Project Overview

The CCaaS solution, developed and delivered by Digiclarity in collaboration with the AWS team, was designed to modernize the client’s legacy call center infrastructure by migrating it to Amazon Connect. Tailored for a major U.S. airline, this solution leverages technologies such as IVR, a customized chat widget, agent workspace, AWS Lambda, Snowflake, WFM Alvaria, Kinesis Stream, and DynamoDB. The web-based application enables agents to efficiently manage customer interactions with features like a softphone (Contact Control Panel), a visual dashboard for real-time performance monitoring, comprehensive call history and recording functionalities, and various add-on tools. These capabilities ensure that customer inquiries are resolved efficiently, improving overall customer experience and operational efficiency. Our partnership with AWS further strengthened the project, ensuring seamless integration and cutting-edge support.

Project Challenges

Legacy System Migration:

Migrating the client’s legacy call center infrastructure to Amazon Connect while ensuring continuity of service was a significant challenge. The migration required careful planning and execution to avoid any disruption.

Integration of Multiple Technologies:

The project involved integrating several advanced technologies, including AWS Lambda, Snowflake, and Kinesis Stream, into a cohesive system. Ensuring seamless communication between these components was crucial for system performance.

Handling High Call Volumes:

The airline’s call center experiences high volumes of customer inquiries, particularly during peak periods. Designing a scalable solution that could handle this demand without compromising performance was essential.

Real-Time Performance Monitoring:

Implementing real-time metrics and monitoring features required developing a robust dashboard that could provide accurate and timely data for supervisors and managers.

Ensuring Data Security and Compliance:

The solution needed to securely handle and store sensitive customer data, including call recordings, in compliance with industry regulations. This required implementing stringent data security measures.

The Solution

Seamless Legacy System Migration:

We successfully migrated the client’s legacy system to Amazon Connect, ensuring a smooth transition with no disruption to ongoing services. This provided the client with a modern, scalable platform for their call center operations.

Comprehensive Technology Integration:

The solution integrated Amazon Connect with other advanced technologies, such as AWS Lambda, Snowflake, and Kinesis Stream, to create a unified CCaaS platform. This allowed for efficient data processing and seamless customer interactions.

Scalable Infrastructure Design:

Utilizing Terraform, we deployed a scalable infrastructure capable of handling the airline’s high call volumes, especially during peak times. This ensured consistent performance across all scenarios.

Real-Time Monitoring and Dashboard:

We developed a visual dashboard that provides real-time metrics, allowing supervisors to monitor agent performance and make informed decisions. This feature is critical for maintaining high service standards.

Enhanced Data Security:

The solution included robust data management and encryption protocols to secure call recordings and other sensitive customer information. The system was designed to comply with industry standards and best practices for data security.

Tailored Customization:

We developed custom solutions for the airline's specific needs, including a specialized agent workspace and chat widgets that aligned with their operational workflows. These customizations ensured that the solution was not only functional but also optimized for the airline industry.

Project Approach

Understanding Client Requirements:

We worked closely with the airline to understand their specific needs, focusing on scalability, real-time monitoring, and data security. This informed the design and feature set of the CCaaS solution.

Technology Selection and Customization:

After assessing the client’s requirements, we selected and customized the necessary technologies, including Amazon Connect and AWS services, to build a solution tailored to their needs.

Strategic System Design:

A strategic design phase ensured that the system could meet all functional and performance requirements. This included designing a scalable architecture and developing a user-friendly interface for agents and supervisors.

Infrastructure Deployment with Terraform:

Terraform was used to deploy the Amazon Connect ecosystem, ensuring a robust and scalable infrastructure. This approach facilitated efficient management and scaling of the system.

Comprehensive Testing and Optimization:

The system underwent rigorous testing to ensure it met all performance, security, and usability standards. Continuous optimization was conducted to refine the solution and enhance the user experience.

Change Management and Training:

Implemented a structured change management plan, including comprehensive training sessions for agents and supervisors, ensuring smooth adoption of the new CCaaS solution and maximizing its effectiveness across the organization.

Project Learnings

This project underscored the importance of seamless migration from legacy systems to modern cloud-based solutions. We learned the critical value of integrating diverse technologies into a unified platform while maintaining high performance and scalability. The project also highlighted the need for real-time monitoring and accurate metrics for effective management in high-volume call centers. Additionally, ensuring robust data security and compliance was essential in handling sensitive customer information, further reinforcing the importance of adhering to industry standards.

Application Services

Cloud Services

Managed Technology Solutions

Web Technologies

Javascript Frameworks

Mobile App Development

AWS

Azure

Avaya to Amazon Connect Migration