Title

AWS re:Invent 2022 - Improving Multichannel Communications (BIZ201)

Summary

• Sid Rao, the general manager of the Amazon Chime SDK, discusses leveraging AWS APIs and primitives to enhance multichannel communications.
• The focus is on creating engaging, personalized, and coordinated customer experiences across various channels like email, SMS, voice, and video.
• Rao emphasizes the importance of customer obsession and how Amazon's retail learnings have been transformed into AWS services.
• He highlights the industry's challenge in providing a seamless omnichannel experience, with many enterprises having disjointed systems and not utilizing available data effectively.
• Rao presents customer examples, including the United States Postal Service and T-Mobile, to illustrate the use of AWS services in solving complex communication challenges.
• AWS Communication Developer Services, including SES, Pinpoint, and the Amazon Chime SDK, are discussed in detail, showcasing their scalability, intelligence, and ubiquity.
• The session concludes with insights into the importance of deliverability, ISP relationships, and the new features launched at re:Invent, such as Virtual Delivery Manager for SES.

Insights

• Customer Obsession and Engagement: AWS's leadership principle of customer obsession is a driving force behind their communication services. Engaging customer sessions are crucial for retention and recommendation, as indicated by Accenture's findings.

• Omnichannel Experience: Customers expect a seamless experience across all communication channels, with continuity and personalization. However, the industry struggles to meet these expectations consistently.

• Disjointed Systems: Many enterprises face challenges due to disparate communication platforms, which hinder effective customer engagement and data utilization.

• AWS Communication Developer Services: AWS offers a suite of services that cater to various communication needs, from messaging to voice and video, and are used by both independent software vendors and enterprises.

• Intelligence and Machine Learning: AWS services integrate with machine learning to provide intelligent communication solutions, such as agent assistance and personalized customer interactions.

• Ubiquity and Device Accessibility: AWS services ensure broad accessibility across devices, allowing customers to engage with organizations using their preferred methods, including new integrations with Alexa devices.

• Reliability and Global Coverage: AWS services offer high availability, redundancy, and compliance with data sovereignty and regulatory requirements, ensuring reliable communication channels.

• Deliverability and ISP Relationships: AWS focuses on the deliverability of communications, providing insights and recommendations to improve the success rate of reaching customers through various channels.

• Learning Resources: AWS provides a category page with links to GitHub, blogs, and solutions to help users learn about and implement their communication services.