Case Study: RedAwning.com achieves 80% contact-center cost reduction and scalable AI-driven customer service with Amazon Web Services

RedAwning Scales Great Customer Service Using Amazon Connect and AWS AI Services

RedAwning, a global vacation-rental supplier with more than 140,000 properties, needed to scale guest support but was constrained by a costly, proprietary phone system that lacked call monitoring, tracking, and remote-agent flexibility. As the business grew rapidly, long hold times and limited agent locations were hurting service and efficiency.

RedAwning replaced its legacy system with Amazon Connect and AWS AI services (Amazon Lex, Polly, and Lambda), building a virtual agent named Scarlett to handle common calls, perform CRM lookups, and route complex issues to live staff. The cloud solution cut contact-center costs by 80%, slashed wait and call times (many cancellations now resolved in under a minute without an agent), enabled pay‑by‑use scaling and distributed agents, and provided better metrics for ongoing improvement.

RedAwning.com

Tim Choate

Chief Executive Officer and Founder