Service Desk Transformation

Optimising Facility Management Support with Intelligent Integrations

AHT

Reduction

Achieved through automated customer identification and data compilation.

Peak

Volume Management

Intelligent in-queue callbacks configured to trigger only during volume spikes, reducing customer frustration.

CX

Improvements

Automatically retrieves and displays customer hardware data before the agent answers the call.

October 2024 – June 2025

Facility Services – Amazon Connect; ServiceNow & Lansweeper Integration; AWS Lambda

About Client

A multi decade, leading business services company, employing over 30,000 individuals across Australia and New Zealand.

The Opportunity

The client’s legacy service desk relied on a limited system that lacked CRM integration. Agents were forced to manually search for customer details across multiple platforms, leading to high AHT, frustrated agents, and significant call abandonment rates during peak periods.

Our Solution

Contacx built an enterprise-grade Amazon Connect solution tailored specifically for high-volume technical support.

ServiceNow & Lansweeper Integration: Using AWS Lambda, we built a lookup engine that uses the caller’s ID to search ServiceNow for a profile, then queries Lansweeper to return specific hardware data. This information is presented to the agent the moment the call connects.
Custom Agent Workspace: We configured a version of the Amazon Connect Agent Workspace that supports scheduled callbacks and surfaces the custom data points required for facility management queries.

The Conclusion

The migration has removed the bulk of repetitive, low-value search activities for agents, allowing them to focus on technical resolution. Customers now benefit from a more personalised experience and the convenience of automated callbacks, while the business has seen a material reduction in operational overhead.