Tune Talk Modernizes Its Contact Center with Amazon Connect

Tune Talk partnered with Datasleek to modernize its 100-agent contact center by migrating from Nubitel to Amazon Connect. The solution introduced AI-powered agent assistance, intelligent call routing, integrated case management, and real-time reporting—creating a scalable, cloud-native platform that enhances both customer and agent experiences.

Download Case Study

The Challenge

Why Tune Talk Needed to Modernize Its Contact Center

As Tune Talk continued to grow, its legacy Nubitel contact center struggled to keep up with evolving customer expectations. The business required a modern cloud platform that could streamline operations, improve agent productivity, enhance reporting, and introduce AI capabilities—all while ensuring a seamless migration with minimal disruption.

Challenge Highlights

Our Solution

How Datasleek Transformed Tune Talk's Customer Service Platform

Datasleek delivered a fully customized Amazon Connect solution tailored to Tune Talk’s operational requirements. The implementation included a seamless migration, intelligent IVR, AI-powered agent assistance using Amazon Q, integrated case management, backend integrations, and advanced reporting dashboards—providing a future-ready customer engagement platform.

Solution Highlights

A Simple Journey from Customer Call to Resolution

Step 1

Customer Contacts Support : Customers reach Tune Talk through the Amazon Connect contact center.

Step 2

Smart IVR Guides the Customer : The intelligent IVR identifies customer needs and routes calls efficiently.

Step 3

Call Routed to the Best Agent : Advanced routing automatically connects customers with the most suitable support agent.

Step 4

AI Assists the Agent : Amazon Q provides real-time knowledge, customer context, and recommendations to help agents resolve issues faster.

Step 5

Issue Resolved & Performance Tracked : Customer cases are managed efficiently while dashboards provide real-time operational insights and reporting.

Powerful Features That Improved Customer and Agent Experiences

AI-Powered Agent Assistance

Amazon Q provides contextual knowledge and recommendations, helping agents respond faster and more accurately.

Intelligent IVR

Automated voice menus guide customers to the right department, reducing wait times and improving call handling.

Smart Call Routing

Calls are intelligently distributed to the most qualified agents, minimizing transfers and enhancing customer satisfaction.

Integrated Case Management

Agents can create, manage, and track customer cases from a centralized interface, ensuring faster issue resolution.

Custom Contact Workflows

Business-specific workflows streamline operations while supporting future scalability and process improvements.

Real-Time Reporting

Custom dashboards provide visibility into customer interactions, agent performance, queue metrics, and operational KPIs.

Business Outcomes That Delivered Long-Term Value

Seamless Migration

Successfully migrated a 100-agent contact center from Nubitel to Amazon Connect with minimal business disruption.

Increased Agent Productivity

AI-powered assistance and optimized workflows enabled agents to resolve customer issues faster.

Better Customer Experience

Intelligent routing and modern IVR significantly improved customer interactions and reduced unnecessary transfers.

Faster Issue Resolution

Integrated case management streamlined follow-ups and improved service consistency.

Real-Time Business Visibility

Operational dashboards provided actionable insights into contact center performance and customer engagement.

Future-Ready Platform

A secure, scalable AWS-native contact center built to support future business growth and innovation.