A large UK-based housing provider, managing over 22,000 properties, was undergoing a digital transformation in 2025 and needed a new cloud-based telephony solution that could integrate seamlessly with their CRM platform.

The organisation sought to replace their aging on-premise telephony system with a more modern, cost-effective, cloud-hosted platform. Their requirements included:

• Evaluating and recommending a new, maintainable, cloud-based telephony system.
• Migrating all staff to the new solution.
• Supporting Single Sign-On (SSO) with their existing identity management system.
• Integrating the solution with their CRM to enable screen pop of customer records.
• Delivering reporting features to monitor call volume.
• Ensuring call recordings could be retained according to compliance requirements.
• Offering flexible IVR configuration for broadcasting key messages.

Multiple telephony platforms were evaluated, and Amazon Connect was selected for its scalable, pay-as-you-go model and native integration capabilities with the client’s CRM.

Key activities included:

• Phased onboarding of teams to Amazon Connect.
• Tight integration of the telephony solution with the CRM via Service Cloud Voice.
• Use of Amazon Polly for dynamic voice prompts within IVR flows.
• AWS Lambda used to query the CRM directly for intelligent call routing.
• Real-time transcription of calls via Amazon Transcribe and Kinesis.
• SSO integration through AWS IAM and Identity Provider configuration.

More than 50 team queues were configured, and new features such as voicemail and callback requests were introduced to improve the customer experience.

The solution has been successfully rolled out to the contact centre, with plans for further deployment across other teams. A roadmap has also been created to incorporate additional AWS services like Lambda, Lex, Bedrock, and Contact Lens for enhanced automation and self-service capabilities.