From On-Prem to On-Call:
2
Amazon Connect instances
39
Lambda functions
12
DynamoDB tables
6
Lex V2 bots
Executive Summary
Mission and CDW modernized internal HR and Service Desk support by deploying two independently managed Amazon Connect environments on a shared AWS operational foundation. The solution combines intelligent call routing, callback management, voicemail transcription, ServiceNow CTI integration, real-time Grafana dashboards, and serverless analytics.
The design gives each service function control over its own operations while providing centralized visibility, reusable shared services, and a scalable foundation for continued service improvement.
The Business Challenge
The customer needed to support two distinct internal service organizations with different operational requirements, without creating unnecessary infrastructure complexity or fragmented management. The target operating model required functional independence for HR and Service Desk, together with shared monitoring, analytics, callback, and utility capabilities.
INDEPENDENT CONTROL
Separate routing, queues, hours, access, and administration for HR and Service Desk.
BETTER SERVICE OPTIONS
Reliable routing, callbacks, voicemail, and business-hours-aware experiences.
OPERATIONAL INSIGHT
Real-time queue and agent visibility plus historical analytics for ongoing review.
Project Objectives
Establish dedicated production environments for HR and Service Desk. Automate callback and voicemail processes while improving routing consistency.Connect Service Desk contact activity with ServiceNow interaction workflows.Provide live operational dashboards and an extensible analytics foundation.Use managed, serverless AWS services to reduce infrastructure overhead.
The Solution
Mission and CDW implemented dedicated Amazon Connect production instances for HR and Service Desk. Each function can independently manage contact flows, queues, routing profiles, hours of operation, security profiles, and supporting integrations. Shared services provide common monitoring, callback support, phone-number validation, and operational utilities.
| CAPABILITY | EXECUTIVE VALUE |
| Amazon Connect | Core telephony, IVR, queue management, business-hours routing, callbacks, and agent operations. |
| Amazon Lex V2 | DTMF menu collection, callback phone-number capture, and confirmation steps. |
| AWS Lambda + DynamoDB | Event-driven callback management, notifications, dashboard data, agent state, and operational utilities. |
| VMX3 Voicemail Express | Voicemail recording, Amazon Transcribe processing, Amazon S3 storage, and email delivery. |
| ServiceNow CTI | Contact tracking and interaction workflow integration for Service Desk operations. |
| Grafana + AWS analytics | Real-time dashboards with a Kinesis, S3, Glue, and Athena foundation for historical analysis. |
Security and Governance
The solution applies SAML-based authentication through Microsoft Entra ID, role-based access for administrators and agents, function-specific security profiles, encrypted storage for recordings and transcripts, and secure configuration storage through AWS Systems Manager Parameter Store and AWS Secrets Manager. Dedicated IAM roles support scoped access for services and integrations.
Business and Operational Results
The completed solution established two production contact center environments supported by shared monitoring, callback, voicemail, and analytics services. Operational teams can view queue activity, agent status, contact volumes, callback activity, answer-speed trends, and IVR outcomes through Amazon Managed Grafana dashboards.
Outcome Highlights
More service options: Callbacks, voicemail, and business-hours-aware routing provide multiple paths for employees seeking assistance.
Greater operational visibility: Supervisors can monitor current queue and agent activity while reviewing answer-speed and IVR trends.
Connected Service Desk workflows: Amazon Connect contacts are linked with ServiceNow interaction records for contact tracking and workflow support.
Continuous improvement foundation: The HR environment captures post-call survey data for satisfaction, first-call resolution, courtesy, knowledge, and ease-of-service measures.
Solution at a Glance
| 2 production Amazon Connect instances | 5 provisioned DID phone numbers | 5 Kinesis data streams |
| 1 Amazon Managed Grafana workspace | 2 ServiceNow CTI integration paths | 1 HR post-call survey dashboard |
A Foundation for Continued Modernization
Mission and CDW delivered a cloud-native contact center platform that balances independent operational control with a shared AWS foundation. HR and Service Desk can manage distinct routing and support experiences while drawing on common callback, voicemail, monitoring, and analytics capabilities.
The architecture supports current production operations and creates a practical foundation for future service enhancements, expanded analytics, and continued digital modernization.
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OPERATE INDEPENDENTLY Dedicated HR and Service Desk environments preserve functional control and role-aligned administration. |
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SEE OPERATIONS CLEARLY Real-time dashboards surface call volume, queues, agent activity, callbacks, and routing outcomes. |
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IMPROVE CONTINUOUSLY Historical analytics and HR post-call survey data provide a basis for informed service improvements. |