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Banking verified Verified Outcome TRL 9

Post-Merger Contact Center Unification

domain Client: Top 10 US Bank handshake Provider: Amazon Connect schedule Deploy: 2021-2023
88 Impact
Enterprise Ready
Evidence Score: 5/10
Strength: High

Executive Summary

ANALYST: COI RESEARCH

Following a massive merger of equals, the newly formed entity utilized Amazon Connect to unify disparate contact center stacks into a single, cloud-based platform.

rate_review Analyst Verdict

"A critical enabler of merger integration. Cloud CCaaS is the fastest way to unify operations compared to trying to bridge two incompatible on-premise legacy PBX systems."

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

warning The Challenge

The merger created an entity with two distinct, incompatible legacy contact center environments. Agents could not easily transfer calls between legacy lines of business, creating a disjointed client experience. Attempting to integrate the existing on-premise hardware would have taken years and cost millions in capital expenditure.

psychology The Solution

The bank chose to leapfrog legacy integration by migrating both heritage workforces onto a single Amazon Connect instance. This cloud-based approach allowed for a unified routing logic, a single view of the customer for agents regardless of their heritage organization, and the rapid deployment of common IVR flows.

settings_suggest Technical & Deployment Specs

Integrations
CRM
Deployment Model
Public Cloud
Data Classification
PII
Estimated TCO / ROI
Medium
POC Summary ( to )

"N/A"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Migration Downtime High Parallel run

trending_up Impact Trajectory

Audited value realization curve

Unification of agent desktop/routing Verified Outcome
Primary KPIRealization of merger cost synergies
Audit CycleImproved agent efficiency

policy Compliance & Gov

  • Standards: US Banking Regs
  • Maturity (TRL): 9
  • Evidence Score: 5/10
  • Data Class: PII

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 Top 10 US Bank without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-399
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-399

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