Case Studies

Challenge

Legacy phone system with poor call routing, long wait times, no supervisor visibility, and limited ability to scale during enrollment periods.

What We Built

Amazon Connect instance, skills-based IVR and routing, 8+ call queues, real-time supervisor dashboards, agent desktop configuration, and go-live training.

Outcome

• ✓ Production launch in under 10 weeks
• ✓ 30+ agents enabled across student and staff queues
• ✓ Real-time queue visibility for supervisors

Challenge

High volume of repetitive member inquiries and manual document processing straining a small staff with no self-service channel.

What We Built

Conversational AI self-service portal, automated document processing pipeline on AWS, and integration with existing member service workflows.

Outcome

• ✓ Routine inquiries deflected to self-service
• ✓ Staff focused on complex member cases
• ✓ Document processing turnaround reduced from days to hours

Challenge

High call volume for non-emergency city services, long hold times, and no after-hours availability for common requests.

What We Built

Amazon Connect with AI-powered call deflection, IVR self-service flows, after-hours virtual agent, and CRM integration for service request tracking.

Outcome

• ✓ Significant call deflection to self-service channels
• ✓ 24/7 availability for common service requests
• ✓ Reduced peak-hour hold times with improved routing

Challenge

Legacy contact center limiting agent effectiveness, with fragmented workflows and no integration with third-party dispatch and service tools.

What We Built

Full Amazon Connect migration from legacy platform, custom CRM integration into agent workspace, IVR redesign, and supervisor reporting.

Outcome

• ✓ Migrated 40+ agents off legacy infrastructure
• ✓ Integrated third-party data directly in agent desktop
• ✓ Improved first-call resolution with reduced handle time

Challenge

Seasonal call volume spikes overwhelming staff, legacy PBX with no remote-agent capability, and limited real-time queue visibility during tax season.

What We Built

Amazon Connect replacing legacy PBX, elastic queue strategy, seasonal capacity planning, remote agent enablement, and supervisor dashboards.

Outcome

• ✓ 25–50 agents supported with remote capability
• ✓ Elastic capacity handling seasonal call spikes
• ✓ Launched in under 8 weeks before peak season

Challenge

A regional insurer running 40+ agents on a legacy contact center platform with fragmented workflows, no CRM screen-pop, and per-seat licensing costs that made seasonal staffing expensive.

What We Built

Full Amazon Connect migration, custom policy-admin integration into the agent workspace, IVR redesign for claims and policy inquiries, call recording with retention policies, and supervisor reporting dashboards.

Outcome

• ✓ Migrated 40+ agents off legacy infrastructure
• ✓ Policy data surfaced directly in the agent desktop
• ✓ Improved first-call resolution with reduced average handle time

Challenge

Legacy on-premises infrastructure limiting scalability, visibility, and operational growth across multiple agency departments.

What We Built

Full AWS cloud migration, purpose-built network infrastructure, observability stack, and landing zone aligned to agency compliance requirements.

Outcome

• ✓ 12+ workloads migrated over a phased 6-month program
• ✓ End-to-end observability with real-time monitoring
• ✓ Foundation established for continued agency-wide growth