Reimagining the client experience in banking
summary
A large US bank migrates its contact centers to a cloud platform, moving roughly 10,000 agents across 50+ lines of business onto Amazon Connect, integrating Salesforce, Verint and Acqueon, and building a virtual agent on Amazon Lex that handles 150+ intents and serves about six million customers. The team uses API Gateway, Lambda, Contact Lens and an Accenture unified agent portal to deploy voice callbacks, messaging, and analytics; cutovers hit near‑parity and containment improves.
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chapters (10)
- 0:00Introduction
- 1:48Defining the challenge
- 7:05Program timeline and growth
- 12:22Key channel capabilities
- 14:17Scaling and deployment
- 18:44Agent experience and feedback
- 21:37Architecture deep dive
- 31:39System integrations
- 36:46Performance and metrics
- 41:50Learnings and best practices
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