WNS Modernizes Customer Engagement with Amazon Connect

Delivering a cloud-native, AI-powered omnichannel contact center for the travel industry.

Datasleek partnered with Firstsource to transform Telegraph UK’s legacy subscriber contact center into a modern, AI-powered Amazon Connect platform. By integrating Salesforce, Amazon Q, intelligent routing, and speech analytics, the solution improved customer experience, empowered agents, and created a scalable foundation for future innovation.

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The Challenge

Why WNS Needed to Modernize Its Contact Center

WNS relied on a legacy contact center that struggled to meet the growing expectations of travel agencies and end customers. Disconnected systems, limited reporting, and manual workflows reduced agent productivity and made it difficult to deliver a consistent customer experience across multiple channels.

Challenge Highlights

Our Solution

How Datasleek Transformed WNS Customer Engagement

Datasleek designed and implemented a complete Amazon Connect solution that unified customer communications, streamlined agent workflows, and introduced AI-powered automation. By integrating Amazon Connect with existing business applications and building a custom agent desktop, WNS gained a modern, scalable platform that delivers exceptional customer experiences.

Solution Highlights

Customer Interaction Journey

Step 1

Customer contacts support through Voice or Chat.

Step 2

Amazon Connect intelligently routes the interaction to the most suitable agent.

Step 3

Customer information and interaction history automatically appear on the agent’s desktop.

Step 4

Agents resolve customer requests using integrated business applications from one interface.

Step 5

Interaction data is captured for reporting, analytics, quality monitoring, and continuous improvement.

Features That Enhanced Customer & Agent Experiences

Omnichannel Support

Deliver seamless customer conversations across Voice and Chat from a single cloud platform.

Custom Agent Desktop

Provide agents with one workspace containing customer information, interaction history, and integrated applications.

AI-Powered Routing

Automatically route every interaction to the best-qualified agent using intelligent automation.

Enterprise Integrations

Connect Amazon Connect with CRM systems, databases, APIs, and business applications.

Automated Quality Monitoring

Capture screen recordings and call recordings for compliance, quality assurance, and coaching.

Advanced Reporting & Analytics

Monitor operations with real-time dashboards, historical reports, business KPIs, and performance insights.

Measurable Outcomes Delivered

Increased Agent Productivity

A unified workspace reduced application switching, enabling agents to focus more on customer interactions.

Faster Customer Resolution

AI-powered routing and integrated customer information significantly improved response and resolution times.

Simplified Operations

Connected systems and workflow automation reduced manual effort and operational complexity.

Better Business Visibility

Custom dashboards provided real-time insights into agent performance, queues, and business KPIs.

Improved Quality & Compliance

Amazon Connect provides a scalable foundation for AI, automation, and omnichannel customer engagement.

Future-Ready Platform

A secure, cloud-native architecture allows WNS to easily scale during seasonal travel demand while supporting future innovation.