Case Study: Leading Data Centre Providing Company achieves enhanced customer contact centre experience with Cloud Kinetics AWS Connect Managed Support

AWS Connect Managed Support Data Centre Solutions

Leading Data Centre Providing Company, a global provider of data centre solutions and interconnection services, needed a contact centre solution for end customers across East Asia and Europe. The challenge involved supporting common features plus region-specific Salesforce CRM integrations, while handling telephony complexity, local language requirements, and other operational constraints. Cloud Kinetics addressed this with AWS Connect Managed Support.

Cloud Kinetics standardized the contact centre using a reusable, feature-rich call flow and built Salesforce CRM integrations as modular components. The solution included personalized IVR by caller region, third-party API integration, on-the-fly customer validation, callback options, and agent tools to improve usability. Results included 50+ complex call flows, 1000+ voice recordings, 500K+ lines of code, a complex Salesforce integration, and a reusable platform-based approach designed for future use, alongside cost savings and improved user experience.