Leading home furnishings retailer migrates customer care and online sales operations to Amazon Connect with CloudHesive and ConnectPath CX powered by Amazon Connect
FORT LAUDERDALE, Fla. — 2026 — CloudHesive, an AWS Premier Partner, announced the successful production deployment of Amazon Connect for CITY Furniture, one of the leading home furnishings retailers in the Southeastern United States.
The deployment marks a major milestone in CITY Furniture’s contact center modernization initiative, moving Customer Care and Online Sales operations from a legacy environment based on NICE and LivePerson to a unified, cloud-based customer experience platform on AWS.
Working closely with CITY Furniture and AWS, CloudHesive designed and implemented the new environment using ConnectPath CX powered by Amazon Connect, CloudHesive’s AI-native contact center and customer experience solution.
The first production phase went live on April 30, 2026, supporting 248 active agents as well as supervisors and quality assurance and command center teams. Additional business units were incorporated through a phased deployment approach designed to reduce migration risk while enabling the organization to progressively expand the platform.
Building an AI-Enabled Contact Center Foundation
Rather than treating artificial intelligence as a later enhancement, CITY Furniture’s new contact center environment was designed with AI capabilities integrated from the beginning.
The solution brings together Amazon Connect and AWS services to support voice engagement, AI-empowered agent assist, conversation analytics, workforce management, quality assurance, reporting, and customer context within a unified environment.
Key capabilities deployed include:
- Amazon Connect for inbound and outbound voice interactions, contact flows, and intelligent queue routing.
- ConnectPath CX powered by Amazon Connect for agent operations and contact center platform management.
- Amazon Q in Connect to provide AI-powered assistance and contextual guidance to agents.
- Amazon Connect Contact Lens for conversation analytics, sentiment analysis, and contact summarization.
- Amazon Lex to support conversational AI capabilities and automated customer interactions.
- Workforce management and quality management capabilities to support workforce planning, performance, and quality operations.
- Amazon QuickSight reporting and analytics to provide greater visibility into contact center operations.
- UKG integration to automate workforce data exchanges.
- CRM integration framework designed to provide agents with relevant customer context during interactions.
Simplifying a Complex Contact Center Environment
The project required coordination across multiple technologies and business processes, including workforce management, CRM, reporting, conversational AI, and dispatch-related workflows.
CloudHesive worked with CITY Furniture and AWS through a structured delivery model that combined technical implementation with regular program governance and phased validation.
By consolidating capabilities that previously relied on multiple platforms, the new architecture gives CITY Furniture a more scalable foundation for customer engagement while creating additional opportunities to introduce AI-powered automation and richer customer context over time.
The phased rollout also allowed teams to validate production performance before expanding the platform to additional areas of the organization.
Designed for Continued Innovation
With its new Amazon Connect environment in production, CITY Furniture now has a cloud-based foundation designed to support continued evolution of its customer experience operations.
Future capabilities being evaluated include expanded conversational AI, additional contextual integrations, and AI-driven experiences that can use customer and interaction data to provide more relevant assistance to both customers and agents.
The project demonstrates how retailers can move beyond traditional contact center infrastructure and establish an AI-ready customer experience platform capable of evolving alongside changing customer expectations and business requirements.
For CloudHesive, the deployment also reflects the company’s continued work helping organizations modernize customer engagement using Amazon Connect and AWS.
About CITY Furniture
CITY Furniture is a South Florida-based home furnishings retailer serving customers through more than 40 showrooms across the Southeastern United States. The company provides furniture, mattresses, home décor, and related products through its retail locations and digital channels.