Alex Sanchez, Fujitsu Global | AWS re:Invent 2020
Channel: SiliconANGLE theCUBE
Date: 2020-12-16

Alex Sanchez talks with John Walls for AWS re:Invent 2020.

#theCUBE #reInvent #AWS

https://siliconangle.com/2020/12/17/fujitsu-embraces-amazon-connect-standardize-global-contact-center-platform-reinvent/

Fujitsu embraces Amazon Connect to standardize global contact center platform

BY TERYN O'BRIEN

Fujitsu Global‘s contact center services around 300 diverse customers, with agents speaking dozens of different languages. The company, which offers IT digital transformation product solutions and services, recently took on the monumental task of standardizing its contact center platform across its global delivery centers.

“Fujitsu’s global delivery organization … tries to build trust at every opportunity,” said Alex Sanchez (pictured), global head of cross-GDC networks at Fujitsu. “We aim to deepen our customer relationships by adding a … mix of rock-solid delivery, innovation and collaboration. However, some of our previous systems did not always offer us the functionality and flexibility that we needed to provide a diverse range of … services to our customers and what they required.”

What was the solution? Sanchez spoke with John Walls, host of theCUBE, SiliconANGLE Media’s livestreaming studio, during AWS re:Invent. They discussed moving to the cloud and ways that Amazon Web Services Inc. has been a good fit for Fujitsu’s needs. (* Disclosure below.)

Fujitsu standardizes cloud contact center needs
Fujitsu’s global delivery centers are interconnected, integrated global teams that deliver a broad portfolio of standardized services, which include cybersecurity workplaces. They are based out of eight key countries, but they service over 100 countries and provide support in over 40 different languages. With countries and businesses all over the map, ensuring efficient operations for its contact center platform is crucial. To enhance its operations, Fujitsu decided to implement Amazon Connect, an omnichannel cloud contact center.

“We strive to evolve our contact centers so that it meets that global need,” Sanchez said. “Our road with AWS Connect started as a two-month proof of concept … with over 150 different agents initially supported out of one of those global delivery centers providing support and services to … one of the regions.”

Fujitsu immediately noticed that Amazon Connect made marked improvements in customer experience, because Fujitsu was able to rapidly onboard new agents and provide automated features, according to Sanchez. These features included call recording, sentiment analysis and integrated callback features, which all helped the company’s customers faster while simultaneously improving the service quality. This forward-thinking initiative also helped during the initial COVID-19 worldwide crisis in March.

“Fujitsu was able to move 95% of its contact survey agents to a remote work environment equipped with the tools that they needed to provide services while remaining safe and productive,” Sanchez stated. “Our contact center agents and operations was not able to persist, but actually thrive during the COVID-19 pandemic and provide the much-needed support that our customers were expecting.”

Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of AWS re:Invent. (* Disclosure: Amazon Web Services Inc. sponsored this segment of theCUBE. Neither AWS nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)