Enhancing contact centre resilience and disaster recovery capabilities with Amazon Connect
An Australian security, cleaning, and monitoring services provider faced frequent contact centre disruptions due to network outages and integration failures. To ensure business continuity, they needed a robust, cost-effective disaster recovery solution that could integrate with existing systems. Cevo deployed a serverless, omni-channel contact centre using Amazon Connect, improving availability to 99.99%, streamlining operations, reducing costs, and enabling rapid deployment within four weeks.
Disaster recovery PoC
With Amazon Connect
99.99% uptime
Ensuring high availability
Industrial
Industry
This customer is a leading Australian provider of security, cleaning and monitoring services.
Business challenge
The organisation operates a 24/7 contact centre that relies on a third-party platform and an independently managed telephony service. Recently, they encountered several disruptions, including network outages and integration failures with vendor monitoring systems. These issues led to significant operational downtime and disruptions, impacting their ability to deliver services.
To address these issues, the organisation required a reliable, cost-effective disaster recovery (DR) contact centre solution that could seamlessly integrate with their existing systems, provide secure call recording and storage, enable real-time monitoring of agent availability and call metrics, and support features like caller ID display, custom outbound calling, and call intervention capabilities. They also needed a scalable, pay-as-you-go model to align with business needs while ensuring operational continuity.
Solution
Cevo was engaged to design and deploy a proof-of-concept fully serverless, omni-channel disaster recovery contact centre using Amazon Connect. The solution was tailored to meet the organisation’s security, integration and operational needs, ensuring service continuity and a smooth transition from their previous contact centre system.
To resolve integration challenges, Amazon Connect was seamlessly integrated with key systems via custom API-based integrations. This integration resolved issues the organisation faced with their previous contact centre, which had been prone to unannounced updates and frequent disruptions.
Amazon Connect eliminated the need for a separate telephony system, managing all voice services within a cloud-based environment. Secure, encrypted call recordings were stored in Amazon S3, enabling easy retrieval through native search and attribute-based filtering. Role-based access controls ensured compliance with internal policies and industry regulations.
Other key features include multi-call receiving, real-time monitoring and barge-in capabilities, enabling the organisation’s agents to work more efficiently, even remotely. Supervisors could monitor calls and intervene when necessary, improving both service quality and training effectiveness. Additionally, customer profile information is displayed on incoming calls, empowering agents to provide more personalised services.
Amazon Connect Cases also tracks shift drops and ad hoc shift requests, helping agents handle requests more efficiently. The solution also included a custom-built, low-cost monitoring dashboard that provided real-time insights into agent availability and performance metrics, allowing the organisation to manage operations more effectively.
With pay-as-you-go pricing and seamless AWS integration, the organisation minimised operational overhead and reduced costs. The scalable, cloud-based platform handles fluctuating customer demands without the need for complex infrastructure, while ensuring high availability to meet customer expectations and legal obligations, even during system disruptions.
Cevo worked closely with the organisation to ensure smooth integration and a seamless transition to the new platform, ensuring that the solution could go live within four weeks of the initial proof-of-concept. The Cevo team delivered a comprehensive demonstration at the conclusion of the implementation, showcasing the solution’s comprehensive capabilities that address the customer’s requirements.
Outcomes
The proof of concept successfully validated Amazon Connect as a resilient and cost-effective disaster recovery contact centre solution. Following the proof-of-concept, the organisation rapidly deployed the full solution, achieving significant improvements in service continuity, integration, and cost savings. Key benefits include:
- 99% availability – The solution ensures high availability with a 99.99% uptime, allowing the organisation to meet customer expectations and fulfill legal obligations, even during system disruptions.
- Seamless integration – API-based integrations with existing systems eliminate previous disruptions, ensuring stable and uninterrupted service.
- Cost efficiency – The pay-as-you-go cloud model reduces operational overhead and IT costs while delivering a high-performance, flexible solution that scales with business needs.
- Rapid deployment – With the proof-of-concept validated, the organisation was able to deploy the production-ready solution in just four weeks, ensuring quick go-live and minimal disruption to operations.
- Improved agent efficiency – Multi-call handling and barge-in capabilities enable agents to work more effectively, even in remove environments.
- Real-time monitoring – A custom-built dashboard provides supervisors with live insights into agent availability and call metrics.
- Enhanced security – Encrypted call recording storage ensures data protection and compliance with internal policies and industry regulations.
- Improved workforce management – Shift tracking and ad hoc shift requests are efficiently managed using Amazon Connect Cases.
- Personalised customer interactions – Automated caller profile display allows agents to deliver more tailored and informed customer service.
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