Amazon Connect Rethink Your Contact Center with CloudHesive

1. Amazon Connect:
Rethink Your Contact
Center with
CloudHesive
Georgia Public Sector Innovation Day
Georgia Aquarium
May 19th, 2023
Patrick Hannah
CTO

2. 2
CloudHesive is a cloud
software and services
firm and an AWS Premier
Consulting Partner
We were founded by veterans in the cloud
technology space in 2014
We are experts launching businesses to new heights in the
cloud by providing the freedom to focus on what they do
best.
We serve the Americas
Headquartered in Fort Lauderdale, FL, with sales and
engineering teams across the US, CloudHesive has offices
in Norfolk, VA, Santiago, Chile, and Buenos Aires,
Argentina.
Our domain is the AWS ecosystem
CloudHesive offerings include business solutions and
managed services that integrate AWS, Amazon Connect,
Amazon WorkSpaces, and more with a broad portfolio of
related technology partners including our own next-
generation SaaS platforms.

3. Offices in US, Argentina and Chile
Operations in Canada, México,
Colombia, Paraguay, Uruguay,
Perú and Ecuador
3
CloudHesive
+160
Employees
Globally
+80
Average Projects
Completed/Year
+100
Commercial
& Public Sector
Customers

4. 4
+ 100 Customers

5. CloudHesive Expertise: Our Clear Differentiation
5
26 AWS Competencies validate
partner experience across
industries, use cases, and
workloads.
AWS Competencies
and Programs
128 100+ CloudHesive employees have
earned 128 AWS Certifications, and
194 Business and Technical
Accreditations.
AWS Certifications
500+ CloudHesive has launched more
than 500 organizations onto the
AWS Cloud.
Customer
Launches 2 CloudHesive has two AWS
Ambassadors, skilled cloud
practitioners, who have shown a
passion for developing and sharing
AWS technical expertise.
AWS
Ambassadors
Amazon Connect
Ambassador
Program
130+ CloudHesive employees have
earned the Amazon Connect
Ambassador Accreditation.

7. 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.
7
ConnectPath is a multi-tenant SaaS product built on Amazon Web Services
(AWS) intended to solve for Amazon Connect customer’s desired capabilities.
Primary features include an Agent and Supervisor Dashboard, providing
additional capabilities not included in the native Amazon Connect Interface as
well as providing additional channels for agents to engage with customers.
Media Box provides complete Over the Top programming and streaming
services on top of Amazon Elemental and Media Services. We provide you
with real-time dashboards enhanced reporting, detailed analytics, customer
content delivery and video library recording and search capabilities.
CloudHesive’s Secure Workplaces enables customers to instantly manage
and oversee thousands of Amazon WorkSpaces and AppStream
2.0 usage across multiple AWS accounts and regions from a single
interrace, making it amazingly simple to scale your business.
ConnectPath
Centricity
Media Box
Centricity Secure
Workplaces

8. 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
Typical for the Contact Center platform to be disconnected from Citizen
Engagement platform, for example; Also common in both public sector and
private sector
Legislation and performance
Contract Performance Standards and Evolving Legislation create unique
challenges in demonstrating adherence to these standards and laws through
Contact Center derived data

9. Public Cloud End-User Spending – YoY Growth

10. The Forrester Wave™: CCaaS, Q1 2023
CCaaS customers should look for providers that:
Have a comprehensive approach to integrating AI. AI is not a standalone feature; it enables a core set of CCaaS
functions that improve customer interactions. It is early days for AI in the contact center, and different vendors
approach this technology differently, but the benefits of key AI capabilities are consistent. Conversational AI opens the
door to self-service solutions that were previously inconceivable. Conversation intelligence improves agent
performance by making helpful suggestions at runtime and making quality management tools smarter. Over time,
conversation intelligence will interpret customer conversations to help brands improve customer experiences across
the entire organization, not just in customer service.
Provide a broad, tightly integrated suite. Given that the average contact center director manages 20 vendor
relationships, contact center buyers want as much breadth from their solutions as possible. Each of the vendors in
this evaluation provides a mix of capabilities much broader than what is available from traditional contact center
offerings. The list of capabilities includes workforce management, call recording, AI-driven quality management,
digital customer service, and complex analytics.
Can make it personal. Leading CCaaS vendors capture and employ critical customer information to allow highly
personalized experiences. Conversational AI systems can use this customer insight to make self-service applications
smarter and more efficient. Agents are better able to provide focused, empathetic service when the full customer
interaction history is right on their desktop. Combining AI with detailed customer interaction data enables smarter
recommendations on how to approach a customer during a challenging interaction or how to identify the right time to
try an upsell.

