🎧 Amazon Connect & Customer Experience (CX) Automation

VaultIQ Global Solutions Ltd modernises contact centres using Amazon Connect — delivering secure, automated, and AI-enhanced customer experiences for public-sector and regulated organisations.

We design intelligent routing, smart self-service, real-time insights, and seamless omnichannel engagement — all secure-by-design and governed-by-default on AWS.

📞 Book a Discovery Call — Free 60–90 mins

Intelligent AWS Contact Centre Architecture

🧱 VaultIQ Architectural Principles

We design Amazon Connect environments based on:

Zero-trust IAM + least-privilege everywhere
High-availability routing across chat/voice/channels
Automated compliance mapped to NCSC + CIS benchmarks
Unified observability — logs, metrics, traces in dashboards
Future-proof integration with CRM, HR, ticketing systems

📌 Result: A Modern AI-Powered Contact Centre that reduces cost, improves CX, and ensures compliance from day one.

🔹 Why Amazon Connect with VaultIQ?

🛠️ What We Deliver

Platform Build

• Secure Amazon Connect deployment (voice, chat & tasks)
• Identity authentication (SSO / IAM least-privilege)
• Encryption, network controls, audit readiness

Automation & AI

• Smart IVR with Amazon Lex
• Agent-assist + call summarisation via Amazon Bedrock
• Callback automation + notification journeys (SNS / Pinpoint)
• Skills + VIP routing rules

Analytics

• Contact Lens insights + sentiment
• PCI / PII redaction compliance
• Performance dashboards + SLA reporting

Agent Experience

• Custom desktop + CRM screen-pop
• Unified task inbox + concurrency controls
• Workforce optimisation for productivity

🚀 CX Automation Flow

Intelligent Routing & Self-Service Flow (VaultIQ)

This architecture visualizes a secure Amazon Connect contact-centre workflow with automated call handling, AI-powered decisioning, real-time insights, and multi-channel support. It improves customer experience, reduces agent workload, and ensures compliance in regulated environments.

🚀 CX Automation Flow Summary

AWS Connect automation enables:

→ Automated decision-making
→ Real-time data lookups
→ Queue handling optimized for efficiency
→ Reduced agent escalation

Customers get faster answers.
Agents get fewer repetitive tasks.

🎁 Sample Deliverables (What You Receive)

Fully deployed Amazon Connect environment
Infrastructure-as-Code (Terraform or CDK)
Performance dashboards + Monitoring
Security + Compliance evidence pack
Runbooks & knowledge transfer

🏦 Case Study — Financial Contact Centre

Client outcomes:

📉 35% reduction in agent workload
📈 50% faster handling times
🔁 95% automation for routine inquiries
🔐 Zero compliance findings
🚀 Go-live in 8 weeks

Tech used:
Amazon Connect · Lambda · Lex V2 · Pinpoint · KMS · Contact Lens · DynamoDB