Global Support Organisation:
Transforming High-Scale Support Operations with Custom Agent Workspaces & CRM Integration
Replacing rigid siloed tools with a unified Connect workspace that acts as a true single pane of glass, enforcing strict access controls while streamlining ticketing and categorisation workflows.
The Challenge
During extreme seasonal peaks, the client scales to hundreds of agents supporting tens of thousands of temporary workers across more than 600 unique queues. The native Amazon Connect Cases deployment could not natively handle this securely—it lacked the granular Role-Based Access Control (RBAC) necessary to separate highly sensitive tier-1 support tickets (such as HR complaints) from the general intake pool.
- Hundreds of agents managing tens of thousands of temporary seasonal workers
- Over 600 highly specific queues functioning simultaneously during extreme seasonal peaks
- Native out-of-the-box configurations required extension to securely silo sensitive HR complaints
- Limited ability for non-contact center personnel to track ticket lifecycles seamlessly
The Solution
CloudInteract engineered a secure, custom agent workspace integrated seamlessly into their existing ecosystem. This single pane of glass environment enables intelligent case scoping, Bedrock summarisation, and advanced lifecycle tracking without exposing core systems.
- Case data remains in Amazon Connect, even though the UI is custom
- Integrates with 3rd CRM via Lambda Functions
- Accessed by agents via Agent Workspace, providing a natural integration for accepting calls and emails
- Multi-level categorization of cases for reporting: fully customizable
- Add additional people to a watchlist to receive notification of comment updates
- Case access scoped to membership of groups: any number of groups, linked to email, phone number or IVR selection
- Filleted search views to facilitate customer navigation
- Bulk assign cases to groups or users
- Full email history
- Email trail summarisation using Amazon Bedrock
- Audit history of updates and communications
Why CloudInteract
Operating in tight two-week Agile sprints within the client's Jira framework, CloudInteract utilized AWS CloudFormation to push features to pre-production for rapid feedback. Crucially, our Business Analysts initially worked with the client to fully map their existing process to produce comprehensive "as is" and "to be" flows, which directly influenced the optimal design of the final system.
Project Timeline
Defined the complex authorization boundaries and native Cases API middleware requirements
Built the custom interface incorporating SLA custom routing and Bedrock summarization modules
Absorbed significant stakeholder requirement shifts via rapid pre-production CI/CD sprints
Launched seamlessly on time and transitioned the client into a long-term Managed Services extension
Key Takeaway
When enterprise compliance requires highly specific data boundaries, extending Amazon Connect Cases via custom API integration provides unparalleled security and scale without abandoning the cloud ecosystem.
"...the system stands out – training time is down and ticketing is more straightforward.
Technology Stack
Key Results
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