AI agents on Amazon Connect Customer · in production
Monday · the weekend arrives all at once
Legacy capacity is a headcount decision made months ago. Agentic capacity multiplies in seconds and contracts by lunch. You don’t hire for your worst hour anymore.
In production with
AWS Advanced Partner · 8 Amazon Connect Ambassadors · UK & US
One platform · three ways in
Get onto Amazon Connect Customer, connect it to your systems of record, and make it resolve. Each door leads to the same place: production.
Starting from legacy
Eight migrations completed with zero downtime, up to 6,000 advisors.
Zero-downtime cutovers · seat licences retired
Migration →Starting from silos
Governed action inside Salesforce, ServiceNow, Pega and your EHR — the agent works your systems, not a sidecar.
Every write policy-checked before execution
Integrations →Starting from ambition
Agentic agents that verify, act and close the case — measured on resolution, not deflection.
10 to 20% initial resolution, 30 to 40% in mature operation
Agentic AI →46 episodes with the people building Amazon Connect — including AWS product leadership. Tune in to explore architectural deep-dives, migration blueprints, and real-world deployment stories.
Join us as we welcome AWS senior solutions architect Vikas Prasad to discuss Amazon Connect FCS (forecasting, capacity planning, and scheduling) and how it helps match contact cent...
Flagship proof
Neovance helps pharmaceutical manufacturers improve patient access to their therapies. We moved about 1,200 agents from Cisco to Amazon Connect in four months, then cut contact-centre operating cost by 25%, and a further 20% in year one. Their Amazon Nova Sonic voice agent has been live since March 2026.
Read the Neovance story →Trust & governance
Anyone can demo an agent. The hard part is letting one change a patient record or touch a case file — and proving afterwards that every step was permitted. That's the layer we build: scoped permissions, policy-checked actions, human escalation always armed, and an immutable audit trail your risk team can walk through line by line.
// built directly on AWS — no wrappers, your data stays in your AWS account.
See how governance worksWhat your risk team sees · every call
Latest thinking
Case Study
How we moved 1,200 agents from legacy Cisco PBX to Amazon Connect in four months with zero downtime and a 25% reduction in operating cost.
21 Sep 2026 · 5 min read
Resolution Theory
Essay one of the Resolution Theory series. Why the contact centre industry is built to charge you for calls it wants to deflect, and how to measure it.
July 2026 · 8 min read
The Architecture Argument
The commercial case for consolidating onto Amazon Connect Customer, with the numbers that surprise CFOs.
March 2026 · 6 min read
Thirty minutes, a real scenario from your world. Bring your risk lead — we like it when they come.
Talk to us// cloudinteract.io · AWS Advanced Partner · UK & US
