Title

AWS re:Invent 2023 - Delight customers with customized, right-sized cloud-based solutions (BIZ113)

Summary

Sameer, Director for Partner Marketing at Freshworks, and Nick Richards, General Manager of Customer Experience and Contact Centers at SoftwareOne, discuss the importance of right-sized software solutions.
Freshworks was named AWS Partner of the Year in 2022 and is a finalist in 2023.
Freshworks, established in 2010, went public in 2021 with significant revenue and employee growth.
SoftwareOne is a global AWS partner, integrator, and support operation, deeply integrated with AWS and Freshworks.
Freshworks offers a suite of customer and employee-centric software solutions, including Freshdesk, Freshservice, Freshsales, and Freshmarketeer, all built on the Neo Platform.
Nick discusses the evolution of contact centers, emphasizing the importance of integrations, AI/ML, real-time assistance, and insights from data analysis.
A case study is presented where a customer experienced a 40% decrease in handle times and a 30% decrease in call volume after integrating with Amazon Connect and their ITSM.
The session concludes with an invitation to visit the Freshworks and SoftwareOne booth at the AWS Marketplace area for further discussion.

The partnership between Freshworks and SoftwareOne demonstrates a strong alignment with AWS services, particularly Amazon Connect, to provide scalable and integrated customer experience solutions.
The use of AI and ML in contact centers has become a standard expectation, with Freshworks' AI application, Freddy AI, being a key feature in their offerings.
The ability to rapidly scale services up or down based on demand is a critical benefit of cloud-based solutions, which is highlighted in the context of customer service and contact centers.
The session underscores the trend of contact centers evolving from traditional models to more integrated, data-driven, and AI-enhanced systems that improve both customer and agent experiences while reducing operational costs.
The success story shared by Nick illustrates the tangible benefits of integrating modern contact center technologies with existing ITSM platforms, suggesting a broader applicability of these technologies across different organizational functions.
The emphasis on simplified procurement through the AWS Marketplace indicates a strategic move to streamline the acquisition of software and services, reducing barriers and accelerating adoption.