For customer-obsessed Capital One, the biggest benefits of Amazon Connect are faster innovation, seamless customer experience, and ease of use. “Amazon Connect is helping us capture customer intent and provide an even more seamless, personalized customer experience,” says Jared Wall, the vice president for bank contact center channels at Capital One. “In just a few months on Amazon Connect, we’re already improving customer outcomes and overall business agility, and this is just the beginning.”

Amazon Connect makes it easier for Capital One to not only continuously strengthen and fine-tune the contact center experience but also identify customer needs across the business. "By integrating Amazon Connect with natural language processing tools, we get more insight into why customers are calling, what new features they want, how to make calls more efficient for customers, and what new customer-service tools our associates need," says Sondhi. "Inside the contact center, the flexibility of Amazon Connect lets us add new features in weeks instead of the months that our last solution required."

The ease of integrating Amazon Connect with other services and technologies helps make Capital One customer service even stronger and more flexible. "No matter which channel our customers use—our branches, Capital One Cafes, our mobile app, or a contact center—we want a seamless experience," says Sondhi. "Because Amazon Connect integrates with our larger ecosystem, our associates have the information they need to meet our customers where they are and exceed their expectations in all settings."

None of these benefits would matter, of course, if call quality were poor or if unwieldy menus prevented customers from finding fast answers, but Amazon Connect ticks these boxes with ease. "One associate told me that the call and sound quality are so much clearer than the old system that it sounds as if the customer is right next to you,” says Sondhi. “We're also hearing great feedback from customers about the time they're saving with the intuitive IVR menus and the virtual hold with callbacks."

Capital One has no concerns about scale when it extends Amazon Connect to the company's other lines of business. "We have already experienced Amazon Connect seamless scaling without manual intervention as we have doubled initial call volume. Once we deploy it companywide, Amazon Connect will be handling about 25 times the number of agents, calls, and processes that it handles trouble-free today," says Sondhi. "We have no doubt that, just like all the other AWS services we use, Amazon Connect will be able to scale up as much and as fast as we need and support continued innovation and seamless customer experiences across the entire company.”