Making AWS Connect More Measurable and Performance-Driven

How a Leading Financial Services Provider Improved AWS Connect Cost Visibility, Reporting and Contact Centre Performance

Cloud-based contact centre platforms like AWS Connect are helping enterprises modernise customer engagement, improve scalability and move away from legacy call centre infrastructure.

But modernisation does not automatically create financial control.

As cloud voice environments scale, usage-based billing, IVR charges, call transfers, service charges, integrations, agents, campaigns and currency conversion can make it harder to understand where costs are coming from and how they connect to operational performance.

This was the challenge facing a leading financial services provider with more than 2,000 agents managing over 1 million customer interactions every month.

The organisation had adopted AWS Connect to modernise its contact centre environment, improve flexibility and support better customer engagement. However, to unlock the full value of the platform, the business needed clearer visibility across AWS Connect usage, cost allocation, local currency reporting and workforce performance.

Key challenges included fragmented cost tracking across teams and campaigns, manual currency conversion from USD to ZAR, limited visibility into AWS Connect service charges, and performance blind spots across agents, call handoffs and first-time resolution.

With OneView, the financial services provider was able to connect AWS Connect cost, usage and performance data into a clearer, more accountable view.

What our client achieved with OneView and 1Nebula

  • 12% improvement in first-time resolution rates
  • 20% reduction in call handoffs
  • 95% reduction in currency-related discrepancies
  • Improved visibility into AWS Connect service charges, usage and cost drivers
  • Better allocation of costs across departments, teams, agents and campaigns
  • Local currency reporting to support more accurate budgeting and forecasting
  • Stronger operational insight across contact centre performance and workforce efficiency
  • Greater accountability across cloud voice spend and service delivery
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