GAD clovdtesive Amazon Connect: Rethink Your Contact Reed Center with ue) CloudHesive Georgia Public Sector Innovation Day Georgia Aquarium May 19%, 2023CloudHesive is a cloud software and services firm and an AWS Premier Consulting Partner aws PARTNER @Bcoudttesive We were founded by veterans in the cloud technology space in 2014 unching businesses to new hi g the freedom to focus on what they aficosCloudHesive Offices in US, Argentina and Chile Operations. in Canada, Mexico. fOfe) elie) Va as-c- left meLit etre NA Pert and Ecuador +160 +80 +100 = ed ee ee Globally Peng Paar teccg cet \CloudHesiveilanataicd a = Ey as a sO ee ee waCloudHesive Expertise: Our Clear Differentiation AWS Compatoncies and Programs. AVIS Contfcations ANVS Compatancie validate 10d» Clade emeoyens hare Geren whee eee ese Customer AWS: iaunched more Pavitierss bd orsiS este at Secieeeene ea seaser ates gic asson fr ovelosing and shar AWS iennlca expe, Amazon Gonnect AmbassadoraSaaS Solutions To Enhance AWS We're more than just hired hands. Our ConnectPath and Centricity Software-as-a-Service platforms takes the base AWS functionality and customizes it with features and functionality, without you having to understand the technical underpinnings of complex cloud services. ConneetPath is a multi-tenant SaaS product bull on Amazon Web Services (AWS) intended to salve for Amazon Connect customer's desired capabilities. Primary features includs an Agent and Supervisor Dashboard, providing agditonal capabilities not included in the native Amazon Connect Inarface as Wall as providing addtional channels for agents to engage wih customars Media Bax provides complete Over the Top programming and streaming Services on lop ofamazon Elemanial and Wadia Serves. We provioe You with real-tme dashboards enhanced reporting, dataled analytes, customer Content delivery and video libeary recording and search capabiles. ClougHesive's Secure Workplaces enables customers to instantly manage and oversee thousands of Amazon WorkSpaces and AppStrearn 2.0 Usage across multiple AWS accounts and regions from a single interrace, making it amazingly simple to scale your business,Current Trends in PubSec Contact Center > Voice is still the dominant channel ~ Growing interest in other channels but organizations are unsure where to start; Common challenge in both public and private sector organizations ~Disparate systems ? Beieal for the Contact Center platform to be disconnected from Citizen Fae erm for example; Also common in both public sector and >Legislation and performance > Contract Performance Standards and Evolving Legislation create unique ghallenges in demonstrating adherence to these standards and laws through Contact Center derived data @BevoudtesvePublic Cloud End-User Spending — YoY Growth “Table Woridwiee Pull Choud Services Ene User Spending Forecast (Milena of US. Detar) won 028 ‘Goud Business Process Services [wras) sesst ony nes (Cid Application inane ‘Services (Pass) easa = NoBT? = ta8A08 (Cloud Appiction Services (Sen6)—=~CSSDE~~CTeIOF-—~108208 ‘Goud Naragenent and Security Services ee Ceud Sytem wrasioee T ‘Serves (ans) sosoe sag tw0.288 Daakiapare Serve Basi) a ae ‘Total Market ‘amesr 490333 sonroa @B*cvudHesiveThe Forrester Wave™: CCaaS, Q1 2023 + CaaS customers should look for providers that: > Have a comprehonsive approach to intaprating AlAs nota standalone featur: |tonabis a.core set of GCaaS functions tha eee ie interac the contact center, and different: farently, bul ities are consistent. Conversatonal Al opens the Biro io selrseivice sou os {hat were evi iy concslabin Comveaaien iiemgetce tyres agent performance by making hol ns aun and moking quay manag igs grata, var tine, amano Palizer@s Wh russt esctrror conversobee to nds improve customer experiences Soros the entire organization, nol just in customer service. > Provide a broad, tty inegrated * Given tat the average contact center rector mangos 20 vendor Felatonehipe cantar Canter a ii rom thew solutons as possible, 22ch of he vendors in ie aie provides a mix of copapliias rich broader than whal a avelable fom iraditonal sont center ign The ako eapablines chaos wordorce management cal saccrarg. A down qually managemen, Sigtalustomer service, and complex analytics + Can make essai ing CaaS vendors capture and employ ciical customesinformatign to allow hight personaliz pices Conversational Arye can ip ie epeloma, rege tomaky sal een appbeations Smacter and mote effcieni. Agent sare better abe to provide focused empat al nace tae customer intaraction history fight on ther deshton, Combining Al wrth detated customs inlerachon data enables smart {gcommengations on Row fo approach s'Gustomer during a cnaleniging ntorachon or tam to wienfy the ght Sato GB crudtesiveGartner Market Guide for CPaaS > Key Findings: + Communications platform as a service (CPaaS) business adoption remains robust as software engineering leaders seek to deepen digital engagement with customers and stakeholders as part of digital development strategies on varying use cases. > Enterprises are starting to evaluate more-complex use cases (beyond SMS) requiring rich ‘communications channels and orchestration incorporating artiicial ieligence (Al), riatural language processing (NLP), conversational APIs and simple user interfaces to scale customer ogagement. Veridors are advancing communicalions capabilies in these areas to address honzental and vertical needs, such as campaign management or telemedicine. ~ Mast large organizations have IT, staff members with spftware engineering skils to leverage CPaas, tools, bul there are trends toward IT democratization of roles in business Units and small and midsize businesses (SMBs) where coding capabilities may be lighter. > Mega cloud vendors like Salesforce are expanding their cloud offerings using CPaaS. Hyperscalers ike Alibaba, Amazon and Microsoft are becoming increasingly active in . @BevoudtesveGartner Market Guide for CPaaS + Recommendations: + Address demand for digital engagement using CPaaS by including developers in the CPaaS selection process and direct them to the ecosystem of APis, sofware development kits (SDKs), integrated Gevelopment environments (IDEs), blogs, training ‘and events available for CPaaS vendor offerings to ‘embed communications APIs into applications and business system ~ Promote an expansive Chaaé strategy where rich and advanced CPaaS capabilities can be adopted ‘on more complex and vertical use cases or by other business units by encouraging developers to ‘combine richer modes of communication (like video, messaging apps, omnichannel, canversatianal Al and bots). + Identify CPaaS vendors’ capabilities by avaluating developer toolsets and Integrating with required systems, slong wih Wisual bulders to tuppart noncoders.” seating a + Evaluate how existing relations with mega cloud vendors and hyperscalers can drive advanced CPaaS ‘communications by understanding the depth of their CPaas offerings, integration and partner Capabilities, along with bundling and easy-to-use deployment options. @BevoudtesveGartner Market Guide for CPaaS > Market Definition: > Facilitate simplified access to an array of communications tools (spanning voice, SMS, messaging and video) > Build communications solutions Improve business workflows Enhance customer experience Improve speed to market for new products and services @BevoudtesiveGartner Market Guide for CPaaS > Market Description: > Foundational — These modules are comman communications APIs requested by customers today. Gartner estimates ~ js ise CP it raph pee, sd bulk Ske aidng wh Baste to lacie aathenicakon FA) Socanly and Seeesoe Inttton Protocol SIP) trunks. Messaging app WhaleApp has entered this group for deeper engagement and ommchannel capabiltes. + Emerging — These modules are raglving increased customer demand, bul they ara nol yel a mainstay. In addition, ie agree to. ini ay are olor vane by verbox Exo muse ava es mossdging options and ema ‘advanced security (3 silent mobile flash calling for enhanc bile ide }, voice and me ing bots, Sede cuca carn a aad gas ir rua leurs arent SSS Te nC Fes a aa ae ave eae en eae ia 10 modulae represent potential sources of long-tarm differentiation of fulfl niche parpies ince varia squtons — such ag fetal healincare and emergency ole lead ganeralion and contact centers, Sevoral are investing and evalua io" geting pelzonaized vowr of cusomere. Thora algo a nitagnt cue ‘few are examining support for augmented realiyivirtual reality + Potential ferentiation — venues of mand, Nolath communications, Some venc Inlemet of fir of) and aCibG patent CARA tolaton @B*crudtesiveGartner Market Guide for CPaaS + Corpeaive Pasitioning Improvement Programs: 7 ar aR aS EA, rings ane > Guatames sco leh ecg bark ater "pater by GPS58 von Wor steams, such os logon er wriea pack ewan enw anaconda * RRS ESE nr ta SAN ae aps wo ct Bag ED a aS Se ” RA are ee See ee anaes ean ene ~ Rina ceca Sanne es nro ig CBoeoudHesiveGartner Market Guide for CPaaS > Top CPaaS Trends for 2023 + Conversational “Everything” Over Messaging Channels > Vigual Builders, Bots and Conversational APIs Drive Omnichannel Experiences » CDP Enables Predictive Intelligence for Personalization + Local-Global Expansion Through Channel Partners > Market Convergence of CPaaS, CCaaS, CRM/CDP, Digital Marketing and Social Media » Video Expansion Extending Omnichannel + Enhanced Security Through Authorized Data Sources, Identity Access and Network Programmable Voice and Cloud-Based Voice Infrastructure » Pricing Becomes Complicated + Expansion