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The customer is a leading European travel and tourism provider. Its multilingual contact center manages bookings, inquiries, and customer support across voice and chat channels, serving customers in multiple countries. More than 150 agents rely on AWS-powered solutions to deliver a seamless customer experience, with future plans to expand into additional digital channels such as email and social media.

Business Challenge

• Legacy system with limited scalability and high support renewal costs.
• Inefficient onboarding of new business units and users.
• Manual health checks and reporting processes that slowed operations.
• Lack of system monitoring, visibility, and modern customer experience.

Solution Delivered by Square O

Square O migrated the customer from a Legacy platform to Amazon Connect, delivering a secure, scalable, and cloud-native multi-channel contact center (voice + chat). Key solution elements included:

• Amazon Connect voice and chat flows with custom IVR for inbound interactions and digital messaging.
• AWS Lambda for dynamic call/chat routing, real-time data retrieval, and automation of reporting and queue management.
• Amazon S3 & Amazon SES for storing reports and automating delivery to leadership.
• Amazon CloudWatch & Amazon EventBridge for health monitoring, real-time alerts, and performance dashboards.
• Amazon Connect Customer Profiles with CRM integration to give agents real-time customer context across channels.
• Custom Contact Control Panel (CCP) with embedded voice and chat, role-based UI, and CRM integration to reduce workflow friction.
• Ongoing support with quarterly health checks, call flow updates, business unit onboarding, and monthly consumption reporting.
• Security and compliance aligned with GDPR and PCI DSS through IAM least-privilege roles, VPC integration, encryption, and CloudWatch audit logging.

Results & Business Value

• Cost savings: Avoided Legacy platform renewal, saving thousands of dollars annually.
• Improved agent productivity: Unified customer data, reduced tool switching, and streamlined workflows.
• Scalability: Rapid onboarding of new users and business units with minimal disruption.
• Operational efficiency: Automated reporting and monitoring eliminated manual processes.
• Performance visibility: Supervisors gained real-time and historical insights into agent activity, queue health, and SLA adherence.
• Enhanced customer experience: Multi-channel support reduced handle times and improved resolution rates.

Future Plans

The customer plans to extend its multi-channel strategy beyond voice and chat to include:

• Email and social media channels within Amazon Connect.
• Amazon Lex for natural language self-service.
• Deeper BI integrations using Amazon Connect APIs and AWS Lambda.
• CI/CD pipelines and Infrastructure as Code for faster, more reliable deployment of new contact flows and features.

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