A Canadian BPO Provider Migrates from Mitel to Amazon Connect for Inbound, Outbound and PCI-Compliant Payments
Inbound and outbound programs moved from Mitel to three Amazon Connect instances, with client reporting and PCI-compliant payments.
The Challenge
The provider's Mitel contact centre limited how quickly it could launch and manage outbound campaigns for clients. Client programs depend on high availability, and agents take card payments over the phone.
Outbound campaigns were hard to launch and manage on Mitel.
Reports were hard to customize per client program.
PCI-DSS payments, 99.9% availability and a one-hour recovery target.
Our Approach
A spring 2024 validation phase, then production in June 2024 with numbers ported in two waves.
Validate
- Migrated contact centre tested
- Outbound campaign solution
-
QuickSight client reporting
Port
- Internal numbers first
- Campaign numbers at cutover
-
Mitel kept for rollback
Launch
- Three Amazon Connect instances
- PCI-compliant payments
-
Production, June 2024
Support
- Readiness workshops
- Training plan
-
Ongoing support
The Solution
Serve7 moved the provider to three Amazon Connect instances with a custom outbound solution, client reporting and secure payments.
- 1 Outbound campaigns A custom campaign management solution for client programs.
- 2 Client-specific reporting Reporting built on Amazon QuickSight for each client program.
- 3 One-hour recovery Contact flow rollback, Kinesis record replication and S3 cross-region replication of recordings.
- 4 PCI-compliant payments Agents never hear or see card data.
Results
The provider now runs inbound and outbound programs on Amazon Connect with client-specific reporting and PCI-compliant payment handling.
Every number was ported with the old platform kept ready as a rollback, so client programs kept running through cutover.
About the Customer
The customer is a Canadian business process outsourcing (BPO) provider that runs inbound and outbound contact centre programs on behalf of its clients.
AWS services used
- Amazon Connect
- Amazon Connect Contact Lens
- Amazon Kinesis
- Amazon S3
- Amazon QuickSight
- AWS Lambda
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