Leading UK Property Portal:
Modernising Customer Experience with a Cloud Telephony Proof of Concept
Replacing a limiting legacy Avaya on-premise system with a highly compliant, deeply integrated, AWS-native Contact Centre featuring Freshdesk automation and Azure SSO.
The Challenge
On-premise telephony was a major pain point for Customer Experience and Rental Services. The legacy Avaya infrastructure suffered from service patchiness, frequent Freshdesk integration failures, inflexible reporting, and struggles handling compliant payments over the phone.
- Legacy Avaya system suffered from frequent service outages and poor call quality
- Freshdesk CRM integration was unreliable, causing missed ticket creation and data loss
- Reporting was untrustworthy—metrics were inconsistent and dashboards could not be customised
- Unable to take payments over the phone in a PCI-compliant manner
- Call recordings were not instantly available and failure notifications were absent
- Limited licensing model prevented scaling the team without significant cost increases
- Alerting for inbound call spikes was inconsistent and unreliable
The Solution
CloudInteract was engaged to rapidly design and deploy a heavily integrated Amazon Connect Proof of Concept. The bespoke solution delivered seamless Freshdesk ticket automation, Azure Entra ID Single Sign-On, and advanced Contact Lens call recording to empower the CX team with trustworthy reporting and rapid issue resolution.
- Deployed Amazon Connect PoC for 12 CX users with full voice channel capabilities
- Integrated Freshdesk OOTB connector with automatic screen pop and ticket creation on every call
- Configured Azure Entra ID SSO for seamless, secure agent authentication
- Deployed Amazon Connect Contact Lens for instant, high-quality call recordings
- Built queue-based routing and voicemail to handle peak call loads intelligently
- Delivered native real-time reporting dashboards replacing the legacy untrustworthy metrics
- Designed compliance-ready architecture for future PCI-compliant payment handling
Why CloudInteract
CloudInteract structured this as a rapid PoC engagement, deploying to a focused group of 12 CX users first. This allowed the client to validate the platform against 78 detailed user requirements before committing to a wider rollout across 90+ departments.
Project Timeline
Validated 78 user stories across 12 categories including reporting, compliance, and integrations
Provisioned Connect, configured Freshdesk integration, SSO, and Contact Lens
12 CX users validated the platform against acceptance criteria
Roadmap agreed for wider rollout across 90+ council departments and AWS MAP funding
Technology Stack
Key Results
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