Title

AWS re:Invent 2023 - How DISH scaled contact center and agent success with Amazon Connect (BIZ217)

Summary

Steve Johnson, director and GM at Amazon Connect, introduces the session, highlighting the challenges in contact center operations and how Amazon Connect can help.
Amazon Connect is a cloud-based contact center solution that offers easy setup, omni-channel support, and AI/ML integration.
DISH's VP of Software Engineering, Dave Downing, and AWS Principal Solutions Architect, Scott Stimson, share DISH's journey of migrating to Amazon Connect.
DISH needed to scale systems, personalize interactions, increase delivery rates, and manage costs efficiently.
DISH successfully migrated 15,000 agents to Amazon Connect, handling 25% more calls per hour and reducing infrastructure administration.
The migration to Amazon Connect allowed DISH to pay for actual usage, integrate with other AWS services, and improve agent onboarding and customer experience.
DISH plans to further improve agent and customer experiences by leveraging AI, integrating CRM tools, and moving towards a predictive support model.

Amazon Connect's ease of setup and configuration allows for rapid deployment and scaling of contact center operations.
The integration of AI and ML technologies, such as Amazon Q, can significantly enhance agent productivity and customer experience by providing real-time recommendations and automating responses.
DISH's experience with Amazon Connect demonstrates the platform's ability to handle significant increases in call volume and reduce the burden of infrastructure management.
The migration to a cloud-based contact center solution like Amazon Connect can lead to cost savings by shifting from a fixed licensing model to a pay-as-you-go model.
DISH's future focus on an omni-channel experience and predictive support indicates a trend towards more personalized and proactive customer service.
The success of DISH's migration to Amazon Connect underscores the importance of careful planning, training, and collaboration between AWS and the customer's teams.
The session highlights the ongoing need for businesses to innovate in their contact center operations to meet rising customer expectations and the role of cloud-based solutions in enabling this innovation.