Financial Services & Insurance

Amazon Connect for Financial Services & Insurance

Replace expensive per-seat licensing with pay-per-use pricing. Integrate with your policy admin and CRM systems. Meet compliance recording requirements without maintaining on-premises hardware.

Start your projectBook a 30-minute session

AWS Partner, Advanced Tier ServicesFounded by former AWS Amazon Connect specialists

Case study · Transportation Agency 40+ agents migrated off legacy infrastructure See the project

The problem

What Financial Services Contact Center Leaders Face

Banks, insurers, and financial services firms run high-volume contact centers under strict compliance requirements — on platforms that charge per seat, per month, whether agents are on calls or not.

What per-seat licensing charges for

Illustrative
Illustrative: per-seat licensing charges for peak staffing all year, while Amazon Connect's pay-per-use pricing follows actual call volume.

  • Per-seat licensing costs that scale linearly with headcount, not utilization

  • Call recording and retention requirements that legacy platforms handle poorly

  • Disconnected agent desktops — agents toggling between phone, CRM, and policy systems

  • Slow IVR changes when product lines or compliance scripts update

  • Limited workforce management visibility across distributed agent teams

  • On-premises infrastructure with rising maintenance and end-of-support risk

Migration methodology

Seven phases. No big-bang cutover.

A phased approach that de-risks cutover from legacy platforms and keeps member services running throughout the transition.

  1. Discover

    We inventory your current routing, IVRs, integrations, and reporting.

  2. Design

    Every component gets an Amazon Connect equivalent and a place in the cutover plan.

  3. Build

    Amazon Connect is built alongside your current platform, which keeps taking calls.

  4. Test

    Test calls run through every flow and integration before any agent moves.

  5. Pilot

    A first group of agents or queues goes live while everyone else stays put.

  6. Cutover

    The remaining queues and phone numbers move over in planned waves.

  7. Hypercare

    The same senior architects stay on after cutover to tune routing and fix issues fast.

  • Per-seat licensing becomes Pay-per-use pricing
  • Call recorder becomes Recording + retention
  • Scripted IVR becomes Contact flows + Lex
  • Phone, CRM, policy becomes One agent workspace
  • On-prem servers becomes Managed by AWS

Case study

A Transportation Agency Migration

40+ Agents Migrated to Amazon Connect

40+agents migrated off legacy infrastructure

Amazon Connect

Transportation Agency: Amazon Connect Migration

The 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.

Outcomes

  • Migrated 40+ agents off legacy infrastructure
  • Integrated third-party data directly in agent desktop
  • Improved first-call resolution with reduced handle time
Plan a similar project (like Transportation Agency)

Start a conversation

Ready to Modernize Your Contact Center?

Book a 30-minute working session with a senior Amazon Connect architect who has delivered for financial services teams.

Start your projectBook a 30-minute session

Prefer email? info@guidedreach.com