Cloud Contact Centre with Amazon Connect & Service Cloud Voice
Insurance
What They Were Facing
TrueNorth, a multi-line insurance carrier handling 45,000 inbound calls per month, was running a 10-year-old on-premise PBX system that required dedicated hardware, costly maintenance contracts, and a team of three full-time telecom engineers. The system had no integration with Salesforce — agents manually looked up callers, re-entered data, and toggled between five screens per call. Average handle time was 9.2 minutes, first-call resolution was 61%, and the company was paying $380K annually for PBX maintenance alone. Remote work was impossible, limiting hiring to agents near the single office location.
How We Solved It
AQBEE replaced the legacy PBX with Amazon Connect integrated via Service Cloud Voice for a fully cloud-native contact centre. Custom contact flows were designed with intelligent IVR menus that identify callers by phone number or policy number and route to the optimal agent based on skill, line of business, and current workload. Screen pops deliver full policyholder context — including open claims, recent payments, and account alerts — before the agent picks up. Real-time call transcription powered by Amazon Transcribe feeds into Einstein AI for live sentiment analysis and next-best-action suggestions. Post-call automation creates or updates Salesforce cases, logs call recordings, and triggers follow-up workflows. A supervisor dashboard in Tableau provides real-time visibility into queue depth, agent performance, and SLA compliance. The entire system runs on AWS with built-in disaster recovery and the ability to scale from 50 to 500 agents on demand.
The Impact
Screen pops with full customer context and AI-assisted case creation reduced average handle time from 9.2 to 5.8 minutes — a 37% improvement.
Intelligent routing and real-time agent assist improved first-call resolution from 61% to 84%, dramatically reducing repeat calls.
Eliminated on-premise PBX hardware, maintenance contracts, and telecom engineers — reducing annual telephony costs from $380K to $95K.
100% of agents can now work from anywhere with just a browser and internet connection, expanding the hiring radius from one city to nationwide.
“We were terrified of replacing a phone system that handled 45,000 calls a month. AQBEE made it seamless. Within three months, our agents had screen pops, real-time transcription, and AI-suggested responses — things our old system could never do. Our handle time dropped by 37%, we eliminated $285K in annual costs, and our agents can work from home. We should have done this five years ago.”
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