Mutual of Omaha implemented Amazon Connect for its contact center to improve the customer experience and enable scalability. An assessment found gaps between Mutual of Omaha's contact center capabilities and its customer-focused strategy. Amazon Connect was selected after a proof of concept demonstrated its ability to deliver an exceptional customer experience. The implementation has supported over 700 live agents across 140+ contact flows. Future plans include analytics-driven optimizations and omnichannel integration.

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Mutual of Omaha Implementation of
Amazon Connect powered by Accenture
F S V 3 0 6
Jim Phillips
Cloud Architect
Mutual of Omaha
Dawn Pielstick
Business Systems Architect
Mutual of Omaha
Shantanu Joshi
AWS Delivery Manager
Accenture
Roy Bacharach
Senior Manager
Accenture

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Fortune 500 company founded in 1909
Headquarters in Omaha, Nebraska
Sell a diversified line of individual and group life,
health, annuity, investment and banking products
Finished 2017 with record
financial performance:
$38.5 billion in consolidated total assets
$7.9 billion in revenue
$3.0 billion statutory surplus

4. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Our Mission
We help our customers
protect what they care
about and achieve their
financial goals.
Our Vision
For every customer ...
a financial future imagined,
planned and secured.
Our Values
We exist for our customers.
We act with integrity.
We are innovative.
We are accountable for results.
Together we achieve greatness.

5. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Building alignment Maturing our strategic
capabilities
Committing to a
customer-focused strategy
Creating clarity
2015
2017 20182015 2016
2016 2017 2018
Defining customer segments
Re-aligning our organization
around our customers
Creating a competitive
advantage
Delivering value to
customers in a relevant way
Declaring our
customer-focused intent
Defining our mission,
vision and values
Building a roadmap
Defining transformational
initiatives

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Mutual of Omaha: Contact Center landscape
Customer
Interaction
Individual products Group products
Agent & Broker Direct to Consumer
All group productsHealth Life Annuity Health Life
Sales
Service
Claims N/A
Sales performed by agents/brokers
Mostly 3rd
parties
Policy Owner Services
Life
Claims
Cancer hospital
claims
Medicare
Supplement
Life
Claims
Cancer hospital
claims
Medicare
Supplement
Sales by employees via brokers
Group Policy Services
Group Claims
Direct Sales
Center
Direct Sales
Center
Policy Owner
Services
Direct Sales
Center

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Instead of an experience like this…
1 2 3 4 5 6 7 8 9 10 11
Emotional
Journey

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We want to provide an experience like this…
Emotional
Journey
1 2 3 4 5 6 7 8 9 10 11

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Achieving core objectives
Accelerate enable
customer self-service
(ECSS) initiative
Develop scalable
and flexible contact
routing model
Build service practice
capability teams
Tactical & support
initiatives
transformation
initiatives
1 2 3 4

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Contact Center strategy defined
Unified
Customer
Experience
Digital
Alignment
Customer
Mobility
Efficient
Operations
Customer
Centricity
Key question
Can our current technology
meet our business strategy?
The Contact Center strategy will support
Mutual of Omaha’s vision and deliver:
• Robust customer self-service options
• Consistent associate desktop
• Advanced in-call knowledge tools
• Simplified internal processed for
servicing requests

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Technology assessment against business strategy
Data
Collection
Leverage Accenture’s
Capability Framework
Technology
Gap Analysis
Analyzed existing documentation
and conducted interviews with key
EA, IS and business representatives
to capture data, understand current
state, and validate key pain points.
Based on the results of discovery,
assessment against Accenture’s
Capability Framework and gaps to
the Business vision and strategy, we
created the technology roadmap to
meet the business strategy.
Leveraged Accenture assets and
industry experience to structure the
assessment, tailoring the framework
to meet Mutual's desired business
strategy and vision.
We conducted an eight-week gap analysis and roadmap project to
define the technology required to implement the business strategy.
ActivitySummary
ActivitySummary
ActivitySummary

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Foundational LeadingIncremental
No CapabilityFully Present
Contact Center capability gaps
Partial
Telephony and
Communications
Multi Channel
Analytics and
Reporting
Workforce
Optimization
Self Service
Associate
Desktop
Real Time &
Historical Reporting
Root Cause
Analytics
Performance
Management
Call & Screen
Recording
Campaign
Management
IP PBX
CTI Screen Pop
Natural Language
Speech Recognition
DTMF Online Portal
Basic Voice
Routing
Email & Fax
Response
Omni-Channel Video Calls
Workflow
Management
UC Client Enterprise CRM Integrated
Knowledge Base
Speech Analytics
eLearning
Next Best Action
(Machine Learning)
SIP
Remote Expert
Outbound Dialer
Voice Biometrics
Skills Based
Routing
Sentiment
Analysis
Workforce
Management
Remote Work
Visual IVR
Call Back
SMS Response
MPLS
Mobile
Unified Desktop
AI Assistant
Click to Call
Predictive
Analytics
Robotic Process
Automation (RPA)
Desktop Analytics
Click to Chat
AI Assistant
Cloud TelephonyTDM PBX
Directed Speech
Recognition
Source: Discussions with Mutual of Omaha IS and EA teams and from Accenture Contact Center analysis.

