About the Customer
About Client
Our client is a media and entertainment company whose contact center handles a steady, high-stakes stream of guest and customer service interactions. Like a lot of established operators in this space, their contact center technology hadn't kept pace with their business. It worked — but it was holding them back.
Location
United States
Industry
Media and Entertainment
CORE AWS SOLUTION
Amazon Connect
Executive Summary
A U.S.-based media and entertainment company relied on a legacy contact center that limited routing flexibility, analytics, and the agent experience. The organization needed a modern cloud contact center that could improve customer service operations without putting live call volume at risk.
RSNA Cloud Connect designed and deployed an Amazon Connect environment beside the existing platform. This parallel approach allowed the team to validate routing, train agents, test operational readiness, and preserve a clear rollback path before go-live.
Challenges
The legacy contact center created three connected problems:
- Limited flexibility for inbound routing, overflow control, transfers, callbacks, and business-hours logic.
- Restricted access to native real-time and historical contact center analytics.
- A complex modernization decision involving CRM, telephony, and AI capabilities with different levels of technical readiness.
Leadership needed a controlled Amazon Connect migration that protected business continuity. The team also needed a practical roadmap that separated launch-critical capabilities from integrations better suited to a later phase.
Solution
RSNA Cloud Connect implemented a parallel-run Amazon Connect deployment. The new environment launched alongside the legacy platform, which reduced cutover risk and allowed end-to-end testing before production approval.
Amazon Connect configuration
- Configured queues and routing profiles for the pilot agent population.
- Built representative inbound contact flows for direct inward dialing, overflow handling, business hours, holidays, transfers, and callbacks.
- Enabled the native Amazon Connect agent workspace and delivered structured agent training.
Analytics and operational visibility
- Implemented Amazon Connect Contact Lens for real-time and historical analytics.
- Created dashboards to support performance monitoring and operational decision-making.
- Used Amazon CloudWatch to monitor the environment and strengthen operational oversight.
Security by design
- Applied least-privilege AWS Identity and Access Management roles.
- Protected information with encryption at rest and in transit.
- Established a cloud security baseline aligned with the planned operating model.
A phased integration roadmap
RSNA Cloud Connect evaluated CRM, telephony, and AI integrations against clear readiness criteria. Each integration required an approved architecture, access, test data, acceptance criteria, and a named owner. Capabilities that were not ready for the initial launch, including planned CRM, telephony interconnect, and conversational AI integrations, moved into a governed future-phase roadmap.
Implementation Approach
The engagement followed a controlled migration process:
- Define the launch baseline. Separate committed contact center capabilities from conditional integrations.
- Build in parallel. Deploy Amazon Connect beside the legacy environment to avoid exposure to live production traffic during validation.
- Validate real workflows. Test representative routing scenarios end to end and compare behavior with the existing platform.
- Prepare the people. Configure pilot agent seats, deliver training, and cross-train a secondary technical resource.
- Protect the test window. Freeze the build before formal testing to prevent late changes from compressing validation.
- Govern the launch. Track defects, document dispositions, confirm rollback readiness, and secure Steering Committee approval.
Success Metrics
The modernization met its delivery and quality targets while keeping production operations protected.
Zero
production disruption
100%
of committed baseline deliverables completed and accepted
All
milestone gates passed
Zero
critical or high-severity defects open at launch
The Steering Committee approved go-live and the phased roadmap. Any remaining low-severity items were resolved or deferred with a documented disposition.
Customer Voice
"Modernizing our contact center felt risky until we saw the parallel-run approach in action. We never had to gamble with live call volume to get there — every routing scenario was proven out before a single real customer touched the new system. The result is a platform our agents can actually work with, and analytics we never had before."
Partner Impact
RSNA Cloud Connect brought the discipline this migration needed: separating what was ready to build now from what needed more groundwork, and proving it out safely before go-live. The result was a contact center modernization that hit every milestone without a single disruption to production.
"Contact center migrations fail when teams try to do too much at once, under pressure, in production. We built this one the opposite way — parallel infrastructure, gated scope, a real rollback path, and a testing window nobody was allowed to compress. That discipline is what got this client to go-live with zero critical defects and a Steering Committee that trusted the plan enough to approve the next phase."
AWS Enablement
"This engagement is a good example of what a well-governed Amazon Connect migration should look like — clear acceptance criteria, a security baseline built in from day one, and integrations sequenced by readiness rather than urgency. Partners who bring that kind of structure to a modernization project set their customers up to scale with confidence."