Case Study
Rapid build
strategic contact centre mobilisation
100%
operational readiness for national programme launch
AI
optimised self serve and multi-channel CX
The Challenge
The organisation had to build a national service from scratch, with no legacy infrastructure and strict timelines.
- Rapid Launch: Establish a customer experience operation before the national programme go-live.
- Behavioural Change: Educate millions of consumers and stakeholders to adopt circular economy practices.
- Compliance & Risk: Manage high interaction volumes while maintaining strict regulatory and operational standards.
Impact
- Rapid Deployment: Launched a national CX service in just three weeks.
- Accelerated Training: Reduced agent training from weeks to days using AI-assisted support.
- Operational Excellence: Delivered a scalable, insight-driven CX model supporting high-quality recycling and long-term sustainability goals.
Our Approach
We acted as a Strategic Technology Partner, creating a digital-first CX operating model. Using cloud-native architecture and Generative AI, we prioritised speed, scalability, and operational resilience.
What We Delivered
- Omnichannel Cloud Platform: Implemented Amazon Connect for 24/7 digital support through AI and social channels.
- Generative AI Enablement: Deployed Amazon Q, enabling agents with real-time knowledge and natural language responses.
- Real Time Intelligence: Built BI dashboards to monitor performance and scale operations during peak demand.
- Field Insights: Captured feedback from retailers and consumers to improve programme performance.
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Get in touchImpact
- Rapid Deployment: Launched a national CX service in just three weeks.
- Accelerated Training: Reduced agent training from weeks to days using AI-assisted support.
- Operational Excellence: Delivered a scalable, insight-driven CX model supporting high-quality recycling and long-term sustainability goals.
