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.
Book a 30-Minute Amazon Connect AssessmentWhat 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.
- ✓ 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
A Regional Insurance Carrier
Legacy Platform Migration with CRM Integration
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.
Outcomes: Migrated 40+ agents off legacy infrastructure. Policy data surfaced directly in the agent desktop. Improved first-call resolution with reduced average handle time.
Migration Methodology
A phased approach that de-risks cutover from legacy platforms and keeps member services running throughout the transition.
Discover
Design
Build
Test
Pilot
Cutover
Hypercare
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.
Book a 30-Minute Amazon Connect Assessment