A contact-center migration can lower platform cost and improve routing, but it will not automatically fix fragmented ownership, disconnected agent workflows, inconsistent knowledge, weak quality loops, or unclear reporting.
This case study starts with a growing support organization handling technical support, billing, retention, and escalations across voice, chat, email, and asynchronous case work. Critical evidence exists, but it is distributed across multiple systems.
I compare two viable Amazon Connect operating models: Amazon Connect Agent Workspace as the primary environment, or Salesforce Service Console as the primary environment. The right choice depends on workflow ownership, CRM depth, customization, administration, speed, and long-term responsibility.
The recommended model connects channels, routing, customer identity, case ownership, knowledge, agent assistance, quality, workforce management, reporting, and coaching. Salesforce remains the source of truth for customer and case records.
Implementation is phased across discovery, foundation, integration, pilot, launch, and stabilization. Security, identity, logging, retention, permissions, change control, and measurable success criteria are designed into the operating model.
The cost calculator models volume, handling time, staffing, platform cost, implementation effort, and potential savings. These figures are planning inputs, not guaranteed outcomes. The purpose is to make tradeoffs visible before a production commitment.
This conceptual engagement demonstrates how I connect support operations, cloud architecture, Salesforce data, knowledge, quality, coaching, implementation, security, and financial reasoning. The goal is a support system people can operate, improve, and trust.