Global SaaS Provider:
Rapid Legacy Migration to Amazon Connect in Just 3 Months
Executing a massive, time-critical transition from a failing legacy vendor to a modern AWS-native contact centre, migrating 250+ advisors across two global business units weeks ahead of schedule.
The Challenge
Facing an unreliable Salesforce integration and a rigid contract end-date, the client had just 4 months to completely replace their legacy contact centre provider across two global business units without risking high-stakes financial transaction support.
- Legacy vendor's Salesforce integration was unreliable and causing data loss
- Hard contract deadline with the incumbent provider leaving zero margin for delay
- Two separate global business units each with distinct routing and compliance requirements
- Over 250 contact centre advisors needed to be migrated and retrained
- 80,000 monthly call minutes could not tolerate any service interruption
- High-stakes financial transaction support demanded absolute accuracy in routing
The Solution
CloudInteract designed a unified, AWS-native platform using Amazon Connect and Salesforce Service Cloud Voice. Through early dependency planning and a highly collaborative engineering approach, the entire migration was executed weeks ahead of schedule.
- Designed a unified Amazon Connect architecture serving both business units
- Integrated Salesforce Service Cloud Voice for seamless CRM and telephony fusion
- Built custom routing logic to handle distinct compliance requirements per business unit
- Deployed Amazon Connect Contact Lens for real-time sentiment analysis and QA
- Executed the full migration 3 weeks ahead of the critical deadline
- Delivered comprehensive agent and supervisor training in parallel with the build
Why CloudInteract
The project's success hinged on meticulous early-stage dependency mapping. CloudInteract identified every integration point, compliance requirement, and agent workflow upfront, enabling parallel workstreams that dramatically compressed the delivery timeline without compromising quality.
Project Timeline
Mapped all legacy workflows, integrations, and compliance requirements across both business units
Provisioned Connect, configured routing, and integrated Salesforce Service Cloud Voice
Parallel UAT and comprehensive agent/supervisor training across both units
Phased production deployment completed 3 weeks ahead of contract deadline
Key Takeaway
When the stakes are high and the deadline is immovable, execution speed and engineering rigour become the only things that matter. This project demonstrated that a 3-month migration across two global business units isn't just possible — it can be delivered ahead of schedule when the right partner takes the lead.
Technology Stack
Key Results
Related Case Studies
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.
Read case studyGlobal Education Leader: Streamlining Operations and Achieving $500k+ Annual Savings
How a global leader in education overcame legacy contact centre challenges to achieve operational excellence with Amazon Connect, managing over 80 million call minutes annually.
Read case study