Cloud Transformation
Modernization-led migration, managed services, cloud strategy & consulting
Reimagine Your
Contact Centre
Cloud-Native Contact Centre Transformation with Amazon Connect Deploy in 2 weeks. Train agents in 20 minutes. Save up to 80% over traditional solutions.
Calculate Your ROI
Challenges Businesses Face
Common Contact Centre
Traditional contact centres create friction for both customers and agents — leading to poor experiences and unresolved issues.
Lack of Real-Time Insights
Customer information lost when transferring calls. Agents don’t know customer history. Customers forced to repeat themselves.
Work-From-Anywhere Agility
Increased reliance on remote access to legacy systems, disparate data sources, and uncoordinated approach for outsourced contractors.
Multiple Disconnected Channels
Disjointed transitions between phone, chat, and email. Disconnected information across platforms. Increased average handle time.
Data Security & Compliance
Reservations about data protection when migrating from on-prem to cloud. Maintaining regulatory compliance across regions.
Why Organizations Choose
Amazon Connect
The Same Technology Amazon Built For Its Own Retail Contact Centre — Now Available To Every Business
Fact 
2 weeks 
20 min 
Up to 80%
2 weeks To deploy an omnichannel cloud contact centre
20 min To train a new agent for peak efficiency
Up to 80% Savings over traditional contact centre solutions
Cloud-Native
No infrastructure to manage — fully hosted on AWS with zero upfront licence fees
Elastic Scaling
Save significantly on engineering, infra, DevOps, and long-term maintenance
AI-Powered Routing
Intelligent routing with NLP, intent recognition, and real-time sentiment analysis
Omnichannel
Voice, chat, email, social — unified experience across every touchpoint
Real-Time Analytics
Live dashboards, KPIs, predictive insights, and Contact Lens transcription
How It Works
Customer 
Amazon Connect 
Agent 
CRM Why SourceFuse
Your Trusted AWS Cloud & Digital Engineering Partner
0+ Years
Experience
Experience
0 CSAT
Score
Score
0+ Certified
Engineers
Engineers
0 Global
Locations
Locations
Managed Services
End-to-end cloud operations, governance, and cost optimization
Application Engineering
API/microservices architecture, bespoke product development, SaaS acceleration
Data & AI Platforms
GenAI, analytics, data engineering, and AI-powered automation solutions
Customer Experience
Contact centre modernization with Amazon Connect — our signature expertise
AWS Recognitions & Competencies
Case Study
RelayRIDE Healthcare Transportation
How SourceFuse Used Amazon Connect To Transform Patient Transportation At Scale
Outcomes
0M
Completed Rides
$0M
Dollars Saved
0K
Patients Helped
0K
Completed Appointments
The Challenge
OneCall, a worker's compensation and healthcare solutions provider, needed a trusted solution to manage patient transportation at scale. Manual call centre processes, unreliable drivers, and lack of real-time tracking were causing missed appointments and costing the US healthcare industry billions annually.
SourceFuse Delivered
Cloud-native architecture on AWS with microservices and Lambda
Seamless patient journey management with real-time monitoring
Live geo-tracking ensuring accurate, on-time patient drop-off and pick-up
Integration with Lyft and Uber for reliable transportation
24/7 active monitoring with automated phone calls via Amazon Connect & Polly
HIPAA-compliant, end-to-end encrypted platform using AWS IAM, Shield & CloudTrail
Measurable Impact
RelayRIDE, developed in exclusive partnership with Lyft, is an intuitive web and mobile application that manages patient journeys — preventing missed appointments through automation, live geo-tracking, and seamless third-party integrations.
Powered by AWS
Lambda 
RDS 
CloudFront 
Connect 
Polly 
Translate 
EC2 with Auto Scaling Seamless CRM Integration
Amazon Connect integrates deeply with Salesforce and other CRMs — giving agents a unified view of every customer
Integration Flow
SourceFuse Delivered
- Automatic case creation from every interaction
- Full customer history view on screen-pop
- Real-time interaction logging across all channels
- AI-generated call transcripts and summaries
- Post-call summaries pushed directly to your CRM
The Art Of The Possible
Your Modern Contact Centre
Intelligent IVR Routing
Natural language understanding routes customers to the right team instantly
Customer Recognition
Automatic caller identification linked to purchase history and account data
Agent Screen-Pop
Full customer profile, interaction history, and preferences delivered on answer
AI-Assisted Agents
Real-time suggested responses, auto-summaries, and sentiment detection
Digital Engagement
Web chat, chatbot, social media — all unified in one platform
Customer Journey — End to End
Customer contacts you
Voice, chat, or web
System identifies profile
Account, history, context
Agent receives context
Screen-pop with full data
Issue resolved faster
AI assist + knowledge base
Empowering Your Support Teams
Technology Augments Your Service Teams — Not Replaces Them
AI-Assisted Responses
Real-time suggested replies, knowledge base lookups, and auto-generated summaries reduce cognitive load on every call
Reduced Repetitive Tasks
Launch MVAutomated ticket creation, wrap-up codes, and post-call admin free agents to focus on customer experiences faster
Faster Resolution
Context delivered on screen-pop means agents spend less time searching and more time solving
Improved Customer Satisfaction
Automated ticket creation, wrap-up codes, and post-call admin free agents to focus on customer experience
Give every agent the tools to deliver an exceptional customer experience — every time.
A Structured Implementation Approach
Phased delivery minimising risk and maximising value at each stage
Phase 1 – Foundation
Core Setup & Go-Live- AWS Connect environment setup, DR & scaling
- IVR design, routing logic & business hours
- Call recording & after-call work automation
- Security: MFA, SSO, role-based access
- Agent workspace with CRM integration
- Voice + chat omnichannel support
- Real-time dashboards & KPI reporting
Phase 2 – Intelligence
AI & Analytics- FAQ chatbot framework (Amazon Lex)
- Contact Lens real-time transcription
- Sentiment analysis & conversation analytics
- Advanced performance metrics & reporting
Phase 3 – Integration
Channels & Systems- Deep CRM/Salesforce integration
- Microsoft Teams integration
- Social media: WhatsApp, Facebook, X
- Unified orchestration across all channels
Phase 4 – Optimization
Scale & Automate- NLP-powered IVR with intent recognition
- Predictive analytics & demand forecasting
- Automated ticket creation from contact flows
- Smart routing optimization
Ready to Transform?
Let SourceFuse Help You Discover The Possibilities Of Modernizing Your Contact Centre With Amazon Connect.
See how much you could save in 2 minutes
