Enterprise contact center transformation with Amazon Connect

The challenge

Facing the end-of-life of its legacy infrastructure, a major enterprise insurance organization needed to quickly modernize its contact center. With 13,500 agents across claims, sales, service, and lending, the company’s reliance on phone-based revenue made a seamless transition critical. The organization had to deploy a scalable solution without disrupting operations or impacting revenue, while maintaining business continuity and preserving existing workflows and integrations. High standards for security, compliance, and global resilience were also essential.

The solution

The company executed a phased migration from its legacy provider to Amazon Connect, minimizing operational risk and supporting multi-channel engagement across voice, chat, and SMS. TTEC Digital integrated key third-party systems, including Verint for workforce management and CRM platforms such as A3 and Agent Cubed. Connections to the legacy data lake were maintained for continuity in data access and reporting. The solution was architected for global resiliency with multi-region failover, and security and compliance were ensured through robust IAM, MFA, and adherence to PCI, HIPAA,SOC2, SOX, and HITRUST standards.

The results

The migration of 13,500 agents was completed with minimal disruption to business operations. Legacy integrations were preserved, allowing teams to maintain existing workflows and performance insights. The company eliminated risks associated with end-of-life infrastructure and established a future-ready, cloud-native contact center. By transitioning to Amazon Connect, the enterprise achieved a significant operational milestone, aligning with its AWS strategy and enabling a scalable, secure, and compliant environment for continued growth and innovation.