利用 Amazon Connect 改造金融服务领域的联络中心.pdf

1、 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.B I Z 2 2 0Transforming contact centers in financial services with Amazon ConnectRussell YeatesPrincipal Sales SpecialistHe/Him AWSMaggie Beddow VP of OperationsShe/

2、HerZepz 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.“You cant do todays job with yesterdays methods and be in business tomorrow.”2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Whats changingTraditional differentiators(rate,speed)are commoditizingThe new com

3、petitive battlefieldThe new realityCustomer experience is the sustainable advantageDigital-first expectations across all demographics 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Global vs.Personal The fintech paradoxScale vs.Quality Cost vs.Experience Innovation vs.Stability 2

4、025,Amazon Web Services,Inc.or its affiliates.All rights reserved.AI-PoweredIntelligent deflectionPredictive routingReal-time insightsThe AI revolution in customer experienceWhats possible today vs.yesterdayTraditionalRule-based routingLong wait timesAgent burnout 2025,Amazon Web Services,Inc.or its

5、 affiliates.All rights reserved.The RealityMost implementations fail to deliver on this promiseThe Promise30-50%cost reduction with improved customer satisfaction 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Why most digital transformations fail70%OF DIGITAL TRANSFORMATIONS DON

6、T MEET THEIR GOALSCommon failuresOver-engineeringVendor lock-inChange management resistanceSuccess factorsClear visionRight partnershipsPhased approach 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.What does succ