Enhanced operational continuity
Strengthened data security and compliance
Improved agent efficiency and experience
Operating in a Highly Regulated HR Environment
Creating a Secure and Compliant Communication Platform
As a global leader in the confectionery and snack industry, our customer supports thousands of employees across multiple locations through their Human Resources (HR) Support Center. Handling sensitive inquiries related to benefits, retirement and life events, the organization requires a secure, compliant communication platform that protects personally identifiable information (PII) and protected health information (PHI).
Facing a rapidly approaching vendor contract expiration, the organization engaged TGS to deliver an Amazon Connect Customer implementation that would enhance security, improve agent efficiency and ensure uninterrupted HR services.
Navigating Legacy Constraints Under a Tight Timeline
Operational Urgency Plus a Secure AWS-Native Solution
Our customer’s HR Support Center relied on a legacy platform that limited flexibility across call routing, recordings and administration. Vendor instability and contract disputes created uncertainty ahead of contract expiration, putting employee support services at critical risk without a modern solution in place.
The risk was compounded by:
- Limited control over sensitive call recordings stored externally
- Inability to fully meet evolving security and compliance requirements
- Disconnected workflows requiring agents to navigate multiple systems
Our customer required a fast, secure and scalable alternative without compromising operational continuity.
Modernizing Voice Operations With Amazon Connect Customer
A Secure, Five-Week Amazon Connect Customer Migration
We delivered a rapid, five-week implementation to migrate the HR Support Center to Amazon Connect Customer within their existing AWS environment. Working against a fixed go-live target, our team executed a structured migration plan designed to minimize risk and ensure success.
Key capabilities included:
- A cloud-native Amazon Connect Customer deployment aligned with AWS Control Tower governance
- A multilingual IVR system supporting English, French and Spanish
- Seamless number porting and traffic cutover to the new platform
This accelerated approach enabled our customer to transition operations without disruption while setting the stage for future innovation.
accelerated deployment
annual HR support calls enabled
How Amazon Connect Customer and ServiceNow Integration Enhances HR Workflows
Delivering Smarter, Faster HR Contact Center Agent Experiences
As a trusted AWS Premier Tier Services Partner with a robust portfolio of AWS competencies, we leveraged our expertise to streamline operations by integrating Amazon Connect Customer with ServiceNow HR Service Delivery using CTI capabilities.
The integration enabled automatic screen pop of employee information, real-time call logging and case creation, and seamless alignment with existing HR workflows.
We introduced voicemail capture and AI-driven transcription and summarization, reducing the need for manual notetaking and improving agent productivity.
Our team approaches every engagement with a security-first mindset, which was central to the solution design. We ensured:
- All call recordings and sensitive data remained fully under the customer’s control
- Amazon S3 storage with AWS KMS encryption met the stringent requirements for handling PII, PHI and HIPAA-protected data.
- An identity management integration strengthened security, providing centralized authentication and access control across the platform
Interested in a similar solution?
The TEKsystems Global Services implementation team was very organized, engaged and always going the extra mile.”
Manager of HR Support Center
Real-World Results
The Amazon Connect Customer implementation enabled our customer to successfully modernize their HR Support Center, delivering immediate business value while mitigating operational risk.
This engagement resulted in:
- Seamless transition: The organization achieved full operational capability prior to the legacy contract expiration, ensuring uninterrupted HR support services.
- Improved efficiency: AI-powered transcription and integrated workflows reduced manual effort and accelerated response times.
- Enhanced cost alignment: A usage-based pricing model eliminated fixed licensing overhead and improved visibility into operational costs.
- Strengthened security and compliance: Full data ownership and encryption ensured alignment with enterprise compliance requirements.
With a modern, scalable platform in place, our customer is now positioned to expand contact center capabilities and continue evolving their HR service delivery model.
