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 call center had structural limitations where the entire consultation function would be suspended when failures occurred,

and improvements in key 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 when failures occurred increased significantly. The most important goal was to transition to an Amazon Connect-based cloud customer service center 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 and delayed recovery procedures 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 such as TTS-based announcements and report items

• Lack of visibility into real-time inbound volume and operational metrics, slowing operational response speed

3. Solution (Resolution Approach)

• Establishing Amazon Connect-based Emergency Recovery (Disaster Recovery) System
  We designed a routing structure that enables immediate alternative operations when failures occur, establishing a recovery system that minimizes downtime.

• Automation and Reconfiguration 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 enabled real-time monitoring of key metrics such as inbound volume, answer rate, wait time, and SLA to support the operations team in responding quickly to failure and change situations.

4. Result (Achievements)

• Fast Recovery When Failures Occur → Significantly Reduced Downtime
  The introduction of the DR structure significantly improved the availability of customer service center operations.

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

• Secured Real-time Monitoring System Based on Amazon Connect
  The operations team's agility in immediately detecting and responding to failure situations has been improved.

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