They needed to abandon the traditional on-premise telephone system to absorb sudden spikes in calls (regulatory or weather changes) without incurring the costs of underutilized lines.
Holaluz's Serverless Contact Center Modernization with Amazon Connect
How Apser transformed Holaluz's customer service through a 100% serverless architecture on AWS, reducing TCO by 40% and automating 24/7 support with conversational AI.
Sector
Green energy / Retail / Electricity supplier.
Scope
Serverless Omnichannel Contact Center (Voice, Chat, WhatsApp and CRM).
AWS Services
Amazon Connect, Amazon Lex, AWS Lambda, Amazon Kinesis, Amazon S3, Amazon QuickSight, AWS CloudFormation.
Architecture
Zoho CRM, CI/CD Pipelines.
AmazonConnect
Agentic AI
Project Highlights
-40% Reduction of the TCO
Complete transition from fixed costs to an elastic pay-as-you-go model on AWS.
24/7 attention with AI
Mass query absorption using conversational AI with Amazon Lex.
Native Integration with Zoho CRM
360° vision, ticket automation and AHT reduction.
Holaluz is the leading green energy technology company in Spain. Experiencing rapid growth in the retail sector, the company needed to evolve its customer service towards a state-of-the-art, highly scalable, and automated infrastructure.
To maintain its standard of excellence in customer relations, Holaluz needed to overcome several critical challenges:
The Contact Center operated independently of its Zoho CRM system , forcing agents to switch screens and hindering the traceability of inquiries.
It was essential to migrate from a fixed cost and hardware investment model to an elastic pay-per-use (OpEx) financial scheme that would optimize the TCO.
They required automation with Artificial Intelligence to resolve low-value queries 24 hours a day, freeing agents from manual workload.
The Architectural Solution of apser
apser designed and implemented a 100% serverless, automated, and AI-powered architecture that completely transformed Holaluz's customer service model:
Key Components of the Architecture
Omnichannel Contact Center Core (Amazon Connect)
Replacing traditional telephony with a cloud-native platform to orchestrate voice, chat, and messaging in a single point.
Conversational Automation with AI (Amazon Lex)
Deployment of intelligent chatbots and IVRs for automatic self-service resolution of the most frequent queries.
Serverless integration with Zoho CRM (AWS Lambda)
Execution of Screen Pops (pop-up windows) with real-time customer data for the agent and automatic creation of tickets from calls, chat or WhatsApp.
Data Streaming and Recordings (Amazon Kinesis + S3)
Real-time capture of contact records (CTR) and events, with secure and governable storage of recordings on Amazon S3.
Operational Analytics and Dashboards (Amazon QuickSight)
Real-time dashboards and key indicators for supervisors to instantly optimize service quality.
Infrastructure as Code (AWS CloudFormation)
Automated deployment using CI/CD pipelines to ensure a reproducible and secure environment.
Impact Results and Business Benefits
Thanks to the solution implemented by apser, Holaluz achieved all the strategic objectives set for the platform:
40% reduction in TCO
The move to Amazon Connect's pay-per-use model allowed Holaluz to drastically cut its infrastructure costs.
24/7 Automated Support
Amazon Lex's conversational AI absorbed a high volume of routine traffic without increasing the operational staff.
Reduction of AHT (Mean Time To Up)
Seamless integration with Zoho CRM provided agents with immediate context, eliminating information silos and accelerating resolutions.
Elastic and Immediate Scalability
Ability to scale seamlessly from tens to hundreds of concurrent calls during billing peaks or market changes.
Real-Time Operational Control
Constant visibility of performance through the integration of Kinesis, QuickSight, and CloudWatch.
Apser improves its expertise
Lessons Learned from Cloud Architecture
Why become an Amazon Connect Partner
apser is the AWS Advanced Consulting Partner specialized in private companies, public sector, ISVs and non-profit organizations.
The apser team provides a customized, agile and understandable approach that contributes to the widespread adoption of the cloud paradigm.
In 2018 we began our experience with AWS and, since then, we have not stopped incorporating knowledge and experience, a fact that drives us to improve the efficiency of our clients' platforms.
Our team operates through two business units: Cloud Solutions (as a managed services provider) and Cloud Professional Services (as consultants).
Do you want to optimize your Contact Center operations with Amazon Connect?
We design, migrate and integrate serverless cloud infrastructures tailored to your business needs.
info@apser.es
902 02 62 13
Monday to Friday from 09h to 18h
Service center
Coso Street, 46 1st Floor 50004 Zaragoza
