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Driving Ltd to the cloud with TTEC Digital and AWS

Services Provided
Contact center technology
Company Size
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The challenge

Each month, the Ltd contact center manages over 10,000 calls and 6,000 emails, as well as live chat and social media channels. But the fifty contact center employees on the frontline of customer service were constrained by an inflexible, expensive, and unreliable on-prem contact center.

To keep pace with flexible remote work policies, Ltd needed a more flexible contact center solution. To provide agents with the customer data they needed for more personal interactions, this solution needed to operate with the existing Zendesk and Salesforce CRMs. Ltd came to TTEC Digital.

The solution

The solution that Ltd chose included Calabrio Quality Management and Advanced Reporting and Analytics powered by eMite. Amazon Connect was chosen as the CX orchestration engine, bringing the contact center, CRM data, and quality management solutions together.

As the inaugural Amazon Connect partner with the most experience working with AWS’ Cognitive CX portfolio, Calabrio, and eMite, TTEC Digital was chosen to build and deploy the solution. Within three months, TTEC Digital launched a fully integrated contact center solution for Ltd, successfully integrating all applications into one Amazon Connect agent desktop.

The result

By migrating its contact center to Amazon Connect, Ltd improved customer experience, enhanced employee tools, and lowered overall costs.

The flexibility of the platform gives Ltd control over its contact center, allowing them to make changes and adjustments without waiting for IT. Thanks to the CRM integration, agents can now access all necessary tools with a single sign-on to the AWS agent desktop, enabling better remote work options. This integration also means that agents have immediate access to real-time and historical data analytics, empowering them to provide a more personalized customer experience.

The new contact center solution has resulted in savings over 50% compared to the previous on-prem solution, not including savings from infrastructure.

“From the start we were given a timeline of exactly when the solution would be implemented. Normally these things get pushed out past their deadlines and I was surprised that we were on track every single time! We released it on time too. We did testing and during the release we had VoiceFoundry [now TTEC Digital] on-site in the contact centre, supporting through the release.”
Muhammad Masri, Customer Service Operations Manager at