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Banking verified Verified Outcome TRL 9

Contact Center Modernization for Remote Operations

domain Client: Large Australian Retail Bank handshake Provider: Amazon Connect schedule Deploy: 2020-2023
92 Impact
Enterprise Ready
Evidence Score: 5/10
Strength: Tier 1

Executive Summary

ANALYST: COI RESEARCH

A large retail bank migrated contact center operations to cloud-native telephony to enable remote work and improve resilience during demand spikes.

rate_review Analyst Verdict

"A strong demonstration of cloud contact center resilience and operational flexibility under crisis conditions."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

On-premise contact center infrastructure physically tied agents to offices, limiting business continuity during periods of disruption. Call volumes surged while physical capacity was constrained, threatening service availability.

psychology The Solution

The bank deployed a cloud-based contact center platform enabling agents to operate securely from any location. The architecture eliminated dependency on physical telephony hardware and supported rapid scaling during peak demand periods.

settings_suggest Technical & Deployment Specs

Integrations
CRM platforms
Deployment Model
Public Cloud
Data Classification
PII / Voice
Estimated TCO / ROI
Lower (OpEx)
POC Summary ( to )

"Rapid full-scale migration"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Remote Workforce Security Medium VDI and identity controls

trending_up Impact Trajectory

Audited value realization curve

Full remote agent capability Verified Outcome
Primary KPIElimination of on-prem telephony
Audit CycleStable service during volume spikes

policy Compliance & Gov

  • Standards: APRA / PCI-DSS
  • Maturity (TRL): 9
  • Evidence Score: 5/10
  • Data Class: PII / Voice

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 1
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Technical Audit
PDF • Audited
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The "Blind Verification" Protocol

How we verified these outcomes for Large Australian Retail Bank without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-375
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-375

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