Where Ideas go Viral

Amazon Connect

Transform Customer Experiences with Intelligent, Scalable Contact Centres

Amazon Connect helps organisations modernise contact centres with cloud-first telephony, intelligent routing, automation, and deep integration with CRMs and business systems.
We design, architect, and deliver end-to-end Connect solutions that improve customer experience, reduce operational cost, and give agents the tools they need to perform at their best.

Whether you need a new contact centre, want to enhance an existing one, or integrate AI and automation — we deliver a secure, scalable and flexible platform that grows with your business.

What We Deliver

Cloud Contact Centre Modernisation

Move away from legacy platforms to a scalable, flexible, pay-as-you-go cloud solution.

Omnichannel Routing & Journeys

Voice, chat, messaging, email — intelligently routed based on customer needs and agent skills.

AI-Driven Experiences

Use Amazon Lex, LLMs and intent detection to automate enquiries, triage requests and assist agents in real time.

Agent Experience & Workforce Tools

Empower your teams with Contact Lens insights, agent assist, sentiment analytics and performance dashboards.

System Integrations & Automation

Connect your contact centre seamlessly with CRM, Dynamics 365, Salesforce, ServiceNow, custom APIs and internal systems.

Typical Use Cases

Legacy Contact Centre Modernisation

Move from on-prem Avaya, Cisco, Mitel, Genesys or hosted telephony to Amazon Connect.

AI Self-Service & Virtual Agents

Use Amazon Lex and LLMs to handle common requests like FAQs, order updates, authentication and ticket creation.

CRM-Integrated Agent Experience

Embed Connect inside Dynamics 365 or Salesforce with screen pops, interaction history and automated workflows.

Omnichannel Customer Support

Enable voice, chat, web messaging, WhatsApp, SMS and email under a unified routing layer.

Why Viral Velocity?

Amazon Connect succeeds when it is designed around customer behaviours, operational efficiency, and business outcomes — not just IVR flows.

We combine real-world experience across AWS, AI, automation and CRM to deliver contact centres that are:

  • Scalable and resilient
  • Cost-efficient
  • Easy for agents to use
  • Integrated with business systems
  • Built with governance and security from day one

We follow our proven delivery model:
Discover → Design → Build → Deliver → Support → Digital Success

How we do

Discover – Understand Customer Journeys & Operational Needs

We begin by exploring how customers currently contact you and how your teams work behind the scenes.

What we do:

  • Contact centre discovery workshops
  • Analyse existing IVRs, call flows, chat and email journeys
  • Review SLAs, AHT, call volumes, peak behaviours
  • Understand agent tools, training gaps and pain points
  • Map integrations with CRM, internal systems and data sources

What you get:
A clear understanding of your customer experience, operational challenges and modernisation opportunities.

Design – Shape the Contact Centre Experience

We design the contact centre blueprint — journeys, routing logic, self-service capabilities, AI automation and integrations.

What we do:

  • IVR & interaction design using Connect, Lex and automation
  • Skill-based and intent-based routing strategies
  • CRM and backend integration patterns
  • Agent workspace & UX design
  • Compliance, security and governance model
  • Contact centre reporting architecture

What you get:
A future-proof design that improves customer experience and reduces agent workload.

Build – Develop the Contact Centre Platform

We implement the features, flows, automations and integrations needed to bring the design to life.

What we do:

  • Build call flows, chat workflows and Amazon Lex bots
  • Integrate with Dynamics 365, Salesforce or custom APIs
  • Configure user management, queues, hours, routing profiles
  • Deploy Contact Lens for sentiment, transcription and analytics
  • Set up dashboards, alerts, reporting and performance tools
  • Test with real-world scenarios

What you get:
A working contact centre platform tailored to your operations.

Deliver – Migrate, Deploy & Onboard Teams

We ensure the move to Amazon Connect happens smoothly — for both customers and agents.

What we do:

  • Plan and execute migration waves
  • Parallel running and phased transitions
  • Agent training with real examples
  • Rollout of softphones, workspaces and knowledge tools
  • Cutover strategy with rollback protection
  • Validate performance and tune routing

What you get:
A seamless migration with minimal customer disruption and confident agents from day one.

Support – Maintain & Enhance Operations

A contact centre requires continuous optimisation, not fire-fighting.

What we do:

  • Monitor queues, flows and interaction trends
  • Improve routing, automations and workflows
  • Provide operational dashboards and insights
  • Apply governance for new features
  • Work closely with teams to remove bottlenecks

What you get:
A reliable, efficient and continuously improving contact centre.

Digital Success – Optimise & Expand

Post-go-live, we focus on long-term success and measurable improvements.

What we do:

  • Track KPIs: AHT, first-contact resolution, customer sentiment, agent performance
  • Refine Lex intents, call flows and self-service adoption
  • Expand channels: WhatsApp, SMS, chat, email
  • Introduce new AI-driven automations
  • Regular value reviews and roadmap refreshes

What you get:
A continually evolving contact centre that gets smarter, faster and more valuable.