Global Clinical Research Organization:
Executing a Time-Critical Cloud Divestiture with Zero Disruption
Migrating 1,200 agents to AWS in just 4 months to beat severe deadline penalties, while setting the stage for AI-driven patient assistance and achieving a 25% reduction in operating costs.
The Challenge
The client faced an immense technological challenge after divesting from its parent company: a hard 4-month deadline to completely replace their IT services and contact centre operations. Failure to migrate meant catastrophic operational disruption and costly penalties.
- Hard 4-month deadline imposed by parent company divestiture with no extensions possible
- Entire IT services estate—including contact centre—needed to be replaced from scratch
- Failure to meet the deadline would trigger severe operational disruption and financial penalties
- 1,200 agents across multiple programmes and business lines to migrate simultaneously
- Complex regulatory requirements for patient data handling in a clinical research environment
- No existing AWS footprint—the entire cloud estate had to be built from the ground up
The Solution
CloudInteract delivered the entire migration through a disciplined, delivery-led engineering approach. We rapidly deployed a unified AWS-native platform built on Amazon Connect, complete with custom agent portals and Apollo intelligence tooling, hitting the deadline and retaining them for our Managed Services.
- Stood up an entirely new AWS cloud estate from zero in under 4 months
- Deployed Amazon Connect with custom IVR flows for multiple distinct patient programmes
- Built bespoke agent portals integrated with the client's Engagement Platform (CRM)
- Deployed Apollo by CloudInteract for AI-powered call analytics and quality management
- Transitioned the client onto CloudInteract Managed Services for ongoing 24/5 support
- Achieved a 25% reduction in contact centre operating costs post-migration
Why CloudInteract
Speed was critical, but so was precision. CloudInteract decoupled workstreams to enable parallel delivery, with dedicated engineering pods for infrastructure, IVR design, integrations, and agent experience. Daily standups with the client's leadership team ensured blockers were resolved within hours, not days.
Project Timeline
Provisioned AWS estate, deployed Connect, and designed IVR architecture for all programmes
Built CRM integration, custom agent portals, and Apollo analytics dashboards
Comprehensive UAT across all programmes with parallel agent training
Phased go-live for 1,200 agents with hypercare and transition to Managed Services
Key Takeaway
Building an entire AWS estate from zero and migrating 1,200 agents in just 4 months is the kind of challenge that separates a technology vendor from a true delivery partner. This project set the foundation for an ongoing strategic relationship — from crisis migration to managed services to AI innovation.
Technology Stack
Key Results
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