The company
Accenture
accenture.comGlobal professional services for strategy, consulting, technology, and operations.
The story
The Brazilian division of a global professional services firm operated a 24/7 service desk supporting 17,000 employees across Latin America.
Rigid fixed-cost contracts forced the organization to pay for unused capacity during lulls or face slow renegotiations when demand spiked. Overprovisioning on-premises infrastructure for surge capacity inflated costs, while integrating new clients required complex technical configurations.
The team migrated from a hybrid telephony setup to Amazon Connect in under a month, enabling a transition from internal support to a client-facing service model. Amazon Lex and Amazon Polly power multi-lingual chatbots for self-service, while Amazon Comprehend performs sentiment analysis to track operator performance. The platform now functions as a contact center-as-a-service for international clients, scaling resources instantly based on traffic volume.
Scope & timeline
- Migration completed in less than 1 month
- 200+ operators using virtual contact center
Quotes
“We were tied to a rigid, fixed-cost business model with negotiated contracts for our staffing, services, and infrastructure suppliers. If demand fell below average, we would have to pay for services we didn’t need. If we needed to add capacity, we would have to renegotiate contracts with our service providers. It was a very slow and complex process.”