Case Study: NCS achieves faster customer onboarding and lower costs with Amazon Web Services

NCS Accelerates Customer Onboarding by Moving its Contact Center to Amazon Connect

NCS, a multinational IT services company serving governments and enterprises across Asia Pacific, needed to speed up onboarding for its Service Desk customers, cut operational complexity, and meet strict data sovereignty requirements. Its on-premises contact center took up to eight weeks to deploy, so NCS looked to Amazon Web Services, using Amazon Connect and related services to create a more agile, scalable omnichannel solution.

Amazon Web Services helped NCS migrate 40 projects to Amazon Connect in just three months, reducing new-customer onboarding from six to eight weeks to three weeks and cutting system operations costs by 30%. With AWS services like Contact Lens for Amazon Connect, NCS also improved call analytics and customer communications, enabling faster responses, high customer satisfaction, and more time to invest in new features and AI-driven innovation.

NCS

Jessica Cheung

Practice Lead for EUC and Service Desk