To implement a state-of-art contact center in a short timeframe, taking advantage of the new technological contact center paradigms, customer centric, with embedded analytical capabilities that offer consumption based pricing models.

The proposed approach for the Contact Center model definition considered both the design of the new Contact Center operation and the technological capabilities design. The first one, the Operating Model, was directed towards the definition of the Customer Journey and Customer Experience and the definition of the operating model with respect to business strategy.

The second stream consisted of the definition of the technological capabilities and ramp-up, leveraging on AWS and Amazon Connect components like Contact Lens.

As result of the Contact Center Strategy, a multi-year roadmap has been defined with 3 major milestones defined for the first year. In addition an evolving Amazon Connect architecture has been envisioned. The designed solution provides the desired flexibility to swiftly respond to changing market environments whilst making use of best-of breed technology.