With Customer Link and Scale by its side.
N-Allo (ENGIE) is a Belgian customer experience and contact center specialist, handling inbound and outbound interactions on behalf of a wide range of end clients. To modernize its foundation, N-Allo set out on a large-scale migration: moving its contact centers from Genesys to Amazon Connect Customer, while in parallel shifting its data lake from Azure to AWS. The first end client to go live became the proving ground for the entire approach. And today, that first wave is fully live.
A migration of this scope isn't just a technical switch. It touches telephony, routing, data, integrations and agent experience all at once. N-Allo needed a partner who could translate that complexity into a solid, workable foundation and who could bring the right expertise to the table for every part of it.
A design phase built to get it right the first time
Rather than rushing into configuration, Customer Link structured the project as a dedicated design phase: a sequence of focused workshops, each building on the last, with preparatory questionnaires completed by N-Allo in advance so every session had a running start.
The design phase was built in three layers:
- A high-level workshop to align on processes, scope, phasing and planning.
- A series of functional workshops covering call flows and tasks, agent experience and routing, and the underlying task, case and routing logic.
- An architecture workshop to define and validate the target Amazon Connect Customer architecture within AWS.
The result was a blueprint N-Allo could actually build from: every functional, operational and architectural requirement for the go-live was captured, discussed and validated before a single line of configuration was written.
Valuable collaboration with Scale
Together with Scale, our wider AWS group, we focused on much more than Amazon Connect Customer alone. AWS architecture, the data lake migration, integration, and AWS platform design all had a dedicated specialist at the table.
Coordination ran through Customer Link, so the workshops followed a single coherent thread and knowledge flowed openly between partners. For N-Allo, that meant no patchwork of vendors, but one aligned team with senior, relevant expertise per topic, without an oversized project.
From blueprint to a live contact center
With the design validated, the team moved into implementation, translating the blueprint into a working Amazon Connect Customer environment. What's now live goes well beyond a basic voice setup:
- Full voice channel coverage, inbound, outbound and callback, alongside task management, with dynamic routing criteria and Data Table-driven routing decisions.
- Isolated routing profiles per channel (voice, callback, standard), so the teams work within a structure tailored to how they actually operate.
- A custom agent workspace (custom CCP) replacing the native Amazon Connect Customer interface, with structured cold, warm and consult transfers, mandatory after-call work dispositions, and a dedicated task contact UI.
- A dedicated post-call survey flow, a feature the team surfaced and built specifically for the company.
- A full data backbone: contact trace records and agent events streamed to Kinesis, call recordings and transcripts stored in S3, and Lambda-driven logic throughout the contact flows.
- Twenty security profiles, including roles built specifically for the team structure and for N-Allo's internal operations.
None of this was configured in isolation. Every feature traces back to a requirement surfaced during the design phase, which is exactly why the go-live could move as smoothly as it did.
AI built in from day one
AI wasn’t an afterthought bolted on after go-live, it was part of the design from the start. A deidcated data and AI workshop mapped out which Amazon Connect Customer and AWS AI capabilities actually mater for N-Allo’s operations, sor the roadmap is grounded in real use cases rather than hype.
- Contact Lens conversational analytics turns every voice interaction into structured, searchable insighr without extra manual review
- Custom, branded TTS voices give N-Allo’s automated interactions a consistent, recognizable voice instead of a generic one.
- The AI portfolio workshop also set out where N-Allo can go next. From smarter routing to AI-assisted agent suport.
Results & benefits
- A blueprint ready to build from: every requirement for the first go-live, captured and validated up front.
- A phased path to go-live with reduced risk: with the company scoped in detail, N-Allo now has a proven template to repeat for each subsequent wave.
- A validated target architecture: security, environments, data storage and operations were defined up front, supporting both the Amazon Connect migration and the Azure-to-AWS data lake move.
- The right expertise, applied efficiently: specialist profiles from Scale, brought in per topic, gave N-Allo senior expertise without an oversized team.
- A live, working foundation:now fully live on Amazon Connect, with the architecture in place to support every wave that follows.
Our collaboration
This project reinforces the rol Customer Link has built as an Amazon Connect Service Delivery Partner: the same partnership approach – embedded, hands-one and expert led – that has defined our work for years, now applied to voice and contact center migrations at scale.
By bringing the right profile to the right workshop, and coordinating seamlessly across Scale partners, we gave N-Allo more than a set of documents. We gave them a shared, validated understanding of where they're going and how they'll get there.
Ready to transform your contact center?
As Customer Link continues this journey alongside N-Allo, we remain ready to help other organizations navigate their own Amazon Connect Customer migration: from design, through implementation, to a live, scalable foundation.
Contact our experts and discover what Amazon Connect can do for your business.