A national healthcare provider with 500+ agents migrated from legacy on-premise system to Amazon Connect, implementing AI-powered routing and CRM integration.
Key Achievements:
- Migrated 500 agents with zero downtime
- Integrated with Epic EHR system
- Implemented HIPAA-compliant call recording
- Deployed AI chatbot handling 40% of inquiries
Technologies: Amazon Connect, Amazon Lex, Lambda, DynamoDB, S3
Download the case study. Regional bank replaced aging contact center infrastructure with Amazon Connect, achieving enterprise-grade reliability and PCI-DSS compliance.
Key Achievements:
- Multi-region deployment for disaster recovery
- PCI-DSS compliant payment processing
- Real-time fraud detection integration
- Omnichannel support (voice, chat, email)
Technologies: Amazon Connect, API Gateway, CloudWatch, GuardDuty
Download the case study. E-commerce retailer implemented elastic contact center solution that automatically scales during holiday shopping season.
Key Achievements:
- Auto-scaling from 200 to 10,000 concurrent calls
- Integrated with Salesforce Commerce Cloud
- AI-powered order tracking and returns
- Multi-language support (12 languages)
Technologies: Amazon Connect, Lex, Polly, Transcribe, Comprehend
Download the case study. Insurance provider implemented intelligent routing and agent assist tools, dramatically improving resolution rates and customer satisfaction.
Key Achievements:
- Skills-based routing with ML predictions
- Real-time agent guidance system
- Automated claims status updates
- Integration with policy management system
Technologies: Amazon Connect, SageMaker, Lambda, DynamoDB
Download the case study. Fast-growing SaaS company deployed global contact center infrastructure across 15 countries in just 90 days.
Key Achievements:
- Multi-region deployment (US, EU, APAC)
- Integrated with Zendesk and Jira
- Automated ticket creation and routing
- Real-time analytics and reporting
Technologies: Amazon Connect, API Gateway, EventBridge, QuickSight
Download the case study. Telecommunications provider migrated from expensive legacy system to Amazon Connect, handling massive call volumes with superior quality.
Key Achievements:
- Migrated 1,200 agents across 8 locations
- Implemented advanced IVR with natural language
- Real-time sentiment analysis
- Automated quality assurance scoring
Technologies: Amazon Connect, Transcribe, Comprehend, Kinesis, Athena
Download the case study.