© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Modern service desk with Amazon
Connect and News Corp
E U C 2 1 1
Simon Clark
SVP, End User & Infrastructure Services
News Corp
Jessica Mednick
Principle Amazon Connect Sales Specialist
Amazon Web Services
Agenda
• News Corp overview
• Our business challenge
• Why Amazon Connect
• What’s next
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Overview of News Corp
News Corp is a global diversified media and information services
company focused on creating and distributing authoritative and engaging
content to consumers and businesses throughout the world
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Overview of the service desk
• Central employee point of contact
• Troubleshooting
• Collect, analyze, track, and report
on incidents, work orders, and
SLAs
• Liaise with other technology
support groups
• Evaluate tickets for follow up and
reporting multi-user incidents
Overview of the service desk (2018)
• 6,300 employees supported
• 40,000 pa/3,400 monthly submitted
• 37,000 pa/3,000 monthly resolved
• 70% fixed on first contact (FFC)
• 95%-100%
• 36,000 pa/3,000 monthly
• 75%-85% overall volume
• 10%-15% overall volume
• 3%-5% overall volume
• 3%-5% overall volume
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Why Amazon Connect: Speed
Why Amazon Connect: Scale
• Expanded support remit for the service desk
• Six additional North American business units
• 5,000+ incremental employees to support
• Provides consistent employee experience to all North American
businesses
Original scope
6,300 employees
Additional scope
5,200 employees
9 business units
11,500 employees
+
=
Why Amazon Connect: Support
End-of-life interactive voice response/automatic call distribution
• Scale of change to Cisco solution
• Difficult to change configuration without third-party support
• On-premise hosted
• No caller ID
• Lack of integration to Remedy OnDemand
• Limited and cumbersome metrics reporting capabilities
Why Amazon Connect: Experience
Employee chat
• Bomgar chat: Remote support tool with chat capability
• Only used by Dow Jones
• Fragmented employee experience
• Separate solution from Remedy
• Lack of AI machine learning/automation
• Requires own environment (server) and subsequent patching and maintenance
Implementation approach
CRAWL
Create the
foundation
WALK
Build on the
foundation
RUN
Expansion
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Connect: Easy to set up
1. Claim a phone number
2. Set hours of operation
3. Create queues
4. Create prompts
5. Create contact flows
6. Create routing profiles
7. Configure users
Amazon Connect: Forward or port numbers
Amazon Connect: Easy to configure call flows
Amazon Connect: Real-time metrics
• Agents logged in
• Agent status
• Agent activity
• Abandon rates
• Calls handled
• Calls missed
• Occupancy
Amazon Connect: Call recording
AWS Comprehend
AWS Comprehend
Foundational benefits
• Quick set up (three weeks)
• Employee call backs (in sequence/scheduled)
• Enhanced call record (inbound/outbound)
• Enhanced reporting capability
• Improved service desk staff mobility
• Low cost of ownership
Telephony
system
Time
period
Time to
answer
Calls
abandoned
Abandoned
calls %
Employee
supported
Number
agents
Cisco ACD Nov. 2017–Feb. 2018
30 seconds
898 8.13% 5,557 14
Amazon Connect
Nov. 2018–Feb. 2019
15 seconds
318 3.33% 9,650 17
Improved
employee
experience
=
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Inbound call integration
Outbound call integration
In progress
• Switching from selecting call-tree options to voice request
• Implement AI and live chat
• Voice-biometrics-enabled authentication
• Self service single sign-on password reset
• Simple post-call customer satisfaction survey
• Real time Amazon Transcribe and Amazon Comprehend
supervisor alerts
• Sentiment and emerging trend analysis for all Amazon
Connect interactions
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Global shared services expansion
Beyond the service desk
In progress
• Wall Street Journal advertising
direct sales
Opportunities
• New York Post customer service
• Realtor.com contact centers
• Dow Jones/Wall Street Journal
customer service
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
"The time to value was immediate using Amazon
Connect for the News Corp service desk. Due to
the simplicity of Amazon Connect, we deployed in
just three weeks instead of months. Modifications
that used to require a change request and funding
can now be configured instantly.”
Simon Clark
News Corp
Thank you!
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Simon Clark
sjclark@newscorp.com
© 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
