Although the company’s previous-generation contact-center solution had served it well, Capital One wanted to further speed innovation by replacing it with a system that would integrate more easily with other company systems and support simpler, faster change processes. Sondhi’s team was researching possible candidates when they learned of an option, Amazon Connect, that would perfectly fit the company’s long-term goals of reducing its datacenter footprint, increasing its use of microservices, and building a more open, integrated architecture.
Amazon Connect offers crystal-clear sound quality and lets even nontechnical users easily design flows, manage agents, analyze performance metrics, and serve intuitive interactive voice response (IVR) menus. It’s also simple to integrate Amazon Connect with other tools and services, including Amazon Simple Storage Service (Amazon S3) to store call recordings, Amazon Kinesis to stream metrics to data warehousing solutions like Amazon Redshift, and AWS Lambda to interact with backend systems and APIs. Speech-to-text transcription makes call content available for search and analysis by natural-language-processing tools. With no per-seat cost, Capital One only pays for Amazon Connect when its associates are taking calls.
Although Sondhi was accustomed to easy deployments on AWS, he was impressed by how simple and fast it was to first pilot and then roll out Amazon Connect.
"In a proof-of-concept phase that lasted about three business days, I was able to bring Amazon Connect up, take a simple call flow, and seamlessly integrate with our CRM system," says Sondhi. "Once we started putting Amazon Connect into production, we trained hundreds of associates in just 30 minutes each and achieved 100 percent adoption for our direct bank and fraud operations in just five months. That’s more than twice as fast as prior migrations of this magnitude have taken."