Telegraph Modernizes Subscriber Customer Service with Amazon Connect

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 Telegraph needed to modernize its subscriber contact center

Telegraph’s subscriber support team relied on an aging contact center that made it difficult for agents to deliver fast, personalized service. Customer information was scattered across multiple systems, manual workflows increased handling times, and limited reporting reduced operational visibility. The business required a cloud-native platform capable of supporting future AI-driven customer engagement.

Challenge Highlights

Our Solution

How Datasleek modernized Telegraph's customer engagement platform

Datasleek designed and implemented a cloud-native Amazon Connect solution that unified customer interactions, Salesforce data, and AI-powered agent assistance into a single workspace. The new platform enables faster issue resolution, intelligent call routing, speech analytics, and comprehensive operational reporting.

Solution Highlights

A seamless customer engagement journey

Step 1

Subscriber contacts support: Customers connect through Voice, Chat, or Email.

Step 2

Amazon Connect intelligently routes the interaction : The platform uses IVR and skills-based routing to connect subscribers with the most suitable agent.

Step 3

Salesforce automatically provides customer context : Subscriber details, previous interactions, and account information appear instantly within the agent workspace.

Step 4

Amazon Q assists the agent in real time : AI recommends relevant knowledge articles, next best actions, and contextual guidance throughout the conversation.

Step 5

Faster issue resolution with complete visibility : Customer issues are resolved more efficiently while managers gain real-time operational insights through dashboards and analytics.

Features that transformed customer and agent experiences

Unified Agent Workspace

Manage customer interactions from one centralized interface without switching between applications.

Salesforce Integration

Automatically display subscriber information, interaction history, and customer context during every conversation.

Amazon Q Agent Assist

Provide agents with AI-powered recommendations, knowledge suggestions, and contextual guidance in real time.

Intelligent Call Routing

Route subscribers to the best-qualified agents using intelligent IVR and skills-based routing.

Speech Analytics

Automatically analyze conversations to identify customer sentiment, compliance, and service improvement opportunities.

Real-Time Reporting

Gain complete visibility into customer journeys, agent performance, operational KPIs, and service quality.

Business outcomes achieved after modernization

Improved Customer Experience

Subscribers receive faster, more personalized support through intelligent routing and AI-assisted service.

Increased Agent Productivity

A unified workspace and real-time customer context reduce manual effort and improve efficiency.

Lower Average Handle Time

Automatic screen pop and AI recommendations help agents resolve issues more quickly.

Better Operational Visibility

Custom dashboards provide managers with actionable insights into performance, customer sentiment, and service quality.

Future-Ready Cloud Platform

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