用定制的、合适规模的基于云的解决方案让客户满意

云计算
re:Invent
0
0
## 视频 <video src="https://dev-media.amazoncloud.cn/30-LibaiGenerate/31-LiBaiRebrandingVideo/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks_-LBrebrandingWCaptionCN.mp4" class="bytemdVideo" controls="controls"></video> ## 导读 深入了解Freshworks的改变游戏规则的解决方案,融合了人工智能的力量,旨在现代化IT服务和运营,并确保快速实现价值。通过直观、集成和适度的方法,您可以赋予您的业务增强员工生产力并最大限度地提高服务可用性。此外,探索如何将IT服务管理扩展到所有部门,为独特需求提供定制控制和可见性。而且由于亚马逊云科技具有几乎无限的存储和计算能力,您不必担心容量和性能问题。本演示由Freshworks与亚马逊云科技合作伙伴共同呈现。 ## 演讲精华 <font color = "grey">以下是小编为您整理的本次演讲的精华,共500字,阅读时间大约是2分钟。如果您想进一步了解演讲内容或者观看演讲全文,请观看演讲完整视频或者下面的演讲原文。</font> The video content primarily focuses on an in-depth discussion between Samir, the global marketing director of Freshworks, and Nick, the general manager of SoftwareONE, on how their respective companies collaborate to offer customized and suitable cloud solutions that satisfy their customers. Samir began by outlining the journey of Freshworks since its inception in 2010. With tremendous growth over the past 13 years, the company's revenue surpassed $580 million in 2021 after going public. Now with a workforce of approximately 5,000 employees and numerous industry awards under its belt, including the Amazon Web Services (亚马逊云科技) Partner of the Year Award in 2022, Freshworks has established itself as a leading provider of SaaS products. Samir highlighted their product portfolio, which includes customer service, IT service management, CRM, and marketing automation. The key to their success lies in the Freshworks platform, which allows developers to build and host applications in the Freshworks marketplace. Nick elaborated on how Freshworks integrates with [Amazon Connect](https://aws.amazon.com/cn/connect/?trk=cndc-detail) to provide advanced contact center capabilities. He listed several key advantages of this integrated solution. Firstly, the ability to connect data from sources such as CRM and ITSM enables agents to provide customers with a unified context view, reducing processing times. Secondly, incorporating AI and ML offers richer self-service options and generates insights that can drive further automation, creating a flywheel effect over time. Thirdly, simplifying the procurement process through the 亚马逊云科技 Marketplace. To demonstrate the power of this solution, Nick shared a customer case study. In the first month after the basic integration between Connect and ITSMA was deployed, the customer discovered a 40% reduction in handling times, a 30% decrease in call volumes, and cost savings achieved through containment. As the flywheel continues to spin and insights are mined for further automation, the entire organization benefits from these advantages. The final result is a better experience for customers and agents while lowering operational costs. 尼克强调,ITSM和帮助台往往是组织内部实现现代联系中心功能的先驱,因为它们的风险较低且回报较高。一旦证明可行,这些功能便可其他服务和产品线上扩展。他认为,忽视集成机会的公司在联系中心升级或迁移过程中可能会错失显著性能改进的机会。 总的来说,该视频展示了Freshworks和SoftwareONE如何携手提供合适大小、集成、AI优化的亚马逊云科技解决方案,使企业能愉悦客户。核心主题包括可扩展的灵活性、无缝跨系统数据共享、基于[机器学习](https://aws.amazon.com/cn/machine-learning/?trk=cndc-detail)的自助服务和自动化以及简化的云采购。借助Freshworks的SaaS产品和SoftwareONE的集成专长,企业可打造个性化、高效的客户体验。该视频还提供了一些现实世界的例子,展示了这个领先平台和集成商在亚马逊云科技上取得的实际好处。 **下面是一些演讲现场的精彩瞬间:** 软件ONE的客户体验和联系中心总经理在re:Invent会议上向观众发表演讲。 ![](https://d1trpeugzwbig5.cloudfront.net/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks_/images/rebranded/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks__0.png) 作为Freshworks公司的领导者,他分享了公司的发展历程、成功上市以及与合作伙伴亚马逊云科技的紧密合作关系。 ![](https://d1trpeugzwbig5.cloudfront.net/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks_/images/rebranded/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks__1.png) 他强调了高效软件对于满足客户需求和激励员工的重要性。 ![](https://d1trpeugzwbig5.cloudfront.net/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks_/images/rebranded/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks__2.png) 在演讲中,他回顾了互联网时代的到来如何消除了地理限制,为客户服务带来了前所未有的便捷性。 ![](https://d1trpeugzwbig5.cloudfront.net/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks_/images/rebranded/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks__3.png) 同时,他也提到了各个业务部门独立使用软件导致的复杂性增加,以及个性化和移动技术的普及进一步加剧了这一现象。 ![](https://d1trpeugzwbig5.cloudfront.net/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks_/images/rebranded/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks__4.png) 为了应对这些挑战,Freshworks推出了Freshservice这款集资产管理、服务管理和运营管理于一体的软件,旨在为员工提供卓越的用户体验。 ![](https://d1trpeugzwbig5.cloudfront.net/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks_/images/rebranded/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks__5.png) 最后,这位领导人邀请观众参观亚马逊云科技展台,深入了解成功案例和潜在合作机会,并鼓励大家提出问题和分享见解。 ![](https://d1trpeugzwbig5.cloudfront.net/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks_/images/rebranded/BIZ113-S-Delight_customers_with_customized__right_sized_cloud_based_solutions__sponsored_by_Freshworks___Freshworks__6.png) ## 总结 该视频主要探讨了Freshworks公司的Samir和SoftwareONE公司的Nick如何通过采用合适的云基础设施解决方案来满足公司和员工的需求。Samir详细介绍了Freshworks这家成立于2010年的领先软件即服务(SaaS)解决方案提供商。他概述了该公司的一系列产品,包括用于客户支持的Freshdesk、用于IT服务管理的Freshservice、Freshsales CRM以及Freshmarketer。Nick阐述了Freshworks如何与[Amazon Connect](https://aws.amazon.com/cn/connect/?trk=cndc-detail)集成,实现快速扩展,深入整合数据以提供无缝的客户体验,并简化采购流程。他还分享了一个实际案例,展示了屏幕弹出和集成处理时间减少了40%,并且在一个月内将呼叫量减少了30%。核心观点是,诸如AI和集成等现代功能已逐渐成为联系中心的标准配置。从风险较低的IT服务管理案例入手,通过深入了解整个组织的收益来实现这一目标。随后,飞轮效应将推动进一步的自动化和提高效率。最终结果将是更满意的客户、员工和成本降低。 ## 演讲原文 ## 想了解更多精彩完整内容吗?立即访问re:Invent 官网中文网站! 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