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Client: AAMC
Industry: Financial Services
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AAMC collaborated with iCXeed to maximize ROI and operational performance in their contact centre by leveraging innovative AWS solutions. The project deployed advanced analytics, AI-driven insights, and unified data integration to uncover optimisation opportunities, elevate contact centre data literacy, and improve key business outcomes.
Like most large contact centres, AAMC faced challenges in synthesizing, processing, and analysing the vast data captured within the data lake of Amazon Connect.
AAMC had enabled conversational analytics, automated QA, CSAT surveys, and advanced reporting via the Amazon Connect data lake. Yet, answering key questions about trends required extracting disparate datasets and manually listening to/categorizing call subsets, a time-consuming, resource-heavy process that pulled focus from improvement activities. They sought a faster path to insights on contact centre performance and high-impact opportunities for business process innovation.
They needed to maximize ROI from all Amazon Connect capability and they needed to be guided by data on which solutions would deliver the greatest improvement in customer service and identify future additional opportunities for operational enhancement.
To solve these challenges, iCXeed partnered with AAMC to create a truly intelligent, data-driven contact centre, one capable of turning vast amounts of data into immediate, meaningful action. Using open and extendable frameworks built natively on AWS, iCXeed deployed a flexible AI-enabled solution that did not just unify information but transformed it into near real-time actionable business insights for operations.
Rather than a static data platform, the new system acts like an AI data and business analyst, able to answer complex questions, identify emerging trends, and recommend improvements across customer experience, agent performance, and training.
Through this solution, data from every customer interaction-calls, chats, surveys, and QA reviews-flows into a unified environment where AI continuously analyses, categorizes, and learns. Leaders can simply ask questions in natural language, such as "Which issues are trending this week?" or "Where can self-service deflect the most volume?", and instantly receive data-backed answers, complete with visual and strategic context.
This architecture enables AAMC's contact centre to continually learn, adapt, and improve, creating a self-optimising customer experience operation. The result is not only deeper visibility but also faster, more confident decision-making. Together, iCXeed and AAMC have unlocked the true potential of Amazon Connect data, setting a new standard for AI-driven performance intelligence in customer operations.
Contact centre teams gained confidence and capability in data-driven decision-making.
Identification of training gaps improved team efficiency and knowledge.
Advanced time-series analytics allowed ongoing measurement of performance and impact.
Streamlined analysis paved the way for future AI-driven automation.
"iCXeed's deep understanding of what AI could achieve with this amount of data was where the solution truly became game-changing. iCXeed's vision of enabling more complex questions and positioning the AI as both a data and business analyst capable of providing business cases, training recommendations, and self-service improvements was ahead of its time. How could we not invest in this!"
