Transform and Modernize Your Contact Center With Amazon Connect
Contact centers have been rapidly evolving to keep up with the increase in customer demand and expectations. Now, contact center and customer service professionals are accelerating the rate of innovation with automation, personalization, and unique customer experiences.
Join our online event to explore contact center best practices, hear stories from our Amazon Connect customers hosted by our partners Voicefoundry, Accenture, Connect & ECS. Listen to our Contact center experts, and learn how to leverage Amazon Connect to accelerate your contact center modernization.
AWS Contact Center Innovation Day is a free event designed to give business leaders the opportunity to dive deeper into customer experience and the future of contact centers. We invite you to review the agenda and join us for any or all of the day's sessions that interest you.
AWS Contact Center Innovation Day
September 27, 10:00 am - 12:15 pm CEST
Who Should Attend
This event is ideal for business and technical decision makers who are responsible for customer service and support demands within the contact center. The intended audience for this event includes:
Line of Business Leaders
- Directors of Customer Experience
- Directors of Customer Support
- Directors of Contact Center Technology
- Technology Management leaders
Transform your contact center customer experience with Amazon Connect
10:00am - 10:45am (CEST)
In this session Amazon Connect General Manager, Pasquale DeMaio, delivers an introduction to the service, how it came to exist, and some of the reasons our customers tell us how it helps them innovate their Contact Center experiences.
Following an Amazon Connect demo, VoiceFoundry, an Amazon Connect partner talk with Deliveroo about how they migrated 2000+ agents across 10 markets for both Voice and Chat in just 7 months
1. Pasquale DeMaio, General Manager Amazon Connect - AWS
2. Lorena de la Flor Gonzalez, Industry SA Manager - AWS
3. Amy Norris, Product Manager - Deliveroo
4. Daniel Bloy, EMEA VP - Voicefoundry
Best practices for creating better customer service - Customer Breakout Session
10:50am - 11:20am (CEST)
Based on your location, you will be joined to a regional breakout session to hear a customer case-study presentation (in the local language) to learn about their business, how they define Customer Experience, and what Amazon Connect enables them to achieve.
For German Speaking locations - TUI shares why they chose Amazon Connect to deliver innovative digital experiences.
For France - Webhelp Group Chief Information Officer describes the power of Amazon Connect and how it helped them deliver business continuity when the pandemic hit their customer base in 2020.
For Spain - finetwork explains how they differentiate themselves in a crowded marketplace in part using Amazon Connect.
For Italy - PixartPrinting tell us their journey with Amazon Connect and how they are growing their eCommerce business across Europe.
For UK, Ireland, and rest of world - We invite two customer and their respective Amazon Connect Delivery Partners to discuss their journeys with Amazon Connect. Paddy Power & Connect: Paddy Power and AWS partner Connect explains how voice is used to support the company’s optichannel approach Water Plus & ECS: Waterplus and AWS partner ECS take a look at the turbulence contact centres experienced over the last year and how enhancing CX has delivered better customer interactions.
Customer session in your local language.
DE - TUI
ES - finetwork
IT - PixartPrinting
FR - Webhelp
EN - Paddy Power and Connect - Dan Heap, Director of Automation - Paddy Power. Jack Godfrey, Sales Director - Connect
EN- Waterplus and ECS - Tim Clayton, CTO - Waterplus. Nick Duggan, Contact and Collaboration Sales Director - ECS.
Create a gameplan: start delivering fast, personalized service with Amazon connect
11:25am - 12:10pm (CEST)
Hear from our resident experts how to take your first steps to migrate your Contact Center to Amazon Connect, the factors you need to consider, best practices for success, and how our strong community of partners are able to support you deliver fast, personalized service with Amazon Connect.
1.Naomi Hall, Sr Enablement Consultant - AWS
2.Nathan George, Amazon Connect Partner Segment Lead - AWS
3. Sanjay C. Singh, Accenture ACE+ Technical Lead, EMEA
12:10pm - 12:15pm (CEST)