Case Study: Rackspace achieves a better support experience and lower costs with Amazon Web Services (Amazon Connect)

Rackspace Provides Better Support Experience at Lower Cost Using Amazon Connect

Rackspace, a global managed‑services and hosting provider founded in 1998, relied on its contact center as a key differentiator but was hamstrung by a legacy telephony system. Attempts to modernize stalled because basic call control and monitoring required specialized telecom engineering, limiting developer productivity and leaving the company without real‑time visibility into queues and service issues.

Rackspace migrated to Amazon Connect and AWS services, co‑locating developers with support staff to iterate call flows in real time and integrating telemetry via Amazon Kinesis, Managed Elasticsearch, CloudWatch, SNS and Lambda. The move enabled rapid changes, automated routing and spam blocking, and data‑driven decisions; outcomes included freeing developers to focus on user experience, automatic transfer of ~10% of calls, deflection of 1,800 calls in 24 hours (saving about $10,000 in overtime and avoided SLA credits), and a faster, lower‑cost support operation.

Rackspace

Kerry Bowley

Product Manager