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We determined CCaaS to be the best approach
Source: Accenture analysis.
CCaaS On-PremisesIaaS
Shift of implementation and delivery risks
to the provider
Flexibility in feature and functions
Shared hosting and support costs
Managed Service included in the Service
Typical Characteristics Typical Characteristics Typical Characteristics
Key Benefits
Operating Model
Key Benefits
Operating Model
Key Benefits
Operating Model
Business has limited capital requirements
Business prefers “pay-by-the-drink” Opex model
Generally a lower number of seats (<2,000) and/or
standard setup with lower level customizations
Business wants flexibility to quickly add/remove
services and features based on business needs
Business has variable call volume requirements
Business has capital budget to purchase and
maintain equipment outright
Hosting abilities are limited or less preferred
High number of seats (>2,000) and/or highly
customized setup
Technology has the necessary resources/skills
to support the solution
Leveraging a shared platform, while
maintaining control over the Vendor A
components directly is preferable
Ability to source basic operating system
operations with greater redundancy while
maintaining the solution autonomy
Solution operated by Technology
Managed Service solution is available
Customer has capital budget to purchase and
maintain equipment outright
Customer has sufficient facilities resources to
host highly available solution components
High number of seats (>2,000) and/or highly
customized setup
Technology has the necessary
resources/skills to support the solution
Security concerns (customer does not want
to use a shared / multi-tenant platform)
Ability to maintain control of environment
and operations from cradle to grave
Solution operated by Technology
Managed Service solution is available

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Final vendor selection
Assessment criteria
14
Assessment
Final Vendor
Recommendation
10 Year TCOFunctional Assessment
Security AssessmentTechnical Assessment
Vendor Presentation
CCaaS Capability Map Strategic Fit

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Connect 14%
Vendor B 14%
Vendor A 5%
Vendor C 50%
No Response 18%
Connect 68%
Vendor B 14%
Vendor A 0%
Vendor C 14%
No Response 5%
Connect 77%
Vendor B 9%
Vendor A 0%
Vendor C 14%
No Response 0%
Stakeholder survey results
RFP Scoring OverallVendor Demos

16. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
We chose Amazon Connect
AWS won in 6 of the 7 assessment areas
10 Year TCOFunctional Assessment
Security AssessmentTechnical Assessment
Vendor Presentation
CCaaS Capability Map Strategic Fit
1 2 3 4
Vendor B Vendor C Vendor AAWS

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Proof of concept goals
Prove TestUnderstand
that Amazon Connect can
deliver an exceptional
customer experience to
Mutual customers
the integration capabilities
of Amazon Connect
the capabilities and limitations
of Amazon Connect

18. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
10:00pm
January 2nd : Timeline of events
6:00pm4:00pm
Carrier Call routing and
PBX issue identified
07:00am
Outage detected
Telephony team works to restore service
Carrier routing
restored
Team mobilized
Contact Center
Buildout
New numbers and
emergency calls
flows ready to be
put into operation
Executive
leadership reaches
out to POC team
Team Builds
the solution
Contingency Connect
platform in place

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AWS Us-East-1
Building the AWS infrastructure
Accounts and VPC for Prod/Non-Prod:
• Shared Services
• Workplace & Emerging Services
• Senior Health
• Solution Architecture
• IS Security
• Life Insurance
• Call Centre as a Service (CCaaS)
• Sandbox
• Acct: IS Security
• Production VPC
VPC
VPG
DX Virtual
Interface (VIF)
to each VPC
VPCVPC
• Acct: Shared Services
• Production VPC
RODC
VPG
VPC
• Acct: Life Insurance
• Production VPC
VPC
VPG
VPC
• Acct: CCaas
• Production VPC
Lambda
Lex Polly
Elastic Search Kibana
VPC
VPG
Internet
• DX Circuit
• 1G port
• 10Gbps Router
• 10Gpbs FW
Internet
MoO WANCRM
MoO Site
Omaha Blair
MoO Site
PSTN

20. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Callback
Start Check working hours
Queue 1 Queue 3Queue 2
Gather customer information
Queue
Treatment
Queue
Treatment
Queue
Treatment
After hrs
Gather customer intent
What are your working hours?
What is your after hours treatment?
Do you use voicemail?
Do you have special messaging?
How are your representatives organized?
What skills do they have?
Do they answer multiples queues?
What are your frequent transfers?
Who are your callers?
Why do they call you?
What kinds of questions do they ask?
What information could you gather from
callers before they speak with someone?
Do you have any self-service functionality?
Transfers
What is your current queue treatment?
Do you have special messaging?
Do you want callback functionality?
Repeatable process for building call flows

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Building the HR Contact Center
Start
Blacklist
Queue
Treatment
Queue
Treatment
Queue
Treatment
Emergency Working HRs
Gather customer intent:
Please let us know why you are calling today
and we will route you to the correct area's voicemail.
Queue
Treatment
I’ll connect you
with a corporate
learning specialist
Someone at the business
partner hotline can help
I’ll connect you with
a payroll specialist
I’ll connect you
with a talent
acquisition specialist
I’ll connect you with
a benefits specialist
Queue
Treatment
Corporate learning queue Business partners queuePayroll QueueTalent acquisition queue Benefits queue
Amazon Connect
Amazon Lex
Amazon Polly
Call logging & reporting
Voice
Mail transfer
AWS Lambda
Amazon DynamoDB
Amazon Elasticsearch ServiceAmazon Simple Storage Service (S3) Amazon Cloud Watch
Gather customer intent:
Thank you for calling the HR department.How can we help you?

23. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Successes to date
700
live agents
in production
140+
contact flows
50+
Lex bots
180+
Lambda
functions
90+
call queues
Key takeaways
Connect is a very different technology solution
Address the need for organization and skill change
Address change at all levels

24. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Artificial Intelligence
and Automation
Future plans
Analytic-driven call
flow optimizations
Omni-channel
integration
Enhanced data-driven
call flows

25. Thank you!
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Jim Phillips
james.phillips@mutualofomaha.com
Dawn Pielstick
dawn.pielstick@mutualofomaha.com
Shantanu Joshi
shantanu.b.joshi@accenture.com
Roy Bacharach
roy.a.bacharach@accenture.com