Many organizations still operate contact centers built on a patchwork of disconnected tools—routing platforms, video calling solutions, CRMs, and custom integrations. These fragmented environments drive up costs, slow down innovation, and create inconsistent customer experiences.

In this live event, you’ll hear how two companies—one mid‑market insurance provider and one fast‑growing travel services business—streamlined operations by consolidating four legacy systems into a single, cloud-native platform on Amazon Connect.

We’ll break down the quantitative TCO impacts of replacing multiple systems with one, along with the qualitative improvements in customer experience, agent productivity, and business agility. You’ll get an outcome‑based view of what modernization looks like in the real world, including omnichannel transformation, intelligent routing, and CRM workflows.

If you’re looking to build a proven business case for contact center consolidation, this session provides the metrics, patterns, and stories you can take straight to your leadership team.

How consolidating four legacy tools into Amazon Connect transforms TCO

A clear comparison of the cost and operational overhead associated with multiple point solutions versus a unified platform.

Modernizing omnichannel and routing experiences
How organizations replaced disparate routing tools, video-call workflows, and CRM integrations with simplified, intelligent Amazon Connect flows.

Outcome‑based storytelling for your leadership team
Metrics and qualitative results that resonate with executives—from operational efficiency to customer satisfaction to long‑term agility.