Case Study: Aramex achieves a contact center launch 20X faster with Amazon Web Services

Aramex Taps on Amazon Connect to Launch Contact Center in 7 Days, 20X Faster than Legacy Solution

Aramex, a global logistics and transportation company, needed to migrate and modernize its contact center operations after acquiring Fastway Couriers, while avoiding the complexity, latency, and poor call quality of its legacy open-source telephony setup. The company turned to Amazon Web Services, using Amazon Connect and related AWS services to support a cloud-based, centralized customer service model.

Amazon Web Services implemented Amazon Connect for Aramex in less than a week, replacing infrastructure-heavy deployment with a self-service virtual contact center that required no physical PBX or IVR management. The move delivered a 20x faster rollout than the legacy approach, cut latency by 27%, and eliminated downtime and call-quality issues; with Contact Lens for Amazon Connect, Aramex also gained real-time sentiment analysis and transcription to proactively improve customer service.

Aramex

Mohammed Sleeq

Chief Digital Officer