BPOS & CUSTOMER SUPPORT PROVIDERS

A Contact Centre Platform That Scales With Every New Client

Outsourcers win on speed to launch and cost per contact. Amazon Connect gives BPOs per-use pricing, client-by-client instances and AI that lifts margin on every program.

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Trusted across Canada

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1. Per-Use Pricing
2. Launch Clients in Days
3. Client Data Separation
4. AI-Assisted Agents

Seat licences eat BPO margin.

Client volumes move. Licences do not. Every program carries platform cost for agents who are not on it today.

Slow client onboarding

Standing up a new program on a legacy platform takes weeks of provisioning and licence negotiation.

Shared platform, shared risk

Clients want their data separated and their reporting clean, which legacy multi-tenant setups make hard.

Margin pressure

Clients expect AI-driven efficiency in the price. The platform has to deliver it.

What we build for outsourcers.

A repeatable client onboarding pattern on Amazon Connect, with the integrations and reporting each program needs.

Multi-Client
1
Platform for every program
Program Health
Interactions evaluated100%
BillingPer program
Usage by Program
Minutes per month
Client A
Client B
Client C
Client D
Client E
Client F
Per-use platform pricing

Instance-per-client architecture

Separate Amazon Connect instances or strictly separated queues, with client-specific data, retention and reporting.

Rapid program launch

A templated build we can deploy for a new client in days: flows, queues, routing profiles and dashboards.

Agent assist and auto-summaries

Amazon Q in Connect and generative summaries that cut handle time and after-call work on every program.

Client-facing reporting

Dashboards and scheduled reports per client, from the same data your operations team runs on.

How Amazon Connect changes the BPO economics.

Cost follows volume, launches follow templates, and AI lifts every agent.

Legacy model Amazon Connect model
Licences per seat, paid in advance Per-minute and per-message pricing, paid as used
Weeks to provision a client Days, from a templated instance
One platform, one set of reports Client-separated data and dashboards
Efficiency from headcount changes Efficiency from AI assist and self-service
Capacity planned for the contract peak Capacity that scales with the day

Proven Results for Real Businesses

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.

  • 3 Amazon Connect instances in production
  • 99.9% Contact centre uptime target
  • 1 hour RPO and RTO
Read Case Study
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Onboarding a new client this quarter?

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