AWS Connect Managed Support: Data Centre Solutions

About the client

Leading provider in Data Centre Solutions coupled with world-class interconnection services that adapt to the ever-growing, ever-changing business requirements.


Client had to provide Contact Centre solution for their end Customers who were available across East Asia and Europe regions. The Contact Centre solution had a basic set of features that were common but also had varied integrations with SalesForce CRM. This was a complex task to be achieved considering intricacies involved with telephony, local language etc.


  • CK proposed to standardize the Contact Centre solution by using a common call flow to the extent possible including a feature-rich CCP.
  • Integration with SalesForce CRM was also conceived and developed as a reusable component.
  • All integrations starting from retrieving information from SalesForce CRM to updating fields & call text in those regions where it was mandated were created as components.
  • Identification of a Customer was done using on-the-fly validation against multiple parameters with minimal delays.
  • Option provided to end Customer to choose a “call-back” without making them wait longer in queue and agents were allowed to initiate the call without having to switch tabs.


  • Personalized IVR based on the caller region
  • Third-party API integration
  • Enhanced user experience
  • Definite Cost savings
  • Adhering to stringent business commitments/deadlines

Success Metrics

  • 50+ complex call flows
  • 1000+ voice recordings
  • 500K+ LOC
  • Complex Salesforce integration
  • Platform-based approach which can be reused in future
Tags: CRM Amazon Web Services (AWS) App Modernization Cloud Applications