In early 2021, the UK Health Security Agency (UKHSA) required a large-scale Single Service Centre (SSC) to manage citizen communications related to pandemic and health incident management. The call centre needed to handle 2.7 million calls per month, with a maximum of 3,750 remote agents working from home. Cloud Fundamental, in partnership with MMS and HGS, was awarded the contract to design, build, and deliver this mission-critical service.

Key Challenges and Requirements:

• Handling a potential 2.7 million calls monthly with 3,750 agents.
• Quick scalability to accommodate a high but unpredictable volume of calls.
• Supporting agents working from home with bring your own device (BYOD) setups.
• Detailed management information reporting and billing breakdowns for calls.

Solution:

Cloud Fundamental developed a highly scalable solution using Amazon Connect as the core telephony platform, ensuring secure agent access via SAML federation through Microsoft Azure. The solution used AWS Lambda and DynamoDB to dynamically route calls and provide real-time queue and utilisation data. A custom Call Manager interface was developed for agents to manage calls efficiently, while real-time analytics and reporting were powered by Amazon Glue, EventBridge, and Athena.

Results:

The system went live in September 2021, handling 700,000 call minutes per month without any outages, with an average of 360 agents logged on concurrently. The infrastructure supports dynamic scaling to meet unpredictable call volumes. The detailed reporting solutions provide UKHSA with comprehensive call data, which is vital for resource planning and operational decisions. Additional services, including new queues and options, are already planned for implementation​.

For more information about this solution, review the case study document here:

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L’Oréal UK and Ireland, managing 36 global beauty brands, required enhancements to their existing Amazon Connect call centre. The challenge was to provide a dynamic solution that could inform customers of long wait times during periods of high call volume, while streamlining the management of 36 individual brand contact flows.

Key Challenges and Requirements:

• Real-time long wait time notifications for customers.
• Consolidation of 36 separate contact flows to simplify management.
• Dynamic brand detection and tailored customer messaging.
• Provisioning new brands efficiently without manual updates.

Solution:

Cloud Fundamental reviewed L’Oréal’s existing Amazon Connect setup and recommended consolidating the 36 contact flows into one universal flow, with dynamic brand detection powered by AWS Lambda and DynamoDB. This solution uses the incoming caller’s number to retrieve brand-specific information and provides customised prompts and agent whisper flows. Additionally, the system was designed to automatically notify customers of extended wait times during peak periods using the Check Queue Status block within Amazon Connect.

Results:

The solution not only met the original requirement of dynamic wait-time notifications but also delivered additional benefits. The consolidation of the 36 contact flows into one significantly simplified management and reduced inconsistencies between brands. The system now supports dynamic brand messaging and makes it easier to provision new brands. Following this success, HGS (L’Oréal’s outsourcing partner) has requested further analysis of the AWS infrastructure for additional improvements​.

For more information about this transformation, view the case study document here:

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In 2021, The Pension Regulator (TPR), a UK public body overseeing workplace pensions, needed a reliable call centre solution to support their Automatic Enrolment (AE) scheme. The project required a secure, cost-effective solution capable of managing around 15,000 calls per month with 120 agents working remotely. Cloud Fundamental, in partnership with Marathon Managed Services (MMS) and Hinduja Global Services (HGS), was tasked with designing and delivering this call centre infrastructure using Amazon Connect.

Key Challenges and Requirements:

• Managing 15,000 calls monthly with a remote workforce.
• Integration of out-of-hours, public holiday, and emergency handling.
• Detailed call recording, quality analysis, and reporting.
• Multi-line setup with three incoming telephone numbers, each offering different services.
• Real-time visibility into queue status for agents and team managers.

Solution:

Cloud Fundamental leveraged Amazon Connect to create a fully managed and scalable telephony platform. The system automatically scales to meet demand, offering resilience and disaster recovery features. Using AWS Lambda and DynamoDB, the system dynamically adjusts call handling based on availability and utilisation. Additionally, a Call Manager tool was implemented to provide agents with an intuitive interface to access caller data and manage agent statuses efficiently.

Results:

The solution passed rigorous testing and went live in August 2021, handling 15,000 calls monthly with no outages and supporting up to 120 agents simultaneously. Cloud Fundamental provided robust reporting and management information tools using AWS Glue and Amazon Athena to generate detailed analytics on call outcomes. The system’s scalability ensures it can adapt to future requirements, such as adding new queues and a customer satisfaction survey solution​

For more information, view the case study document here:

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