AI Powers Global Financial Services Contact Center with Amazon Connect, Bedrock
Customer Challenge
A leading global financial services organization operating at enterprise scale needed to modernize its contact center to handle high call volumes, meet strict compliance requirements, and deliver a better customer experience.
QyrosCloud’s engineering team brings deep experience in delivering AI-powered contact center solutions, including large-scale implementations for financial institutions.
In one such engagement, the team designed and implemented a cloud-native, AI-driven contact center architecture on Amazon Web Services, leveraging Amazon Connect and intelligent automation to unify systems, reduce operational inefficiencies, and introduce real-time insights.
The organization’s legacy contact center environment created several operational and technical challenges that limited performance and scalability.
Key Challenges
- High Call Volume and Long Handle Times
- The contact center handled thousands of daily interactions, resulting in long average handle times (AHT) and increased operational strain on agents.
- Fragmented Systems
- Core systems—including dialing, CRM, and call recording—operated in silos. Agents were required to switch between multiple tools, slowing down interactions and reducing efficiency.
- Limited Visibility into Customer Sentiment and Performance
- The organization lacked real-time insight into customer sentiment, agent performance, call quality This limited the ability to optimize operations and improve service outcomes.
- Strict Compliance Requirements
- Operating in a regulated environment required adherence to PCI compliance standards, including secure handling of sensitive customer data and comprehensive monitoring capabilities.
- Manual Workflows
- Agents relied on manual processes for tasks such as ticket creation, data entry, and system updates, increasing handling time and reducing productivity.
QyrosCloud Solution
The team designed and implemented a cloud-native, AI-powered contact center architecture on AWS, integrating enterprise systems and introducing automation, intelligence, and real-time analytics.
1Intelligent Contact Center Architecture on AWS
The solution was built on Amazon Connect, providing scalable contact routing and orchestration.
Supporting services included:
- AWS Lambda for event-driven automation and backend integrations
- Salesforce for contextual agent workflows
- Integration with Five9 (dialer) and Verint (call recording)
- Amazon Lex for conversational AI and self-service
- Contact Lens for Amazon Connect for sentiment analysis and compliance monitoring
This architecture unified previously disconnected systems into a single, scalable platform.
2Intelligent Call Routing
Dynamic routing strategies were implemented based on customer intent, context, and priority. This ensured that interactions were routed to the most appropriate agents, improving resolution speed and customer satisfaction.
3AI-Powered Agent Assist
Agents were equipped with real-time AI assistance, including automated knowledge retrieval and contextual recommendations.
This enabled faster, more accurate responses and improved consistency across interactions.
4Workflow Automation
Event-driven automation using AWS Lambda streamlined key operational processes, including:
- CRM updates and synchronization
- automated ticket creation
- real-time data exchange across systems
This significantly reduced manual effort and improved efficiency.
5Omnichannel Integration
The solution unified voice, outbound dialing, and CRM workflows, enabling seamless interaction between legacy systems and modern cloud services.
6Compliance and Monitoring
A secure architecture aligned with PCI requirements was implemented, including integrated call recording and monitoring tools.
Contact Lens enabled:
- real-time sentiment detection
- compliance keyword tracking
- enhanced visibility into customer interactions
7Analytics and Reporting
Real-time dashboards provided visibility into:
- service level performance (SLAs)
- agent productivity
- call volume trends
This enabled continuous optimization and data-driven decision-making.
Results & Business Impact
The result was a scalable, modern contact center platform that improved efficiency, enhanced customer experience, and strengthened compliance visibility.
Reduction in Average Handle Time (AHT)
Reduced call handling time led to faster resolution of customer inquiries
Improved Customer Experience
Increased First Call Resolution (FCR) improved customer satisfaction
Increased Agent Productivity
Reduced manual workload through automation
Enhanced Compliance and Visibility
Real-time sentiment analysis and compliance monitoring
Scalable Contact Center Platform
Supports thousands of daily interactions and future-ready foundation for AI