Case Study: Source Consulting

Building Better Customer Relationships with Amazon Connect


In this case study, we will explore the successful migration of a contact center from an on‑premises solution with traditional POTS (Plain Old Telephone Service) to a modern cloud-based solution using Amazon Connect. The transition enabled the organization to enhance its customer service capabilities, improve efficiency, and reduce costs.

Old Environment Details

  • Number of Agents/Users: 10
  • Phone Number: 1 (Forwarded to multiple phones)
  • Reporting/Analytics: None
  • Interactive Voice Response (IVR): None
  • Monthly Cost: Flats

New Environment Details

  • Number of Agents/Users: 15
  • Phone Numbers: 2
  • Telephony: Softphone
  • Interactive Voice Response (IVR): Implemented
  • Multiple Queues: Introduced
  • Shared Voicemail: Implemented
  • Individual Agent Extensions: Added
  • Detailed Reporting/Analytics: Enabled
  • Real-time Monitoring: Available
  • Agile: Flexible scaling based on usage
  • Cost Structure: Usage-based

Challenges Faced

Scalability and Flexibility

The old contact center had a limited number of agents, no IVR, and a single phone number. As the organization grew, it faced difficulties in accommodating new agents and managing call flows efficiently. The lack of scalability was a significant challenge.

Inadequate Reporting and Analytics

The absence of reporting and analytics tools made it difficult for the organization to track performance, analyze call data, and make data-driven decisions for process improvements and agent training.

Cost Management

With a flat monthly cost, the organization was spending the same amount regardless of its actual usage. This led to inefficiencies and increased operational costs.

Solution: Migration to Amazon Connect

Scalability and Flexibility

The organization decided to migrate to Amazon Connect, a cloud-based contact center service. This migration provided the flexibility to scale up or down based on demand. With Amazon Connect, the organization could easily onboard additional agents and phone numbers, making it agile in responding to customer needs.

Advanced Features

Amazon Connect offered a suite of advanced features that were missing in the old environment, including an interactive IVR system, multiple queues, individual agent extensions, and shared voicemail. These features allowed the organization to optimize call routing and enhance the customer experience.

Reporting and Analytics

One of the most significant advantages of Amazon Connect was the ability to access detailed reporting and analytics in real time. This allowed the organization to monitor agent performance, track call volumes, and gain insights into customer behavior. With this data, the organization could make informed decisions to improve its contact center operations continuously.

Cost Savings

By moving to an agile, usage-based pricing model, the organization achieved cost savings. It only paid for the resources and services it used, eliminating the inefficiencies of a flat monthly cost. This cost-effective approach ensured that the organization could allocate its resources more efficiently and invest in other areas of its business.

Results and Benefits

Improved Customer Service

With the implementation of Amazon Connect, the organization significantly improved its customer service capabilities. Call routing became more efficient, leading to reduced wait times and improved customer satisfaction.

Enhanced Agent Productivity

The introduction of individual agent extensions and shared voicemail streamlined agent workflows. Agents could manage their voicemails more effectively and handle calls with greater efficiency.

Informed Decision-Making

Access to real-time reporting and analytics empowered the organization to make data-driven decisions. This resulted in better agent training, improved call handling processes, and increased customer loyalty.

Cost Efficiency

The transition to a usage-based pricing model reduced operational costs. The organization no longer had to pay for unused resources, resulting in significant cost savings over time.


The migration of the contact center from an on-premises solution with traditional POTS to Amazon Connect was a resounding success. It addressed the challenges of scalability, lack of advanced features, and inadequate reporting, while also delivering cost savings. By embracing the cloud-based contact center solution, the organization achieved a higher level of customer service excellence and operational efficiency. This case study highlights the benefits of leveraging modern technology to transform and optimize contact center operations.

It's Your Time to Shine


* * *

AWS Highlights

ASA Solutions is a leader in business success.

Get in touch with our technology experts today!

This isn't our first rodeo.

ASA Solutions has had the proud privilege of serving more than 100 companies worldwide.


Fortune 100 Companies


Fortune 500 Companies


Education Institutions


Government / Utility




Financial / Insurance