Coinbase scales omnichannel customer experience using Amazon Connect (BIZ217)

The Journey to Omni-Channel Customer Experience with Amazon Connect

Coinbase's Transformation Journey

  • Coinbase is the largest cryptocurrency exchange in the US with a focus on security, compliance, and user experience.
  • Prior to Amazon Connect, Coinbase faced challenges with their telephony and chat vendors, including high call disconnect rates, lack of integration with Salesforce, and difficulties with international expansion.
  • Coinbase's decision to migrate to Amazon Connect:
    • Consolidated telephony and chat into a single, stable platform with unified workforce management and seamless Salesforce integration.
    • Enabled rapid international expansion with reusable configurations and scalable translation services.
    • Provided the ability to automate voice of the customer insights through Amazon Contact Lens.
  • Key outcomes:
    • 50% faster migration compared to previous vendors.
    • Launched Connect in 7 countries in multiple languages.
    • Seamlessly handled spikes in contact volumes.
    • Integrated with other third-party vendors.
  • Future plans:
    • Expand workforce management capabilities.
    • Enhance use cases for Amazon Contact Lens.
    • Accelerate international expansion.
    • Customize the agent experience.

Amazon Connect: Delivering Omni-Channel Experiences

  • Amazon Connect's vision:
    1. Meet customers on their preferred communication channels.
    2. Provide seamless cross-channel experiences.
    3. Leverage automation and personalization to improve customer experience.
  • Key features and capabilities:
    • Comprehensive communication channels (voice, SMS, chat, email, video, etc.).
    • Unified omni-channel orchestration and automation.
    • Outbound campaigns and proactive customer engagement.
    • Generative AI-powered self-service and agent assistance.
    • Integrated analytics and data ownership.
  • Recent product launches:
    • Email as a native channel.
    • WhatsApp business messaging integration.
    • Inline transactions and sensitive data collection in chat.
    • Conversational AI and Amazon Lex integration.
    • Generative AI-powered outbound campaigns and customer segmentation.

Live Demo

  • Demonstration of Omni-Channel customer experience using Amazon Connect.
  • Key highlights:
    • Seamless customer interaction across WhatsApp, SMS, and voice.
    • Step-by-step agent guidance and Amazon Q&A integration.
    • Proactive outbound communication and credit limit increase.
    • Unified agent workspace and data access.

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