Case Study: South East Water achieves remote outbound contact center continuity with GlobalLogic

GlobalLogic Enables Business Continuity for South East Water in Just 3 Weeks

South East Water (SEW), a UK utility serving more than 2.2 million consumers, needed a fast way to maintain business continuity during COVID-19. The company wanted a contact centre solution that would let agents work remotely, improve customer experience, and add outbound calling capabilities to reduce queue times and support customers with financial difficulties. GlobalLogic helped SEW meet this challenge using Amazon Connect.

GlobalLogic designed and delivered an outbound contact centre capability in just 48 hours, then completed a broader solution within three weeks. The implementation included remote agent support, outbound call recording with Amazon S3, dynamic contact flows using Amazon DynamoDB, and a customized Amazon Contact Control Panel. As a result, SEW gained a scalable, consumption-based contact centre that enabled 100% remote outbound calling, improved caller routing and identity display, and strengthened overall customer service continuity.

South East Water