Hasbro:
Transforming High-Scale Support Operations with Custom Agent Workspaces & CRM Integration

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

Project Timeline