11. 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 artificial intelligence (AI), natural language
processing (NLP), conversational APIs and simple user interfaces to scale customer
engagement. Vendors are advancing communications capabilities in these areas to address
horizontal and vertical needs, such as campaign management or telemedicine.
Most large organizations have IT staff members with software engineering skills to leverage CPaaS
tools, but 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 like
Alibaba, Amazon and Microsoft are becoming increasingly active in CPaaS.

12. 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, software development kits (SDKs), integrated
development environments (IDEs), blogs, training and events available for CPaaS vendor offerings to
embed communications APIs into applications and business systems.
Promote an expansive CPaaS 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, conversational AI
and bots).
Identify CPaaS vendors’ capabilities by evaluating developer toolsets and integrating with required
systems, along with visual builders to support noncoders.
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.

13. 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

14. Gartner Market Guide for CPaaS
Market Description:
Foundational — These modules are common communications APIs requested by customers today. Gartner estimates
them to represent ~85% of today’s enterprise CPaaS spend. Many users still focus on SMS for application-to-
person (A2P) and bulk SMS, along with basic two-factor authentication (2FA) security and Session Initiation Protocol
(SIP) trunks. Messaging app WhatsApp has entered this group for deeper engagement and omnichannel capabilities.
Emerging — These modules are receiving increased customer demand, but they are not yet a mainstay. In addition,
the degree to which they are offered varies by vendor. Examples include advanced messaging options and email,
advanced security (such as silent mobile and flash calling for enhanced mobile identity), voice and messaging bots,
and video, incorporating NLP, sentiment analysis and other analytics. Payment capabilities are seeing increased
traction as part of e-commerce solutions. Vendors are also offering solutions for marketing, such as campaign
managers.
Potential differentiation — These modules represent potential sources of long-term differentiation or fulfill niche
avenues of demand. Notable examples include vertical solutions — such as retail, healthcare and emergency
communications. Some vendors offer lead generation and contact centers. Several are investing and evaluating
customer data platforms (CDPs) for getting personalized views of customers. There is also a nascent focus on the
Internet of Things (IoT) and 4G/5G potential. A few are examining support for augmented reality/virtual reality
(AR/VR) solutions.

15. Gartner Market Guide for CPaaS
Competitive Positioning Improvement Programs:
Marketplace — Vendors are expanding their partnership capabilities through internal and add-on marketplaces and ecosystems.
CPaaS vendors may provide marketplaces of third-party add-ons, such as those for sentiment analysis or language translation to
complement their own offerings and to further build a partnership ecosystem.
Customer success plans — These plans help customers get the most out of their CPaaS deployments (often at an extra charge) and,
in many cases, go on to build new CPaaS use cases across business units.
Professional services — These are specific professional services and consulting capabilities that may be brought in (either from a third
party or by a CPaaS vendor) for specific areas, such as legacy or vertical-specific integration (often with an additional charge).
Partner programs — These programs recruit, educate and promote partners to help scale the business. Partners are valuable to reach
the masses of customers, build customized solutions, expand geographies and build horizontally. During 2022, we have seen vendors
launch more formalized programs.
Vertical and regulatory compliances — These involve adherence to vertical compliance (such as Health Insurance Portability and
Accountability Act [HIPAA], General Data Protection Regulation [GDPR] and Payment Card Industry Data Security Standard [PCI
DSS]) so their CPaaS offerings are authorized for use. Data residency and sovereignty requirements are becoming more stringent, as
are requirements for local in-country record/data storage.
Developer blogs, developer relations, certifications, training and events — These build a deeper bond with the developer community.
This is in addition to the core developer APIs, SDKs and documentation.

16. Gartner Market Guide for CPaaS
Top CPaaS Trends for 2023
Conversational “Everything” Over Messaging Channels
Visual 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/IOT Use Cases 4G, 5G
CPaaS Vendors’ Wholesaling and White Labeling
Convergence of Developer and Co-Creator, With the Extension of Low-Code and Out-of-the-
Box Templated Solutions Driving Rich Capabilities

17. How we support your mission
Start with quick wins
Quickly show value to the business; use
the success story to evangelize
Move from theory to real-world
Show incremental improvement with
minimal/no change to operations
What works as a quick win?
Applications with minimal dependencies or
dependencies that can be reproduced with
minimal lifting
Use Case Specific: Contact Center, Public
Sector, Compliance
Preliminary Assessment
Typically performed before the execution of
a Statement of Work
Understand drivers, applications, inventory,
constraints and success criteria
Any immediate opportunities for
improvement?
Detailed Assessment
First step after execution of a Statement of
Work
Understand dependencies (service to
service, software, etc.)
Understand order of operations for
migration and approach

18. How we support your business
Migration
Destination (Landing Zone) Planning and
Implementation
Prepare AWS accounts to meet customer specific
Security, Networking, IAM, Directory and
Architecture needs
Prepare customer organization for shift to AWS
Ensure processes are in place to support
migration
Migration Planning/Migration Start
Plan migration sprints (again by dependency and
type of migration)
Execute migration sprints
Measure migration sprints
Post Migration
Customer Enablement
Customer CCoE Framework
Next Generation Managed Services