of Edge/lOT Use Cases 4G, 5G > CPaaS Vendors’ Wholesaling and White Label > Convergence of Developer and Co-Creator, Wi Box Templated Solutions Driving Rich Capai the Extension of Low-Cade and Out-of-the- ies, @BevoudtesveHow we support your mission » Startwith quick wins. + Quickly shove value tothe business; ure the guccass story to evangelize 9 Move from theory to reakworld Show incremental improvement wih ‘minimaline change fo operations > What works as a quick win? Applications with minimal dapandancies or ‘eependencies that ean be reproduced wath ‘minimal ting + Uso Case Speciie: Contact Canter, Public Sector, Compliance @B*evudtHesive + Preliminary Assessment + Typically pertormod bofere the axpeution of a'Statemant of Work Understand drivers, applications, inventory constraints and success criteria > Any immediate opportunities for insprovernent? > Detailad Assessment + First step aller execution of a Siatement of Work + Understand dapendancies (service to service, software, etc) > Understand order of operations for migration and agproachHow we support your business Migration Destination (Landing Zone) Planning and Implementation + Propare AWS accounts to maet customer specific Security, Networking, IAM, Directory and Architecture neds Propare customer organization for shit to AWS + Ensure processes are in place to support ‘migration “+ Migration Planning/Migration Start Plan migration sprints (again by dependency and {ype of migration) + Execute migration sprints + Measure migration sprints @B*crudtesive Post Migration Customer Enablement > Customer CCoE Framework 4 Next Generation Managed SarviessSustainability in Technology Organizational Goals ah Sabie LIT 2 aes lo + Our Unique Position eS eerecrntr ts Pe utes os pyeew a I ~ > Susiainabilty in technology starts with optimizat eat eee ie J Nc pene eC eae eat ae lcd ; Service selection (which can be influenced by/influentes eost optimization objectives) — running 24 ms hours a day servicing work-day application = f v4 i | —At the Core of Sustainability is Value Optimization >Approaches » Cost Optimization = Portfolio Management » Cloud Workload Lifecycle Management + Governance, Risk, Compliance (or the cost of lacking it) + Next Generation Managed Services Philosophy of Continuous Improvement + People (Skilling), Processes, Technology and Measures — CCoE > Outcomes + Organizational Value Creation > Partner Value Creation + Customer Value Creation > Investor Value Creation @BevoudtesveAmazon Connect Overview + ACD-as-a-service + Provision Toll Free or Toll Numbers: > Port in/port out existing numbers + Outbound Caller ID Name + Number + Pre-configurable speed dial numbers + Environment ready within minutes {rom provisioning (regardless of size) + Nearinfinite capacity + Multi-Channel (Voice, Chat, Task) + Simple pricing: + Per minute/message, per leg (Inbound from customer, outbound to agent, platform usage) > Per day, per number + Supports Data encryption at rest with Key Management Service (KMS) + Reports, Recordings Supports Data encryption in flight with customer supplied key + Credit-card-in-IVR-callection @BevoudtesveAmazon Connect Users Integrates with your existing technology footprint Active Directory (or use Directory Service) or SAML > User provisioning requires Jess than 30 seconds of administrator time (point and click), can be automated through API and supports bulk provisioning > Connectivity + WebRTC stream can be routed over Direct Connect > Granular role/germission assignment; Does not need to conform Traditional Administrator/Supervisor/Agent roles > Empower your business to run their business > Supports hierarchies (Supervisor, Lead, Tier 3, Tier 2, Tier 1, etc.) for reporting purposes > Administrative Changes are Logged > Agent Status Changes are Logged @BevoudtesveAmazon Connect Queues +Supports Hours of Operations Define a maximum number of calls for overflow capabilities Supports prioritization and skill based routing (routing profile) Supports custom statuses (On Break, etc.) for reporting and routing purposes @BevoudtesveAmazon Connect Contact Flows + IWReas-a-service Each leg of the call can be influenced: + What caller first soesnears + What caller seesnears when in queue What caller seesMears wien connecting o an + What agent saesnenrs when connecting to a caller + Enableldisable recording of callerlagent legs Play custom audio or text to speech or text (numerous languages and voices) Menus * Digit collection Percentage allocation, look ahead routing, error handling, limeout handing, default routing Speech to text/natural language processing (via Lex) Programmatic functions (vio Lambda) ~ perform real ime data lockup against nearly anything, based on call data, pase results Back tothe call Pass data to Agent (via JavaScript