Pearson:
Streamlining Operations and Achieving $1M+ Managed-Service Savings
How Pearson migrated 6,000+ advisors across 16 business units from Serenova to Amazon Connect, handling over 80 million call minutes a year and saving more than $1M in managed-service cost.
The Challenge
The client struggled with a legacy contact centre platform that failed to deliver instant, accurate, and personalised service. Locked into a rigid licence agreement, they faced slow development cycles, high costs, and an inability to scale efficiently during peak times.
- Rigid licence-based contract with no flexibility for seasonal scaling
- Legacy platform unable to support AI or machine learning enhancements
- Slow development cycles blocking innovation and improvements
- High per-seat costs driving operational budget overruns
- Fragmented customer data across multiple disconnected systems
- No real-time analytics or quality management tooling
The Solution
CloudInteract collaborated closely to transition them to Amazon Connect on AWS. By integrating all contact mediums with their customer data platform, we optimised agent productivity and ensured minimal disruption, paving the way for AI and machine learning enhancements.
- Full migration from legacy platform to Amazon Connect with zero downtime
- Unified all contact channels (voice, chat, email) into a single pane of glass
- Integrated Amazon Connect with existing CRM and customer data platforms
- Deployed Amazon Connect Contact Lens for real-time analytics and quality management
- Introduced AI-powered bot to handle simple, repetitive enquiries autonomously
- Enabled consumption-based pricing, eliminating rigid per-seat licences
Why CloudInteract
CloudInteract took a phased delivery approach, beginning with a comprehensive discovery to map the existing estate and identify quick wins. We prioritised agent experience and ensured full training and change management were delivered alongside the technical migration to minimise disruption to their 140 million customers.
Project Timeline
Mapped legacy estate, identified dependencies, and built the business case for migration
Provisioned Amazon Connect, configured routing, and integrated with CRM systems
Built and trained Amazon Lex bots to handle simple enquiries autonomously
Delivered comprehensive training programme and phased go-live across business units
Ongoing performance tuning, analytics configuration, and continuous improvement
Key Takeaway
This engagement proved that migrating away from a rigid legacy platform doesn't mean disruption — it means liberation. With consumption-based pricing, AI-powered automation, and real-time analytics, Pearson unlocked more than $1M in managed-service savings (with a client-projected $7M over three years) while elevating the experience across 16 business units.
Technology Stack
Key Results
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