Case Study: Capital One achieves faster innovation and seamless customer experiences with Amazon Web Services

Capital One Contact Centers Innovate Faster Using Amazon Connect

Capital One, a digital-first banking company, needed a faster, more flexible contact-center platform to support its cloud-first strategy, microservices architecture, and goal of seamless customer experiences. Its legacy solution slowed innovation, made integrations difficult, and limited the company’s ability to reduce datacenter footprint and rapidly deploy new features.

Capital One migrated to Amazon Connect and related AWS services (S3, Kinesis, Redshift, Lambda), piloting in days and fully rolling out core operations in five months with 30-minute associate training and 100% adoption for direct bank and fraud teams. The move delivered clearer call quality, intuitive IVR and virtual-hold callbacks, rapid feature delivery (weeks instead of months), better customer insights via speech-to-text and NLP, and effortless scaling—accelerating innovation and improving customer outcomes.

Capital One

Rajiv Sondhi

Vice President for Software Engineering and Digital Technologies