API), CTR (via Kinesis) or lookup historically via Administrator/Supervisory view + eaae + @BevoudtHesweAmazon Connect Metrics > Per Call “+ Customer Trace Record (CTR) + Call Recording > Sent to 83 > Administrator/Supervisor + Trailing since midnight, Past n hours 30 minute granularity » Built in reports/dashboards Real time + Historica! Detailed data extracts > CSV to 83, transfered hourly + Basic + GloudWatch > Per Agent + Agent Event > Streams API + @BevoudHesveAmazon Connect + ConnectPath Professional & Managed Con Services. CBcouditesive athOur Mission Seek and Address our Customers and Partners Feedback and Grow our Users while Building for Sustainability, a Healthy Product Pipeline as a Global Team, Demonstrating our Breadth and Depth of Experience in our Superpowers by Delivering an Industry Leading Platform and Product/Development Organization. @BevoudtesveHow do we do that? +Add value to Amazon Connect (e.g. build on to) by closing gaps in the out of the box experience, versus rebuilding or reskinning the Amazon Connect experience. @BevoudtesveWhere are our opportunities? Amazon Connect CCP > This is a good starting point for customers until they need something that the Amazon Connect CCP doesn't have, then customers are scrambling to build something OR hit the marketplace >+ConnectPath This is customers’ sweet spot +CRM Specific Implementations of Amazon Connect CCP. 2CRM-First Organizations @BevoudtesveProduct Overview >ConnectPath is a multi-tenant, muli-region SaaS product built on Amazon Web Services (AWS) intended to solve for Amazon Connect customer's desired capabilities >The product has a single tier, primarily purchased through the AWS Marketplace and billed per user logged in hour Product's support for SSO is based on Amazon Connect's support and does not integrate its own SSO/Auth; Similarly, customer's data is stored within customer's AWS Account @BevoudtesweConnectPath Differentiators ‘Traditional Supervisor Assist "Ye ect Roath coug aA rg Pre-t Agent-to-Agent Collaboration ihstekee MHS BT feoretonemntten feos Predefined responses oe ne Real-Time metrics ‘athe Ath ved bo ‘Noe and orem im CRM Integrations. ih Nokime Qutb Ench employes weperance It Sever avemston ‘Quality assurance , Intent based NLP imeroweevausbon andvearine v3 aves rate ngage Journey mapping Feet tins nd Porbcoriact height CBcoudHtesiveFeature Areas + Architecture, Security, Operations, Deployment + UNUX Web/Bronser (Extension), Partner/Vendor Front End Integration (Headsets, Dialers, Embeds/Popups) + Auth, RBAC, Settings (Cognito) Customer integration (Public APIs) Partner/Vendor Backend Integration (AWS, IAM, CloudFormation, Pinpoint, SNS, SES, Twilio, Message Media) UCaaS Services/Wabsocket Services/UCaaS Integration RTC Real Time Data (API Collection, Processing, Storage, Retrieval, Personalization) Historical Data (Cross account data take, Formatting, Retrieval, Personalization) Agent Interface (CCP, Streams API, Personalization) IntemnalExtemal Marketplace, Entitlements, Quotas, Metering, Billing Provisioning (Conneet, AWS Accounts, SPP, Cantrol Tower) Localization Contact ConteriCenneet Beebe eeee @B*ecvudtesive35Customer Reference — Contact Center > Customer/industry Morris Global Group is a cancer research company that provides cancer treatment options to country owned healthcare insurances > The goal of MGG is to find the best cancer treatment for patients to save lives and live longer » Challenge + Lack of Domain Knowledge > Approach ™ Provide “Call Center in a Box" for small group of healthcare consultants with Amazon. ConneevConnectrath and WorkSpaces {approximately 5-10 agents to start growing to 100 at scale) > Results: + Setup Amazon Connect and WorkSpaces fer remote agents to field calls and input data for patients, @BevoudtesveConclusion >Iterate introduction of your Contact Center solution — validate your understanding and decrease time to demonstrable value + Build in hours, go live in weeks, evolve with the world +A typical organization likely has multiple departments with varied Contact Center needs — avoid a one size fits all approach Cloud Workload Lifecycle Management-aligned reasoning can help you choose the most appropriate Service for the organization's needs Leverage the Well Architected Framework to assess your Contact Center workloads and manage them like a portfolio » Easy to get started, but don't overlook the details @BevoudtesveThank you! > Lear more about our customer's successes in Contact Center and Public Sector: 2 Leam more about CloudHesive and our Contact Center and Public Sector Solutions: See our Contact Center Services on the AWS Marketplace > See our Contact Center Quick Starts CB*cvudtHesiveFort Lauderdale t00-080-2040 2 eloushesive.com Buenos Aires fvin Santiago de Chile