1. Overview (Project Background)

Company A is a global online retail company that operated a large-scale customer service center centered on its Australian subsidiary.

However, the existing on-premises-based call center had structural limitations where all consultation functions were suspended when failures occurred,

and improvements to core functions such as failure recovery, operational stability, and schedule management were urgently needed.

In particular, due to prolonged recovery delays and differences in operating hours by country, the risk of service interruption increased significantly when failures occurred. The most important goal was to transition to a cloud-based customer service center based on Amazon Connect to secure stability, agility, and operational convenience.

2. Challenge (Problem Definition)

• When failures occur, consultation operations are completely suspended, causing large-scale CS delays

• Complex recovery procedures and delays increase operational losses

• Difficulty managing operational schedules due to differences in national holidays and working hours by country

• Difficulty responding quickly to operational team requests for TTS-based announcements and report items in a difficult environment

• Lack of visibility into real-time inbound volume and operational metrics, resulting in slower operational response

3. Solution (Resolution Approach)

• Establishing an Emergency Recovery (Disaster Recovery) System Based on Amazon Connect
  We designed a routing structure that enables immediate alternatives when failures occur, establishing a recovery system that minimizes business downtime.

• Automation and Reorganization of Report and TTS Operational Elements
  We rapidly reconfigured report items according to operational team requirements and automated TTS-based prompt changes to reduce operator burden.

• Country-Specific Schedule Automation (Holiday & Work Schedule)
  We configured Connect to automatically control operational policies such as holidays, working days, and shortened working hours tailored to Australian regional characteristics.

• Securing Operational Visibility Through AIR Connect Dashboard
  We supported the operations team to detect failures and changes quickly and respond promptly by real-time monitoring of key metrics such as inbound volume, answer rate, wait time, and SLA.

4. Result (Achievements)

• Quick Recovery When Failures Occur → Significant Reduction in Business Downtime
  The adoption of the DR structure significantly improved the availability of customer service center operations.

• Operational Automation and Reduction of Repetitive Tasks
  Repetitive tasks of the operations team such as schedule management, TTS changes, and report configuration have been automated.

• Securing Real-Time Monitoring System Based on Amazon Connect
  The agility of the operations team to immediately detect failure situations and respond has been improved.

• Reduced Customer Complaints Through Stable Customer Service
  Customer experience has been improved as the number of failures and service downtime have been reduced.