Sold by: The Scale FactoryÂ
Transform your contact centre with confidence. The Scale Factory's comprehensive Discovery, Design & Planning engagement provides everything you need to successfully implement Amazon Connect - from detailed financial analysis to complete technical architecture, and phased migration roadmap.
This consulting engagement delivers actionable plans, stakeholder-ready business cases, and implementation blueprints that de-risk your modernisation project and set your team up for success.
Perfect for organisations that need expert guidance to plan and execute their implementation.
Overview
What's Included
Comprehensive TCO & ROI Analysis
Financial Modeling & Business Case
- Cost projections covering current state, Amazon Connect costs, migration expenses, and ongoing operations
- Executive-ready business case with ROI analysis, break-even timeline, and investment requirements
- Quantified savings from automation, GenAI/Agentic AI, pay-per-use pricing, and efficiency gains
High Level Architecture & Solution Design
Contact Center Design
- Contact flow architecture (IVR, routing logic, queues, callback handling)
- Omnichannel strategy across voice, chat, email, and SMS
- Integrations for CRM, ticketing, knowledge bases, and business systems
AI & Automation Design
Leveraging our AWS Generative AI Competency to achieve:
- Agentic AI workflows for autonomous multi-step interactions
- Amazon Lex chatbots and Amazon Bedrock GenAI integration
- Amazon Q agent assistance and Contact Lens analytics
- GenAI call summarisation and real-time recommendations
- Self-service deflection strategies
Security & Infrastructure
- Compliance architecture (PCI DSS, HIPAA, GDPR)
- Security controls, encryption, and access management
- High availability, disaster recovery, and monitoring design
Migration Strategy & Implementation Roadmap
Current State Assessment
- Platform evaluation, call volumes, agent distribution, and integrations
- Pain point identification and gap analysis
- Custom development and third-party dependencies
Migration Planning
- Phased vs. big-bang approach with pilot criteria
- Queue and agent migration sequence with cutover strategy
- Number porting, dual-running considerations, and rollback plans
- Risk mitigation and contingency planning
Implementation Roadmap
Five-phase plan covering foundation setup, integration development, pilot deployment, production rollout, and optimisation. Each phase includes deliverables, timelines, resource requirements, dependencies, and success criteria.
Testing Framework & Success Criteria
Comprehensive Testing Strategy
- Functional testing (contact flows, routing, features, error handling)
- Integration testing (CRM connectivity, data sync, API performance)
- Performance testing (load capacity, scalability, network quality)
- User acceptance testing (agent validation, business process verification)
Deliverables
A comprehensive report, including:
- Business Considerations: Executive summary, business case with ROI, TCO models, risks
- Technical Considerations: Architecture diagrams and integration specifications
- Project Plan: Implementation roadmap, migration strategy, testing strategy, training plan
- Knowledge Transfer: Team workshops, best practices, optimisation recommendations
Highlights
- Comprehensive TCO/ROI analysis and business case with running cost projections, break-even analysis, and implementation cost modelling.
- Technical architecture including agentic AI workflows, Amazon Bedrock integration, intelligent chatbots, and GenAI-powered agent assist.
- Implementation project plan, including: phased migration roadmap, testing strategy, integration specifications, and security design to de-risk your deployment.
Details
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Delivery method
Deployed on AWS
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Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.
Legal
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Support
Vendor support
Customers of the Amazon Connect Discovery, Design & Implementation Planning service have access to The Scale Factory support team during the assessment and for a follow-up period after delivery of the findings.
For more information, email marketplace@scalefactory.comÂ