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Learn how to transform contact center operations in financial services using Amazon Connect through this 46-minute conference talk from AWS re:Invent 2025. Discover how Zepz, the global payments group behind WorldRemit and Sendwave, revolutionized their customer service operations after implementing Amazon Connect in 2021. Explore their journey managing 20 million customer profiles across over 130 countries with 5,000+ money transfer corridors, facilitating more than $16 billion in transfers. Understand the unique challenges of balancing personalization with compliance and security requirements in financial services while delivering superior customer experiences. Examine their impressive results including 30% contact deflection using generative AI, comprehensive analytics across all voice and chat interactions, effective case and ticket management systems, data-driven quality assurance processes, and modernized customer feedback mechanisms. Gain insights into practical strategies for implementing cloud-based contact center solutions that meet the stringent regulatory and security demands of the financial services industry while improving operational efficiency and customer satisfaction.
