Building an AI-Powered Omnichannel Contact Center for Smarter Customer Experiences

Modern telecom customers expect to connect through the channel that works best for them, while agents need the right customer context and tools to respond efficiently.

TuneTalk needed to modernize its existing NubiTel contact center and bring its customer interactions together within a unified cloud-based platform.

The goal was clear:

• Unify voice and digital customer interactions
• Support approximately 60 contact center agents
• Enable English, Malay, and Mandarin interactions
• Improve agent productivity and customer context
• Strengthen outbound campaign capabilities
• Introduce AI-assisted agent workflows
• Expand quality management and conversational analytics
• Establish scalable monitoring and operational visibility

DataSleek migrated TuneTalk to an AI-powered omnichannel contact center built on Amazon Connect, bringing voice, email, WhatsApp, live chat, and in-app calling together within a connected customer engagement environment.

The Challenge: Moving from a Traditional Contact Center to Unified Omnichannel Engagement

TuneTalk needed more than a replacement for its existing NubiTel contact center.

The organization wanted to consolidate voice, email, WhatsApp, live chat, and in-app calling while creating a more productive and connected experience for approximately 60 agents.

The new platform needed to support multilingual customer interactions across English, Malay, and Mandarin, while enabling inbound and outbound workflows, high-volume campaigns, and callbacks.

TuneTalk also wanted to improve how agents accessed customer context and received assistance during interactions.

At the operational level, the organization required stronger analytics, quality management, AI-assisted agent capabilities, and scalable monitoring to gain greater visibility into contact center performance.

The Solution: Amazon Connect + AI-Powered Omnichannel Engagement

DataSleek migrated TuneTalk to a modern Amazon Connect environment designed to combine omnichannel engagement, AI-assisted agent experiences, outbound capabilities, analytics, and enterprise integrations.

Here’s how DataSleek built it:

1. Unified Omnichannel Contact Center

DataSleek implemented Amazon Connect as the foundation for TuneTalk’s new customer engagement environment.

The platform brought together:

• Voice
• Email
• WhatsApp
• Live chat
• In-app calling
• Contact flows and intelligent routing
• Outbound campaigns
• Callbacks

This created a unified cloud contact center capable of supporting TuneTalk’s approximately 60 agents across multiple customer communication channels.

2. AI-Assisted Agent Experience

DataSleek incorporated Amazon Q Agent Assist to provide agents with real-time guidance and knowledge assistance during customer interactions.

The solution also leveraged Amazon Connect Customer Profiles and Cases to strengthen the customer context available to agents.

Together, these capabilities created a more connected agent experience, helping agents access relevant information and assistance as they handled customer interactions.

3. Conversational Analytics and Quality Management

DataSleek implemented Amazon Connect Contact Lens to expand TuneTalk’s analytics and quality management capabilities.

Contact Lens provided:

• Sentiment analysis
• Conversational analytics
• Speaker separation
• Post-contact summaries
• Agent evaluation
• Call recording

This gave TuneTalk greater visibility into customer conversations while significantly expanding the organization’s ability to evaluate contact center interactions.

4. Serverless Integration and Interaction Data

DataSleek used AWS Lambda to support business logic and API integrations across the contact center environment.

The supporting architecture incorporated:

• Amazon DynamoDB for operational data
• Amazon Kinesis Data Streams for interaction events
• Amazon S3 for interaction data storage
• Amazon CloudWatch for monitoring and observability

The platform was also integrated with TuneTalk’s CRM and external business APIs, connecting Amazon Connect with the organization’s broader enterprise environment.

5. Secure and Highly Available Architecture

DataSleek integrated federated Active Directory/SAML authentication to support secure access to the contact center environment.

Supporting components were designed across multiple Availability Zones, providing a scalable and highly available foundation for TuneTalk’s customer engagement operations.

The Impact: Measurable Improvements Across Productivity, Outbound Engagement and Quality

The Amazon Connect transformation delivered measurable improvements across TuneTalk’s contact center operations.

Business & Operational Outcomes

• 30% reduction in Average Handle Time
• 90% faster post-call processing
• 25% increase in outbound campaign conversion rates
• QA coverage increased from approximately 1% to 100%
• Unified voice and digital customer engagement
• AI-assisted agent workflows
• Improved customer context
• Conversational analytics
• Automated post-contact capabilities
• Centralized operational visibility

The implementation gave TuneTalk a unified omnichannel environment while introducing AI-powered capabilities that improved agent productivity, outbound engagement, analytics, and quality management.

AI-Powered Customer Engagement, Built for Continued Innovation

By combining Amazon Connect, Amazon Q Agent Assist, Contact Lens, and AWS integration services, DataSleek helped TuneTalk move from its existing contact center to a scalable, AI-powered omnichannel customer engagement platform.

The resulting environment provides TuneTalk with a foundation for continued AI-powered customer experience innovation and contact center modernization, while giving agents the tools, context, and insights needed to deliver more effective customer interactions.