Custom Contact Control Panel (CCP)
Developed a custom CCP for Amazon Connect to streamline customer support operations.
Angular
AWS Lambda
Node.js
Python
DynamoDB
S3
QuickSight
Problem
Default CCP lacked flexibility and slowed down customer support agents.
Solution
Built a custom Angular-based CCP integrated with AWS Lambda and DynamoDB for real-time data sync.
Impact
Reduced response time by 15%, improved agent productivity by 25%, and increased satisfaction by 20%.
Status
In production. Delivered at Petco.