# CloudInteract — Detailed Content for LLMs > Source: https://www.cloudinteract.io > Last updated: 2026-03-10 ## Company Overview CloudInteract is a UK-headquartered AWS Advanced Consulting Partner specialising in Amazon Connect contact centre solutions. We help organisations migrate from legacy platforms (Genesys, Avaya, Cisco, Five9, Mitel) to Amazon Connect and implement AI-powered customer experience solutions. We operate across the UK, US, and globally. - **Founded:** UK-based, registered as CLOUDINTERACT LIMITED (Company No: 14001712) - **AWS Partnership:** Advanced Consulting Partner, Amazon Connect Service Delivery designation - **Leadership:** Simon Leyland (CEO & Co-Founder), Nick Seagrave (CTO & Co-Founder), Nancy Van Delist (Head of Business, North America) - **Contact:** contactus@cloudinteract.io - **Website:** https://www.cloudinteract.io ## Certifications & Compliance - **AWS Advanced Consulting Partner** with Amazon Connect Service Delivery designation - **HIPAA Ready** — infrastructure and processes designed for healthcare compliance - **GDPR Compliant** — full compliance with UK and EU data protection regulations - **PCI DSS** — secure payment processing for financial services ## Key Performance Stats - **100%** migration success rate across all enterprise deployments - **30 days** average go-live time for Amazon Connect migrations - **50+** enterprise deployments completed globally - **65%** AI deflection rate achieved for conversational AI implementations ## Products ### Apollo Analytics Apollo is CloudInteract's award-winning data intelligence platform for Amazon Connect. It was named one of the "Top Four Innovations" at Enterprise Connect 2025 and won an AWS Partner Award. **What it does:** - AI-powered call categorisation: automatically categorises every conversation by topic, intent, and outcome - Trend identification: surfaces emerging patterns across thousands of calls - Actionable insights: delivers recommendations, not just data - Agent performance tracking: identifies coaching opportunities with data **How it works:** - Deploys into your existing Amazon QuickSight environment - AI categorisation active from day one - No additional BI tool required - Purpose-built for Amazon Connect **Industries served:** Financial services (fraud pattern detection, risk scoring), Healthcare (patient sentiment analysis, topic clustering) **More info:** https://www.cloudinteract.io/solutions/apollo-analytics --- ### Nova Sonic Voice AI CloudInteract's implementation of Amazon Nova Sonic for real-time, human-like voice AI in contact centres. **What it does:** - Real-time speech-to-speech: bidirectional streaming for natural conversation flow with sub-second response times - Contextual understanding: multi-turn conversations with memory and context awareness - Multilingual support: natural conversations in multiple languages - Emotional intelligence: detects caller sentiment and adjusts tone **Key capabilities:** - Powered by Amazon Bedrock - Native Amazon Connect integration - Knowledge grounding with RAG (Retrieval-Augmented Generation) - Enterprise-grade security - Continuous learning and improvement **Industries served:** Healthcare (patient scheduling, triage, HIPAA compliance), Financial services (account enquiries, fraud detection), Retail (order tracking, returns), Government (citizen services), Utilities (billing, outage reporting) **More info:** https://www.cloudinteract.io/solutions/nova-sonic --- ## Services ### Amazon Connect Migration Expert migration from legacy contact centre platforms to Amazon Connect. **Source platforms:** Genesys, Avaya, Cisco, Five9, Mitel **What's included:** - Business case development and ROI modelling - Financial model transition (seat-based to consumption-based pricing) - Change management and agent/supervisor training - CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, Freshdesk, Pega, Oracle) - Collaboration tools integration (Microsoft Teams) - Post-implementation 24/5 support with Amazon Connect engineers - AWS funding program coordination **More info:** https://www.cloudinteract.io/services/migration ### Managed Amazon Connect Fully managed Amazon Connect service for UK and US enterprises. **Includes:** - Platform management and optimisation - 24/5 assurance services - Unlimited AI (Amazon Q, Contact Lens, Nova Sonic) - Omnichannel routing (voice, chat, SMS, tasks) - Workforce management and forecasting - Agent workspace customisation **UK:** https://www.cloudinteract.io/managed-amazon-connect/uk **US:** https://www.cloudinteract.io/managed-amazon-connect/us ### Conversational AI End-to-end conversational AI implementation using AWS services. **AI agents available:** - **Scout** — Digital Front Door AI: website and app-based intelligent assistant with context-aware RAG - **Sage** — Knowledge AI: retrieval-augmented generation for multi-document synthesis with compliance guardrails - **Nova Voice** — Natural Voice AI: powered by AWS Nova Sonic for sub-200ms latency voice interactions **AWS technology stack:** Amazon