Our Solution
Case Summary
Leading telecommunications provider migrates central information hotlines from on-premises to the cloud.
A leading telecommunications provider had to migrate its two central information hotlines from an outdated on-premises system to the cloud. The main challenge was a tight schedule of just six weeks while maintaining ongoing operations. Our solution is based on Amazon Connect. We chose an agile approach and built a strong partner alliance, with us as the central integrator keeping all threads in hand. The result is a highly available, modern Cloud Contact Center that went live on time and within budget while also setting the stage for future innovations.
50.000+
incoming hotline calls per month.
No downtime
during migration.
6 weeks
from kick-off to go-live.
The Challenge
Old system, tight schedule, high expectations
The customer operated its two most important information hotlines on an outdated Genesys Engage on-premises system. This system was not only technologically obsolete but also increasingly slowed down business operations.
The problems were both strategic and operational:
- High Costs: Continuous maintenance, expensive upgrades, and the need for highly specialized personnel placed a significant burden on the budget.
- Lack of Scalability: Responding flexibly to peak loads was hardly possible and would have required costly hardware investments.
- Innovation Bottleneck: Modern approaches such as AI-powered services, omnichannel capabilities, or self-service options were simply not feasible with the old technology.
- Low Agility: Even small changes to routing processes were complex, slow, and required external expert knowledge.
The decision to move to the cloud was therefore inevitable to become agile, cost-efficient, and future-ready. However, the biggest challenge was not the technology itself, but coordinating all integration partners under extreme time pressure to ensure a smooth transition to Amazon Connect without disrupting operations.
1
Clear focus instead of specifications
In a joint kick-off workshop, we concentrated on the essentials and defined the absolute must-haves for the go-live. Instead of rigid, page-long specifications, we created clear and achievable goals.
2
Radical agility through Scrum
We organized the project consistently in one-week sprints. This created maximum transparency for the customer, visible progress on a weekly basis, and the flexibility to respond immediately to feedback. The customer was not only involved, but right in the middle of the process. This was crucial in order to avoid undesirable developments at an early stage.
3
Central coordination and expert alliance
As the central integrator, we not only kept all the technical partners on the same page. We also built a direct bridge between the customer and the specialized solution engineers at Amazon Web Services (AWS). This close collaboration ensured that technical hurdles were overcome in the shortest possible time.
4
Quality assurance for a smooth start
Intensive testing of all interfaces and processes was a matter of course for us. The go-live was therefore the logical result of thorough preparation. On time, without downtime and without any nasty surprises, because everything worked right away.
The solution in detail
A modern cloud contact center based on Amazon Connect
The solution is more than just new software. With Amazon Connect, we have created a technological foundation that grows with the customer and gives them back full control.
- Scalability at the touch of a button: Peak loads can now be handled flexibly and cost-effectively without purchasing new hardware.
- Operational flexibility: New features or changes in call routing can now be implemented in days instead of months.
- Future-proofing as standard: The door is now wide open for innovations such as AI-supported analytics, advanced self-services, and seamless omnichannel communication.
The new Cloud Contact Center is not a stand-alone solution, but a fully integrated component of the customer’s IT landscape.
The result
Future-proof, agile, and within budget
After just six weeks, the new cloud contact center was up and running, stable, within budget, and seamlessly integrated. Not only are the hotlines now more efficient and cost-effective, but the company has also regained the technological agility it needs to stay ahead of the competition. The customer experience has been noticeably improved, and the technology is ready for whatever the future holds.
What the customer says
“I am thrilled with the successful technical implementation, which was completed on time and within budget!”
Contact
Would you like to modernize your customer hotlines?
We can answer your questions directly in a personal conversation.
Dominic Hanl
Head of Solution Consulting
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