How a Media & Broadband Provider Saw a 30% Reduction in Monthly Cost with AWS

A customer calls in about a service outage, then follows up by text an hour later, then messages the same issue again on social media. Three channels, three disconnected records, and an agent who has no way of knowing this is all the same conversation. Meanwhile, the legacy contact center system is ten IVR options deep, does not support the caller, and gives the agent no real-time help once the call finally connects.

This is the day-to-day reality for many media and broadband providers running on aging, on-prem contact center infrastructure: 

• Channels that don't talk to each other
• Routing that isn't actually intelligent
• Zero visibility into what's happening on a call while it's happening 

What changed

A regional media and broadband service provider set out to leave its legacy contact center behind entirely. Partnering with NeuraFlash, the company migrated to Amazon Connect and rebuilt its customer engagement stack around intelligent routing, omnichannel support, and AI-driven insight instead of patching the old system one more time.

The old setup only handled one channel at a time and was a pain to maintain. Now voice, chat, SMS, email, and social all run through one platform, routed by the same intelligent IVR. Amazon Q in Connect gives agents real-time, AI-generated guidance mid-conversation, while Amazon Contact Center Conversational Analytics (formerly Contact Lens) surfaces analytics on every interaction instead of leaving quality and sentiment as a guessing game. Payment Card Industry (PCI) compliant payments and outbound automation were built into the platform natively, rather than handled through a separate, disconnected tool.

Here's what this solution unlocked:

• 30% reduction in monthly cost, by consolidating legacy infrastructure into a single AWS-native platform
• Faster answers through intelligent IVR, cutting the steps that used to frustrate callers before they ever reached an agent
• True omnichannel support across voice, chat, SMS, email, and social 
• More accurate, personalized, and efficient service, powered by Amazon Q in Connect's real-time agent assistance and Contact Center Conversational Analytics interactions
• PCI-compliant payments built in, removing a manual step from the customer experience

It doesn't stop there

Go-live isn’t the finish line. The AI-driven insights from Amazon Contact Center Conversational Analytics and real-time assistance from Amazon Q in Connect give this provider a foundation that keeps improving. It's the same pattern NeuraFlash brings to telecom, media, entertainment, gaming, and sports organizations across the board: 

• Consolidate the sprawl of disconnected channels and legacy tools
• Make routing and self-service actually intelligent
• Build in the analytics and AI that turn every customer interaction into a better one

We don't build it and walk away. We stay in it with customers, continuously optimizing as needs evolve and the technology moves forward.

Ready to see what this could look like for your organization? Book a discovery call with us today.

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