Built a shared Amazon Connect infrastructure serving 8 distinct financial services brands with isolated routing, unified data streaming, and centralised management. Debt collection, student loans, motor finance, and personal lending all running on a single platform.
Each brand had distinct routing rules, compliance requirements, and team structures. The platform needed to isolate each brand's operations while sharing infrastructure costs.
Operations leadership needed a single view across all 8 brands for contact volumes, agent performance, and campaign effectiveness. Data streaming had to aggregate without mixing brand data.
Different brands operated under different regulatory frameworks. The platform needed brand-level controls while maintaining a shared compliance baseline.
Outbound customer communications via Amazon PinPoint needed to run independently per brand while sharing the underlying infrastructure and tooling.
A shared Amazon Connect platform with brand-isolated routing, enterprise SSO, unified data streaming, and per-brand campaign management across 8 financial services brands.
A single Amazon Connect production instance with brand-specific routing logic, queues, and contact flows. Each brand operates independently while sharing the underlying telephony and infrastructure.
Azure Active Directory SSO enabled across all brands with security group-based access control. Agents authenticate once and access only their brand's queues and data.
Connect Data Streaming and WFM integration deployed to capture contact data, agent activity, and workforce metrics across all 8 brands in a single analytics pipeline.
Amazon PinPoint projects configured per brand for outbound customer communications, with data streaming feeding campaign analytics back into the unified reporting layer.
Core AWS services powering the multi-brand contact centre platform.
Shared production instance with brand-isolated routing, queues, and contact flows across 8 financial services brands.
Real-time contact and agent data streaming into a unified analytics pipeline spanning all brands.
Workforce management data streaming for scheduling, forecasting, and agent performance across the multi-brand operation.
Per-brand outbound campaign management with centralised data streaming and analytics.
We build multi-brand Amazon Connect platforms for financial services. One infrastructure, isolated operations.
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