Case Study: a logistics delivery fleet for the world’s largest eCommerce company achieves rapid contact center migration with HGS Digital and Amazon Connect

Contact Center Migration Creation of Contact Flows Achieved with Amazon Connect

The logistics delivery fleet for the world's largest eCommerce company needed to migrate its contact center within a strict 30-day window, which included hiring and training new agents. Their challenge was to move from their existing provider to a new solution operated by HGS Digital with zero disruption, requiring the setup of a new telephony platform and the porting of their existing toll-free number.

HGS Digital implemented a solution using Amazon Connect to create efficient contact flows that routed inbound calls for roadside assistance. The results included a dramatically reduced setup time of just one day for contact flows, the elimination of upfront capital investment, and significant cost savings due to the pay-per-use model. HGS Digital successfully delivered the project on time, enabling the client to scale easily without complex infrastructure.