Delivered a complete Amazon Connect environment for the banking arm of a major UK supermarket and general-merchandise retail group. Four environments, every AWS contact centre service deployed, integrated with the parent group's identity and customer systems.
The banking arm of a major UK retail group required production-ready infrastructure with full separation between environments, automated provisioning, and enterprise identity integration from the initial deployment.
The bank needed every AWS contact centre capability deployed and integrated: core telephony, data streaming, workforce management, and outbound campaigns. No partial deployments.
Bank operations could not run in isolation. The contact centre had to integrate with the parent retail group's identity platform, customer data, and the group's general-merchandise retail credit operation alongside the core bank brand.
The bank's contact centre teams needed seamless authentication through the parent group's Azure Active Directory, with role-based access control and security group management aligned to the wider retail group's identity model.
A complete Amazon Connect estate across four environments with every AWS contact centre service deployed, automated provisioning, and enterprise SSO.
Production, SIT, test, and development instances of Amazon Connect, each fully configured with matching contact flows, queues, and routing logic. Changes promoted through environments under bank change management controls.
Connect Data Streaming capturing every contact event, agent state change, and interaction record. WFM data streaming feeding workforce management systems. PinPoint data streaming for campaign analytics.
Automated environment creation and configuration management. New instances provisioned with full service integration, eliminating manual setup and reducing environment drift.
Azure AD SSO with security group-based access controls. Agents, supervisors, and administrators each scoped to their permitted queues and features through the bank's existing identity platform.
Full AWS contact centre stack deployed across all four environments.
Full production deployment with complete contact flows, queue management, and telephony across four environments.
Complete contact and agent data pipeline feeding bank analytics and reporting systems.
Workforce management data streaming for scheduling, adherence, and performance management.
Outbound customer engagement with campaign management and data streaming analytics.
We deliver full-stack Amazon Connect for regulated financial services. Every service, every environment, production-ready.
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