Case Study: Touch Screens, Inc. (TouchWindow)

Managing Customer Interactions 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: 3
  • Phone Number: 1 (Forwarded to personal mobile phones)
  • Reporting/Analytics: None
  • Interactive Voice Response (IVR): None
  • Web Chat: None
  • Monthly Cost: Flat

New Environment Details

  • Number of Agents/Users: 7
  • Phone Numbers: 3
  • Telephony: Softphone
  • Web Chat: Implemented
  • 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 and lacked the ability to handle multiple communication channels such as web chat. The organization needed a solution that could scale easily to accommodate growth.

Inadequate Reporting and Analytics

Without reporting and analytics capabilities, the organization struggled to gain insights into customer interactions and agent performance, hindering improvements in customer service quality.

Cost Management

With a flat monthly cost, the organization was spending the same amount regardless of its actual usage. This resulted in inefficiencies and unnecessary expenses.

Solution: Migration to Amazon Connect

Scalability and Flexibility

Migrating to Amazon Connect provided the organization with the scalability and flexibility it needed. With support for multiple communication channels, including phone and web chat, the organization could easily expand its agent team and handle a broader range of customer inquiries.

Advanced Features

Amazon Connect offered a range of advanced features, including an interactive IVR system, multiple queues, shared voicemail, and individual agent extensions. These features allowed the organization to streamline its operations and optimize customer interactions.

Reporting and Analytics

One of the key advantages of Amazon Connect was the ability to access detailed reporting and analytics in real time. This empowered the organization to monitor and analyze agent performance, track call and chat volumes, and make data-driven decisions for continuous improvement.

Cost Savings

By transitioning to a 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 allowed the organization to allocate its resources more efficiently and reduce overall operational expenses.

Results and Benefits

Improved Customer Service

With the implementation of Amazon Connect, the organization significantly improved its customer service capabilities. The ability to handle web chat inquiries in addition to phone calls led to more efficient customer interactions and increased customer satisfaction.

Enhanced Agent Productivity

The introduction of individual agent extensions and shared voicemail streamlined agent workflows, making it easier for agents to manage and respond to customer inquiries promptly.

Informed Decision-Making

Access to real-time reporting and analytics empowered the organization to make data-driven decisions. This resulted in improved agent training, more efficient call and chat handling processes, and a better overall customer experience.

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 limited capabilities 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 a modern, cloud-based contact center solution, the organization achieved a higher level of customer service excellence and operational efficiency. This case study underscores the benefits of leveraging advanced technology to transform and optimize contact center operations.

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