Traditional systems required creating duplicate care flows for each new country or service.
Modernizing Wallbox's Global Contact Center with Amazon Connect and Infrastructure as Code
How Apser transformed Wallbox's customer service into a scalable, dynamic, and 100% automated cloud architecture. This enabled them to provide global support to drivers and installers.
Sector
Technology / Smart charging of electric vehicles and energy management
Scope
Omnichannel Global Support (certified drivers and installers)
AWS Services
Amazon Connect, AWS Lambda, Amazon DynamoDB, Amazon Kinesis, Amazon S3, Amazon Polly.
Architecture
Terraform (IaC), Salesforce CRM, SAML SSO (Google Workspace).
AmazonConnect
Agentic AI
Project Highlights
100 % Infrastructure as Code (IAC)
Replicable and automated deployment using Terraform.
Intelligent Routing in Real time
Bidirectional integration with Salesforce for priority attention to key partners.
Decoupling Operational
Change flows, voices, and languages in seconds from DynamoDB without touching code.
Wallbox is a leading technology company specializing in smart charging solutions for electric vehicles. In the midst of international expansion, the company required a multilingual, highly resilient, and scalable customer service infrastructure to provide continuous support to two critical user profiles: EV drivers and certified installers.
To keep pace with this growth, Wallbox needed to overcome significant operational challenges:
They required a fully replicable and consistent infrastructure controlled by code.
In the absence of intelligent routing, it was not possible to identify in real time whether the caller was a certified installer in order to give them priority.
They needed to unify agent access with their corporate provider to eliminate manual credential management.
The Architectural Solution with Amazon Connect
apser designed and implemented a comprehensive solution that transformed Wallbox's contact center into a modern, agile communication platform deployed entirely as code (Infrastructure as Code):
Key Components of the Architecture
Dynamic Data-Driven Architecture (Amazon DynamoDB + Polly)
The logic was decoupled from the operational data flow. Consequently, parameters such as languages, Amazon Polly voices, voice prompts, and calendars are queried in real time in a master table. This allows for business changes without altering the visual design.
Unified Authentication (SAML SSO)
Direct integration of agents with Google Workspace via SAML SSO. Strict access policies are also enforced through AWS IAM.
Priority Routing with Salesforce (AWS Lambda)
Using AWS Lambda serverless functions, the system instantly verifies whether the number belongs to a certified installer. Consequently, the call is prioritized and routed to the appropriate specialist.
Intelligent Data Validation (DTMF + Lambda)
Self-service automation through real-time capture and validation of serial numbers. Therefore, data is verified before being transferred to an agent.
Data Streaming and Traceability (Amazon Kinesis)
Real-time capture of contact records (CTR) and agent events. Furthermore, full traceability is guaranteed for advanced analytics and auditing.
100% Automated Infrastructure (Terraform)
Each resource (queues, schedules, and states) is provisioned and versioned using code. This ensures absolute consistency across environments.
Impact Results and Business Benefits
Thanks to the implementation led by apser, Wallbox now has a Contact Center prepared to support its global growth:
Immediate Operational Agility
The business team can modify languages and calendars instantly. Therefore, no additional technical deployments are required.
Maximum Security and Governance
Complete centralization of user access. Furthermore, regulatory compliance in data transfers is ensured.
Superior Customer Experience (CX)
Elimination of waiting times for strategic partners. Consequently, service is optimized with predictive filtering.
Real-Time Visibility
Complete control and traceability over contact center productivity. Therefore, monitoring is continuous.
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 scale your company's customer service with Amazon Connect?
We design, migrate, and optimize your Contact Center infrastructure with AWS cloud-native technology.
info@apser.es
902 02 62 13
Monday to Friday from 09h to 18h
Service center
Coso Street, 46 1st Floor 50004 Zaragoza
