Modernised Contact Centre Operations

Enhancing Experience and Efficiency in Financial Services

100%

Compliance Monitoring

Shifted from manual reviews of just 3% of interactions to 100% automated quality and compliance coverage.

15 Key Criteria

Leveraged Generative AI and Contact Lens to automate the evaluation of 15 key agent performance criteria.

3 System Integration

Streamlined three disparate systems into a single Amazon Connect Agent Workspace to reduce agent friction.

May 2025 – ongoing

Financial Services – Amazon Connect Implementation; Contact Lens; Automated QA; Salesforce Integration

About Client

Our client is a specialist financial services provider in the mortgage sector. Their customer service team manages high-stakes inbound interactions from borrowers, brokers, and third-party agents, where precision and compliance are paramount.

The Opportunity

The client faced significant scalability and consistency challenges within their legacy contact centre environment. Critical issues included inconsistent caller identification, lack of standardised flows for vulnerable customers, and manual QA processes that only captured 3% of calls. This manual bottleneck increased the risk of missing compliance breaches and limited the ability to provide effective agent coaching.

Our Solution

Contacx delivered a phased implementation of Amazon Connect to revolutionise the client’s operations.

Phase 1 (Base Instance): We deployed a foundational instance featuring a customised IVR with Amazon Polly’s neural voice and automated in-queue callbacks to manage wait times effectively.
Phase 2 (CRM Integration): Contacx integrated the platform with Salesforce and the client’s internal data sources. We developed custom lookup logic that surfaces real-time context, such as loan status and recent portal activity, directly within the Amazon Connect Agent Workspace.
Phase 3 (AI Compliance): To solve the compliance gap, we implemented Amazon Connect Contact Lens. By using Generative AI for automated evaluations, the system now assesses agent empathy and protocol adherence across every interaction, feeding into a structured coaching model.

The Conclusion

The transition to a cloud-based architecture has empowered the client with immediate operational resilience and deep analytical insights. By automating compliance and centralising data, the client has reduced agent effort and improved service quality. The platform is now future-ready, allowing for the rapid adoption of further AWS innovations in automation and omnichannel engagement.