Title

AWS re:Invent 2022 - Optimize contact center outcomes with Amazon Connect (BIZ204)

Summary

Fujitsu's migration to Amazon Connect involved over 125 service desks across more than 180 countries, supporting 450 customers, completed in seven months.
Fujitsu's key drivers for migration included cost reduction, efficiency in onboarding new customers, and providing innovative features.
Amazon Connect's per-usage pricing, next-generation capabilities, and AWS support were pivotal in Fujitsu's decision to migrate.
Fujitsu built an ecosystem around Amazon Connect, integrating with tools like ServiceNow and utilizing AI/ML for automation and security.
The migration led to a 50% reduction in operational costs, decommissioning of third-party solutions, and improved agent efficiency.
New features in Amazon Connect include sentiment analysis, voicebots, and seamless chat translation, enhancing customer service and reducing costs.
Amazon Connect's forecasting, capacity planning, and scheduling tools are designed to be user-friendly and integrate with existing systems.
Contact Lens for Amazon Connect provides machine-learning-powered speech analytics, sentiment analysis, and agent performance evaluations.
Amazon Connect's data can be used with BI tools for comprehensive business insights, and real-time analytics streaming API improves customer and agent experiences.

Fujitsu's successful migration to Amazon Connect demonstrates the platform's scalability and ability to handle complex, global operations.
The cost savings and operational efficiencies gained by Fujitsu highlight the financial benefits of cloud-based contact center solutions.
Amazon Connect's integration capabilities with other systems and tools, such as ServiceNow, are crucial for creating a seamless ITSM environment.
The use of AI/ML in Amazon Connect for tasks like sentiment analysis and voicebot interactions indicates a trend towards more intelligent and automated customer service solutions.
The emphasis on easy-to-use forecasting, capacity planning, and scheduling tools within Amazon Connect suggests a focus on making advanced technologies accessible to users without specialized expertise.
The ability to evaluate agent performance using machine learning and to integrate real-time analytics into agent workflows points to a future where data-driven decision-making is standard in contact center operations.
Amazon Connect's flexibility in pricing, with a pay-as-you-go model, reflects a broader industry move towards consumption-based pricing structures in cloud services.