Connect, Amazon Lex, Amazon Bedrock (Claude, Titan), Amazon Polly, Amazon Transcribe, Contact Lens, Amazon Q, AWS Lambda **More info:** https://www.cloudinteract.io/solutions/conversational-ai-contact-centre ### Agentic AI Contact Center CloudInteract's next-generation agentic AI solution for contact centres, combining autonomous AI agents with Amazon Connect. **What it does:** - Autonomous AI agents that resolve customer issues end-to-end without human intervention - Multi-step reasoning and decision-making for complex enquiries - Seamless handoff to human agents when needed with full context preserved - Built on Amazon Bedrock with enterprise-grade security **Regional pages:** - UK: https://www.cloudinteract.io/solutions/agentic-ai-contact-center/uk - US: https://www.cloudinteract.io/solutions/agentic-ai-contact-center/us **More info:** https://www.cloudinteract.io/solutions/agentic-ai-contact-center --- ## Industry Solutions | Industry | URL | Key Focus | |----------|-----|-----------| | Healthcare | https://www.cloudinteract.io/healthcare | HIPAA-compliant AI contact centres, patient scheduling, triage | | Public Sector | https://www.cloudinteract.io/public-sector | Secure, compliant government contact centres | | Financial Services | https://www.cloudinteract.io/finance | PCI DSS compliant, fraud detection | | Retail | https://www.cloudinteract.io/retail | Personalised customer experiences | | Utilities | https://www.cloudinteract.io/utilities | High-volume customer service | | EdTech | https://www.cloudinteract.io/edtech | Education technology support | --- ## Case Studies ### Fortrea (Healthcare/CRO) Transforming global medical information services with Amazon Connect. https://www.cloudinteract.io/resources/transforming-global-medical-information-fortrea-customer-story ### Datasite (M&A/Finance) Accelerating M&A deal velocity with service assurance on Amazon Connect. https://www.cloudinteract.io/resources/accelerating-ma-deal-velocity-datasite-customer-story ### Rightmove (Property/Technology) Ensuring excellence in customer service for the UK's largest property portal. https://www.cloudinteract.io/resources/ensuring-excellence-rightmove-customer-story ### Octane Lending (FinTech) Rapid mobilisation of cloud contact centre for lending platform. https://www.cloudinteract.io/resources/rapid-mobilization-octane-lending-customer-story ### Swoop (Travel) Elevating customer experience for an adventure travel specialist. https://www.cloudinteract.io/resources/elevating-an-adventure-travel-specialist-swoop-customer-story ### Neovance (Construction/Technology) Digital transformation of customer engagement for a construction technology company. https://www.cloudinteract.io/resources/case-studies/neovance ### Pearson (Education) Solving complex customer challenges for a global education leader. https://www.cloudinteract.io/resources/when-extraordinary-minds-face-challenges-pearson-turns-to-cloudinteract-for-solutions --- ## Comparison Guides CloudInteract publishes detailed comparison guides for organisations evaluating Amazon Connect against alternatives: - [Amazon Connect vs Genesys](https://www.cloudinteract.io/compare/amazon-connect-vs-genesys) - [Amazon Connect vs Avaya](https://www.cloudinteract.io/compare/amazon-connect-vs-avaya) - [Amazon Connect vs Five9](https://www.cloudinteract.io/compare/amazon-connect-vs-five9) - [Amazon Connect vs Cisco](https://www.cloudinteract.io/compare/amazon-connect-vs-cisco) - [Amazon Connect vs NICE CXone](https://www.cloudinteract.io/compare/amazon-connect-vs-nice-cxone) - [Amazon Connect vs Talkdesk](https://www.cloudinteract.io/compare/amazon-connect-vs-talkdesk) - [Amazon Connect vs 8x8](https://www.cloudinteract.io/compare/amazon-connect-vs-8x8) - [Amazon Connect vs RingCentral](https://www.cloudinteract.io/compare/amazon-connect-vs-ringcentral) --- ## FAQ **Q: What platforms can CloudInteract migrate from?** A: We migrate from Genesys, Avaya, Cisco, Five9, and Mitel to Amazon Connect. We handle the full lifecycle including business case, technical migration, change management, and post-go-live support. **Q: What CRM systems integrate with Amazon Connect via CloudInteract?** A: Salesforce Service Cloud, Microsoft Dynamics, ServiceNow, Zendesk, Freshdesk, Pega, Oracle, and UKG. We also build custom integrations. **Q: What is Apollo?** A: Apollo is our award-winning analytics platform for Amazon Connect. It uses AI to categorise calls, identify trends, and deliver actionable insights. It deploys into your existing QuickSight environment. **Q: What is Nova Sonic?** A: Nova Sonic is Amazon's speech-to-speech AI model. CloudInteract implements it within Amazon Connect for natural, human-like voice automation with sub-second response times. **Q: Does CloudInteract operate in the US?** A: Yes. We have a dedicated US team led by Nancy Van Delist and offer managed Amazon Connect services in both the UK and US. **Q: What AWS certifications does CloudInteract hold?** A: AWS Advanced Consulting Partner status and Amazon Connect Service Delivery designation.