19. Sustainability in Technology
Industry Goals
AWS Goals – Water Positive 2030, 100% Renewable Energy 2025
Partner Impact – 1 of 13 domains in MSP Audit focus on sustainability
Industry Impact – 1 of 6 pillars in Well Architected Framework focus on sustainability
Customer Impact – Proactive (planning) and reactive (actual consumption) visibility into a workload’s Carbon Footprint
Organizational Goals
Our Goals – Influence and impact our customers through leadership
Our Unique Position
Cross section of customers
Influenced Impact
Direct Impact
Sustainability in technology starts with optimization (cost, performance, etc.) – it doesn’t end
there
Defining operational parameters – how “fast” does ”it” need to be?
Service selection (which can be influenced by/influences cost optimization objectives) – running 24
hours a day servicing work-day application

20. 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

21. 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 from provisioning (regardless of size)
Near-infinite 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-collection

22. Amazon Connect Users
Integrates with your existing technology footprint
Active Directory (or use Directory Service) or SAML
User provisioning requires less 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/permission 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

23. 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

24. Amazon Connect Contact Flows
IVR-as-a-service
Each leg of the call can be influenced:
What caller first sees/hears
What caller sees/hears when in queue
What caller sees/hears when connecting to an agent
What agent sees/hears when connecting to a caller
Enable/disable recording of caller/agent legs
Play custom audio or text to speech or text (numerous languages and voices)
Menus + Digit collection
Percentage allocation, look ahead routing, error handling, timeout handling, default routing
Speech to text/natural language processing (via Lex)
Programmatic functions (via Lambda) – perform real time data lookup against nearly anything, based on call data,
pass results back to the call
Pass data to Agent (via JavaScript API), CTR (via Kinesis) or lookup historically via Administrator/Supervisory view

25. Amazon Connect Metrics
Per Call
Customer Trace Record (CTR)
Call Recording
Sent to S3
Administrator/Supervisor
Trailing since midnight, Past n hours
30 minute granularity
Built in reports/dashboards
Real time + Historical
Detailed data extracts
CSV to S3, transferred hourly
Basic
CloudWatch
Per Agent
Agent Event
Streams API

26. Amazon Connect + ConnectPath
Increase Revenue Earn Trust
Scale
Partnerships
Operations
Excellence
Professional & Managed
Services
ConnectPath

27. 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.

28. 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.

29. 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
CRM-First Organizations

30. Product Overview
ConnectPath is a multi-tenant, multi-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

31. ConnectPath Differentiators

32. Feature Areas
Architecture, Security, Operations, Deployment
UI/UX Web/Browser (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/Websocket Services/UCaaS Integration/RTC
Real Time Data (API Collection, Processing, Storage, Retrieval, Personalization)
Historical Data (Cross account data lake, Formatting, Retrieval, Personalization)
Agent Interface (CCP, Streams API, Personalization)
Internal/External Marketplace, Entitlements, Quotas, Metering, Billing
Provisioning (Connect, AWS Accounts, SPP, Control Tower)
Localization
Contact Center/Connect

33. 35

34. 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
Connect/ConnectPath and WorkSpaces (approximately 5-10 agents to start growing to 100 at scale)
Results
Setup Amazon Connect and WorkSpaces for remote agents to field calls and input data for patients.

35. 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

36. Thank you!
Learn more about our customer’s successes in Contact Center and Public Sector:
https://www.cloudhesive.com/case-studies/
Learn more about CloudHesive and our Contact Center and Public Sector Solutions:
https://partners.amazonaws.com/partners/001E000000qK5f6IAC/CloudHesive
See our Contact Center Services on the AWS Marketplace
https://aws.amazon.com/marketplace/seller-profile?id=8ede04c0-e9d6-45ae-a327-231729732a50
https://aws.amazon.com/marketplace/seller-profile?id=69a4f3b9-0df1-4af8-aeab-37a587795dfe
See our Contact Center Quick Starts
https://aws.amazon.com/solutions/consulting-offers/cloudhesive-cmcc-compliance/?did=co_card&trk=co_card
https://aws.amazon.com/solutions/consulting-offers/cloudhesive-centricity-secure-workplaceforgovernment/

37. Fort Lauderdale
2419 E. Commercial Blvd, Ste. 300
Ft. Lauderdale, Florida
USA
Buenos Aires
Av. Del Libertador 6680, Piso 6
CABA, Ciudad de Buenos Aires
Argentina
Santiago de Chile
Cerro El Plomo 5420 SB1, Oficina 15
Nueva Las Condes, Santiago de Chile
Chile
800-860-2040 x2
sales@cloudhesive.com
cloudhesive.com