Comprehensive Compliance & Risk Management for Modern Contact Centres
We help CX and technology leaders navigate the full spectrum of regulatory, security and governance requirements across APJ. Our solutions embed robust security and governance across your Amazon Connect environment – ensuring regulatory alignment, protecting customer data, supporting responsible AI and compliant, secure and trusted operations.
Managing the Full Range of Contact Centre Compliance Requirements
Data Security & Storage and Access Governance
All customer data is processed and stored within your nominated AWS region to meet data residency and sovereignty requirements. Controls include encryption with AWS KMS, automated redaction where required, strict role-based access and configurable retention policies. We implement controlled recording rules, opt-out mechanisms, and secure handling of sensitive PII across channels.
Regional Regulatory Alignment
Amazon Connect is configured to align with regional and sector-specific compliance requirements across APJ. We tailor access control, reporting, logging, and retention settings to match your obligations, while supporting audit readiness and internal governance standards. This approach helps teams maintain consistent compliance outcomes even across multiple locations and jurisdictions.
AI Governance & Risk Mitigation
As AI becomes central to customer service, we ensure deployment is safe, transparent, and controlled. This includes grounding responses on verified enterprise knowledge, applying guardrails to reduce hallucinations, and enforcing human-in-the-loop workflows for higher-risk outcomes. The result is scalable GenAI adoption with clear accountability and reduced operational risk.
Observability & Auditability
Every agent to customer and AI Bot to customer interaction can be captured, logged, and monitored using AWS-native tooling to create a complete operational audit trail. This covers voice, chat, email and agent activity, enabling rapid investigation, compliance verification, and performance improvement. With the right telemetry in place, teams gain trusted visibility without relying on manual reporting processes.
Automated Escalation & Safety Controls
We design intelligent escalation rules that identify high-risk scenarios and route them to the right teams immediately. Using Contact Lens insights like sentiment, key phrases, and compliance triggers, workflows can flag complaints, hardship, vulnerable customers, and sensitive topics. This strengthens duty of care while improving response time and service consistency.
Access & Identity Governance
Strong identity and access controls are enforced across Amazon Connect and integrated services. This includes least-privilege IAM policies, SSO integration, privileged access monitoring, and clear role separation for administrators, supervisors, and agents. These controls reduce security risk, support compliance requirements, and ensure staff only access what they need to do their job.
Business Continuity & Resilience
We work with you to build continuity and resilience into your customer operations from day one. This includes multi-AZ service design, backup and restore strategies, failover routing considerations, and documented recovery workflows. The approach reduces disruption risk and supports reliable CX delivery even during incidents, peak demand, or planned maintenance windows.
We specialise exclusively in AWS and Amazon Connect AI solutions.
Every solution is built using native AWS services, so you keep full ownership, flexibility and control with no lock-in, no proprietary layers. Your organisation retains the IP and can extend and evolve your AI capabilities as needs change.
