For a global digital payments leader, every service call about a failed transaction, account access issue or merchant dispute is a moment where speed, context and consistency directly influence confidence, repeat usage and long-term customer value.
As the business scaled across markets, the client’s contact center organization was increasingly weighed down by the administration required to keep operations running. Routine but business-critical activities such as agent onboarding and offboarding, profile updates, queue changes, routing modifications, permission changes, reporting reconciliation and Moves, Adds, Changes and Deletions (MACD) depended heavily on manual effort. Instead of being simple operational updates, these tasks consumed significant capacity across support, operations and technology teams.
The administrative burden was amplified by a fragmented technology estate spread across multiple legacy platforms, including Avaya and Genesys. Business logic lived in different systems, routing rules were configured and maintained in multiple places and service workflows varied by region. Every operational change required teams to coordinate across platforms, validate updates manually and manage exceptions through handoffs and workarounds. At scale, this made the contact center harder to govern, slower to adapt and more expensive to operate.
This fragmentation also flowed directly into the customer and agent experience. Call handling and routing required manual intervention, increasing the risk of transfers, delays and inconsistent responses. Agents had to move between applications to understand the customer context, while operations teams lacked a single, real-time view of service performance. For a digital payments business, this created a compounding challenge: the more transaction volumes grew, the more administrative effort was needed to maintain service quality, making it harder to protect customer trust, improve retention and support growth without increasing cost-to-serve.
The central question for the client was therefore not simply how to modernize its contact center. It was how to build a foundation that could absorb scale, automate administrative work, standardize service logic and create a stronger contact center organization for both customers and agents.
The Cloud Shift: From Manual Fixes to Managed Flow
Persistent partnered with the client to re-architect the contact center on a scalable, cloud-native Contact Center as a Service (CCaaS) platform powered by Amazon Connect and integrated with Salesforce. Amazon Connect became the core engagement layer for cloud-based voice, routing and contact flow orchestration, helping the client move away from fragmented legacy infrastructure toward a unified service environment where routing, agent workflows, monitoring and administrative processes could be managed with greater consistency.
To improve the agent experience, Persistent introduced a custom Contact Control Panel (CCP) widget using the Salesforce CTI Adapter. This embedded call controls, screen-pop capabilities, click-to-call, call summaries, dispositions and customer context directly into Salesforce, giving agents a unified desktop experience. By reducing tool switching and surfacing interaction context at the point of service, the platform helped agents handle customer conversations with greater speed, accuracy and confidence.
Persistent also used AWS Lambda to automate high-volume administrative workflows, including agent lifecycle management and MACD activities such as onboarding, profile updates, queue changes and routing modifications. This helped convert repetitive manual tasks into repeatable, rules-driven workflows, reducing operational overburden and strengthening governance across a large global support workforce. NICE Workforce Management (WFM) further supported workforce planning and scheduling, helping the contact center align agent capacity with service demand more effectively.
To improve resilience and operational control, Persistent implemented AWS CloudWatch-based monitoring and alerting across the cloud-native environment. This gave operations teams better visibility into platform performance, enabled faster issue detection and response and reduced dependence on reactive troubleshooting. A phased rollout, supported by daily, weekly and monthly governance reviews, helped the client transition with minimal disruption while accelerating adoption through standardized processes, automation and continuous feedback.
Turning Automation into CX Advantage
The cloud-native contact center architecture helped the client move from a high-effort, fragmented operating model to a more automated, scalable and resilient service organization. By automating up to 90% of administrative tasks, including MACD-related activities, the client reduced manual effort and freed operations teams to focus on service quality, agent enablement and continuous improvement rather than routine platform administration.
This also translated into faster operational readiness where agent onboarding, profile updates, queue changes and routing modifications could be executed with less effort and greater consistency, helping the client respond faster to service demand without adding proportional cost.
The unified agent desktop improved call handling by bringing customer context, call controls and interaction workflows into one experience. This reduced tool switching for agents and enabled more confident, contextual conversations, improving the likelihood that customers could be routed to the right support and served more consistently during high-stakes payment interactions.
Real-time monitoring, alerting and reporting strengthened operational visibility, enabling faster issue detection and response. This reduced the risk of prolonged disruption in customer-facing operations, helping protect service reliability at moments when customers expect immediate resolution and reassurance.
Standardized business logic and governance improved service consistency across markets, while the platform consistently met SLA requirements with zero critical security findings. For a digital payments business, this consistency directly supports customer trust: customers and merchants receive a more dependable service experience, regardless of region, channel or support queue.
The cloud-native architecture also created a stronger foundation for future AI-powered CX capabilities. With a more automated, visible and scalable operating model in place, the client is better positioned to improve personalization, accelerate service innovation and support long-term growth through stronger customer retention, lower cost-to-serve and better agent experiences.
