Case Studies

Delivering Amazon Connect Solutions with Success

Taking Customer Experience to the Next Level

Taking Customer Experience to the Next Level with Amazon Connect

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About John Hancock                              

John Hancock Financial, established in 1862, is a premier provider of plans for wealth management, life insurance, retirement and other services. As part of an expansion for a new line of business, John Hancock embarked on a search for a cloud-based contact center solution to support customer service and enhance agent experience with highly scalable, state-of-the-art features. In demonstrating deep knowledge and experience, The AWS and VoiceFoundry teams were able to prove how Amazon Connect could quickly and efficiently help John Hancock achieve their business objectives and take their customer experience to the next level.


The Challenge

John Hancock directed the team to design, develop and deploy the Amazon Connect cloud-based service to support approximately 15 agents and to augment the customer experience by leveraging Amazon Lex Natural Language Understanding (NLU) as a Proof of Concept. Additionally, in an effort to enhance the agent experience, they required an integration with Salesforce CRM to enable personalized and consistent service for each and every caller. Finally, John Hancock wished to implement several additional AWS services including Amazon Transcribe, Amazon Comprehend, and Amazon Polly to further enhance their contact center capabilities and set themselves as distinct leaders in the customer experience space.


The Solution

Within days, the VoiceFoundry team successfully deployed a fully functioning Amazon Connect contact center solution as a Proof of Concept. The rapid pace of the project development along with the ability to scale clearly demonstrated the effectiveness of the solution to John Hancock.  Providing voice-enabled, self-service capabilities with Amazon Lex allowed customers to automatically check the status of their benefits, claim status and banking payment information, and this more than satisfied the requirements of John Hancock. With the successful transition from POC into production, John Hancock has now adopted Amazon Connect as their contact center solution to support all major lines of business.


The Benefits

“At John Hancock, customer experience is everything. When we moved to Amazon Connect with the help of VoiceFoundry, we saw a 20 point increase in our net promoter score…that’s a big deal to see that kind of success…It’s everything to us.” – Michael McCrillis, IT Director, Enterprise Operations, John Hancock


The Partnership

“From start to finish, John Hancock has worked with VoiceFoundry to really differentiate themselves in the customer experience space. Adding additional features such as real-time sentiment routing, voice biometrics, and fraud detection has enabled John Hancock to really take things to the next level.” – Lynn Teague, VP Strategic Accounts, VoiceFoundry


About VoiceFoundry

VoiceFoundry, the first Amazon Connect Reseller globally, is passionate about customer experience and brings an unparalleled level of knowledge and expertise of contact center technologies, allowing even the most complex projects to move quickly from design to deployment.

We specialize in the delivery of cloud-based enterprise contact center solutions and are distinctly focused on helping businesses develop a strong cloud migration strategy. We are experts at deploying solutions based on the Amazon Web Services portfolio with a special focus on Amazon Connect for contact centers.

Our expertise is focused on AI & natural language automation, CTI, enterprise integration, user experience design, analytics and workforce optimization. With a relentless pursuit of customer success, our team strives to disprove the notion that software projects have to be painful – and that technology must hurt to work.

For more information, visit us at

Protecting Customer Service Continuity
When fostering brand loyalty and traveler services is your business, your contact center must deliver superior customer support.

In January 2020, after Collinson’s very own Chris Barrow attended a two-day Amazon Connect Bootcamp hosted by VoiceFoundry, he was sure Amazon Connect was the perfect solution to transform Collinson’s contact center from functional to 21st century. Then in March, after learning that they had only two weeks to ready their global contact center for full remote-based operations, Collinson enlisted the services of VoiceFoundry because they possessed the expertise needed to migrate their contact center quickly and smoothly.



Create More Powerful Connections with Amazon Connect

Due to government orders to work from home, The Royal Borough of Windsor and Maidenhead needed to rapidly migrate from an on-premise Siemens platform to a cloud-based solution to continue supporting vulnerable residents who were not able to leave their homes as a result of the COVID-19 pandemic.  As a result, VoiceFoundry designed and deployed Amazon Connect to provide a reliable, flexible and easy-to-use contact center platform. This change enabled over 200 staff and volunteers to provide seamless support to shielded residents throughout Windsor and Maidenhead.

Supporting residents who were most vulnerable


Driving Contact Centre into the Future

Carsales had been hampered by their inflexible on-premise contact centre which was costly and unreliable. As a result, VoiceFoundry recently launched a fully-integrated contact centre for them, integrating all their applications into one Amazon Connect agent desktop. This change cut costs and allowed the business to provide a more personalised and streamlined customer experience. Moreover, VoiceFoundry offered continuous support to provide a seamless transition.


Best Solution for the Best Customer Experience
Amazon Connect proved to be the Contact Center solution suited exactly for the inbound and outbound call traffic requirements needed at AWS HR Services. It provided the flexibility and ease of use which they needed to operate as a self-reliant entity within the larger business environment. VoiceFoundry completed integrations with Salesforce and the migration of all helpdesk functions along with agent support to complete the package. (more…)

Triumph in Making Connections After a Natural Disaster
In response to the deadly natural disasters the summer of 2017, the Red Cross was in urgent need of expanding their call center to receive and respond to thousands of desperate individuals and agencies – and they needed a resolution quickly. Amazon Connect was able to serve as the flexible and scalable solution immediately and the AWS and VoiceFoundry team sent up a new call center with phone lines, call routing rules and trained agents within 48 hours. (more…)

Smarter and Reliable Customer Experience
Agero protects over 115 million vehicles on the road today by providing emergency roadside assistance to almost 10 million requests per year with their call center support services. Agero’s emergency triage capabilities enable them to quickly identify and process a customer’s needs, providing immediate assistance and rescue services when necessary. VoiceFoundry provided the contact center solution for Agero specifically in their partnership with KIA Motors, South Korea’s second largest automobile manufacturer. KIA had very specific continuity and back up requirements to be met by Agero in support of their customer helpline. Using Amazon Connect, Lex, Polly, S3 and Kinesis, VoiceFoundry successfully delivered the solution.