We help regulated organisations assess Amazon Connect in a controlled, low-risk way before committing to change.
Our rapid PoC sprint is a fixed-scope, 4–6 week proof of concept. We configure Amazon Connect for your use cases, focusing on one queue, one channel, and one integration to keep delivery targeted and measurable.
We move beyond theory and demos. We deploy a live, production-like capability with voice or chat, CRM integration, and identity verification where needed.
We build in security, privacy, and audit logging from the start. This means you can assess performance, compliance, and operational fit with confidence, supported by a quantified business case.
What you get from the Proof of Concept (PoC) sprint
In 4-6 weeks, you gain a working capability and clear evidence of value including:
- A live queue in a production-like environment
- Routing and contact flows for voice or chat
- CRM integration for lookup, case creation, or identity verification
- Baseline security, privacy, and audit logging
- Real-time and historical performance dashboards
- A quantified business case with measurable outcomes
You also get an operating model which allows you to scale into delivery without rework.
When to use this approach
We understand the need to see clear evidence of impact before committing to migration.
This sprint is designed for regulated contact centre environments where risk, compliance and delivery certainty matter.
It is ideal when:
- Your legacy contact centre is difficult or high risk to change
- You need to prove Amazon Connect in your environment before scaling
- Customer demand is outpacing your current channels or agent capability
- Leadership requires a clear business case and decision point
- Risk and compliance teams need auditability from the start
How the Amazon Connect PoC sprint works
We run a focused, outcome-led sprint with clear scope and success metrics agreed upfront.
We deliver a controlled implementation of Amazon Connect, scoped to one queue, one channel, and one integration. This keeps delivery targeted, measurable, and low risk.
Weeks 1-2:
Design and Configure
Weeks 3-4:
Integrate and test
Weeks 5-6:
Validate and report
Optional add-on: Amazon Q in Connect for agent assist using a curated knowledge base.
We bring proven experience delivering Amazon Connect in regulated environments. We build in privacy, security, and audit logging from day one as part of the core implementation. This reduces risk and supports faster approval.
We work with you to define clear success metrics and test them in a controlled, live environment leaving you with a working Amazon Connect capability, evidence of operational impact and a quantified business case for leadership.
- How long does an Amazon Connect implementation or PoC take?
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The Rapid PoC Sprint runs 4–6 weeks end-to-end: design and configure in weeks 1–2, integrate and test in weeks 3–4, validate and report in weeks 5–6. A full production rollout typically follows in three to six months, depending on the number of queues, integrations, and migration complexity.
- Can we migrate from Genesys, Avaya, Cisco, NICE, or Five9 to Amazon Connect?
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Yes. The Rapid PoC Sprint is the controlled first step in a cloud contact centre migration from legacy platforms like Genesys, Avaya, Cisco, NICE CXone, or Five9. We prove one queue, one channel, and one integration in production-like conditions before any commitment to full cutover, so risk and cost are bounded.
- Is Amazon Connect suitable for regulated industries in Australia (APRA, IRAP, Essential 8)?
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Yes. Amazon Connect runs in the AWS Sydney region with Australian data residency, and supports controls aligned to APRA CPS 234, the ISM, Essential 8, and PCI DSS. CGI builds baseline security, privacy, and audit logging into the PoC from day one so risk and compliance teams have evidence before go-live.
- Which channels does Amazon Connect support - voice, chat, SMS, WhatsApp, and email?
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Amazon Connect is omnichannel: voice, web and mobile chat, SMS, email, tasks, WhatsApp Business, and Apple Messages for Business - all on one platform with shared routing, reporting, and agent workspace. The PoC scopes one channel to keep the 4–6 week timeline tight, with others added during rollout.
- Can Amazon Connect integrate with Salesforce, Dynamics 365, or ServiceNow?
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Yes. Amazon Connect has pre-built integrations for Salesforce Service Cloud, Microsoft Dynamics 365, and ServiceNow, plus open APIs for custom CRM, case, and ticketing tools. The Rapid PoC Sprint includes one CRM lookup, case-creation, or identity verification integration to prove the agent desktop experience end-to-end.
- What is Amazon Q in Connect and can we include it in the PoC?
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Amazon Q in Connect is the generative AI agent assist built into Amazon Connect. It surfaces answers and next-best actions from your knowledge base in real time during a customer interaction. CGI offers it as an optional PoC add-on on a single curated knowledge base, so you can validate GenAI value alongside the core capability.
- Is this a production-ready Amazon Connect capability or just a demo?
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Production-like, not a demo. The PoC delivers a live queue with real routing, a real integration, and real security and audit controls running on AWS Sydney. If the go/no-go is positive, the same build scales into full rollout without rework — there is no throwaway prototype.