: fraud, voice bio metrics, analytics, and natural
language

24. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Capital One Bank: Our Footprint—Old
and New

25. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Today, Our Telephony Environment Differs Across
Direct And Retail—This Creates Inefficiencies In Our
Support Model Direct Bank Retail Bank
Data Center DE (Primary) MN (Secondary) VA and TX Active-Active
Carrier Sprint ATT and Verizon
Hosting Model COF Hosted Solution Vendor Hosted Solution
IVR Avaya Voice Portal 24 x 7
ACD Avaya ACD Avaya eVACD
Routing Call control via Avaya Applet Cisco ICM with IRIS Integration
Call Recording VerInt Ultra 9.3 Nice 4.1 (Passive)
Workforce Aspect WFM 7.x Aspect eWFM

26. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Our Amazon Connect First Go-Live Footprint
Two lines of business
• Direct bank
• Fraud operations
Hundreds of concurrent active/live agents
• Servicing associates
• Fraud associates
Multi-site/multi-shift
Full feature implementation
From GA to go-live in less than 5 months
100% in-house development with strong partnership and support from Amazon
Connect

27. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect: What Made Us Go
with Amazon Connect

28. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Strategic
alignment
We Evaluated Major Players/Vendors Along with Amazon
Connect. At the Highest Level, There Are Four Advantages
with Amazon Connect
Aligned with our cloud strategy and roadmap
Leverage existing partnership with Amazon
Speed to
market
Operational
efficiencies
Experience
Faster implementation and innovation cycles
Focus on software engineering as opposed to infrastructure management
Flexible architecture (serverless)
Significantly lower costs compared to other options: usage-based model
as opposed to fixed licenses; huge cost savings
Business process synergies—the same agent can now service both
Retail and Direct customers
Improvement experience for customers and associates
Digital adoption among our associates

29. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Approach: win fast, win often.
Focus on core, prioritized
parallel execution with a focus
on speed.
Timings: from
development/initial setup to
production in less than five
months

30. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
What Looked Impossible was Translated by
Team as “I’m Possible”
Jan 17,
Engagement
with AWS
March 28th
, Product
GA
April 10,
Direct first
release
Incrementa
l monthly
prod
releases
Pilot go-
live June
26th
July 10
Go-live
migration
starts
Aug 23rd,
Completed
migration
WFM
DR
Sept to
December
On
premises
Q1,
Amazon
Connect
Oct 2017
Work on
retail
migration
beginsKey Callouts
• Product GA to go-live in less than 5 months
• 100% associates-only team
• Phased rollout with feature-based toggle option

31. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Architecture: serverless
implementation aligned with
our cloud engineering
standards
Engineering excellence:
DevOps and CI/CD from day
one

32. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect—Architecture
https://api-it.cloud.capitalone.com:443/dgw
https://api-it.cloud.capitalone.com:443/loan
https://api-it.cloud.capitalone.com:443/ccc
COF (10.0.0.0/8, 172.16.0.0/12, 172.26.0.0/26)
API Delivery
to Sassy
AWS Connect
Capital One 360 Customers
Kinesis
Streams
CapiOne Gateway
ElastiCache
Redis
S3 Buckets
Redshift
HTTPS 443
HTTPS 443
Connect Interaction
RESP 6379
RESP 6379
HTTPS 5439
ASVBANKIVR
API Layer
DGW Profile
CST
HTTPS 443
HTTPS 443
HTTPS 443
HTTPS 443
HTTPS 443
DigitalVPCRetailBankCoreVPCRetailBankVPC
Report Delivery
To Teleopti
SFTP 22
AWS Direct Connect/Interconnect
Direct Connect Router
Capital One Router
WebRTC (VOIP)
Connect Agents
Call Control Panel (CCP)
HTTPS 443 Web Traffic Delivery (Public)
SASSy
HTTPS 443
Public TrafficRetailBank - ASVBANKIVR - Arch Diagram v2.1,
Ryan Carter - 8/25/2017
Private Traffic
CTR Process to DB
RESP 6379

33. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Success: we established success
criteria as part of initial
planning session—operational,
user, and stability.
Lessons Learned: we had our
share of success, “aha,” and
“really” moments

34. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
We Heard Great Feedback and User
Adoption From Our Associates
“The migration process was very
smooth; transition itself was painless.”
“Migrating was as easy as 1, 2, 3. All
you had to do was look in FRANK,
badabing badaboom, you were in.”
“Using the headset has been beneficial
due to having better sound and voice
quality.”
“The call and sound quality are so
much clearer than the old system, it
sounds like the customer is right next
to you!”
“The main perk is that you can sit at
different computers and not worry
about needing a new box or new
headset. It’s a lot clearer.”
“Transferring calls is all digital and if
something goes wrong we don’t need
to use the phone and can just do it on
the computer.”

35. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
It was a huge undertaking with constraints,
challenges, and unknowns. We were able to work
through them towards a successful go-live.

36. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Other Initiatives
Fraud, voice forensics, voice biometrics, personality
based routing, natural language IVR and chat bots, voice
Analytics using Machine Learning
Retail contact center cloud migration by Q2, 2018

37. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
AWS re:INVENT
T-Mobile
A m a z o n C o n n e c t

38. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Digital Transformation
As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is
redefining the way consumers and businesses buy wireless services
through leading product and service innovation

39. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Q3 2017 brought 1.3
million total net customer
additions
18 straight quarters of
adding more than 1
million customers
Customer Growth Leading the Industry

40. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
We make it easy for you to CONNECT WITH US
You will never be transferred EVER
You have a team of experts who GETS IT RIGHT THE FIRST TIME
Want to fix it yourself? WE’LL SHOW YOU HOW
T-Mobile is Famous for Care

41. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
T-Mobile Pilots Amazon Connect
What
• Cell Technicians use the Engineer Driver Test Line for evaluating voice
quality on the network
Why
• Due to recent call volume increases on this test line, a concern was raised
that the increase in volume may interfere with call center performance
How
• Route calls through Amazon Connect and offload from systems
supporting the call centers

42. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
• Quick setup—two hours or less
• One month test run
• 688,000 total calls
• No reported issues
Pilot Use Case: Engineering Test Line

43. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Engineering Mobile Test Line

44. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Evaluation Criteria
Scalability
• The ability to handle an N% increase in volume without any decrease in performance
Reliability
• Designed to provide system uptime of 99.99% or better
Experience
• Overall experience for the users
Technology
• Feature parity with existing solutions
Cost
• Cost effectiveness as compared to existing solutions

45. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Results
• Amazon Connect had no problem responding to our immediate need for high
call volumes
• End-to-end application development was completed in under two hours
• Our application validated:
• Basic IVR functionality
• Instant updates to configuration
• Ability for Amazon Connect to terminate large call volume on demand:
“Bursting Capabilities”
• Call quality
• Built-in historical call volume reporting
• 100% observed reliability

46. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Thank you!

47. Related Sessions
BAP202 Amazon Connect Delivers Personalized Customer Experiences for Your Cloud-
Based Contact Center
Monday
BAP305 How to Integrate Salesforce with Your Amazon Connect Cloud-Based Contact
Center
Monday
GPSBUS205 GPS: Amazon Connect: Powerful, Proven Cloud Contact Center Solution for Your
Enterprise
Monday
GPSCT201 GPS: Deep Dive on Amazon Lex, AWS Lambda, and IVR Monday
GPSCT306 GPS: Automate Contact Centers with Amazon Connect Tuesday
MCL302 Maximizing the Customer Experience with AI on AWS Tuesday
MCL332 Using Amazon Lex to Build a Customer Service Chatbot Tuesday
BAP313 How to Use AWS IoT with your Amazon Connect Cloud Contact Center to
Anticipate Customer Needs
Wednesday
BAP301 Bring the Power of AI to Contact Centers Wednesday
BAP304 How To Use AWS IoT and Amazon Connect to Drive Proactive Customer Service Thursday
BAP307 Use Amazon Lex to Build a Customer Service Chatbot in Your Amazon Connect
Contact Center
Thursday

48. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Remember to complete
your evaluations!