Building contact center resiliency with Amazon Connect

The challenge

A leading insurance provider relied heavily on Amazon Connect for its customer experience operations. While Amazon Connect is highly reliable, the client recognized that even rare service outages could significantly disrupt their business and impact policy holders. The organization needed a way to ensure business continuity and minimize downtime in the event of a regional outage. Their goal was to strengthen resiliency, streamline disaster recovery, and maintain uninterrupted customer engagement.

The solution

The client partnered with TTEC Digital to implement Amazon Connect Global Resiliency across two AWS regions. To ensure seamless failover and continuity, TTEC Digital deployed:

• Amazon Connect Global Resiliency Architecture leveraging APIs and replication services to synchronize critical resources across primary and secondary     regions.
• TTEC Digital Operational Management Portal (OMP) in both regions to centralize configuration, monitoring, and operations management.
• TTEC Digital Voicemail for Amazon Connect deployed across multiple regions to maintain consistent call-handling functionality during failover.
• Amazon Connect Salesforce CTI Adapter and Lambda functions to replicate integrations and workflows in the backup environment.

TTEC Digital’s “vf-backup” service continuously synchronized essential Amazon Connect components between regions, while user acceptance testing, training, and go-live support ensured the client’s teams were fully prepared to manage the new resiliency framework.

The results

With the resiliency solution in place, the insurance provider achieved 99.99% uptime across regions and near-continuous service availability. Critical contact flows and integrations were automatically synchronized, allowing seamless operations during disruptions. Recovery time for essential workflows was reduced to under 15 minutes, and operational teams benefited from centralized monitoring and management. Most importantly, customers experienced uninterrupted service, strengthening trust and satisfaction.