The Customer
Group 1001 is a diversified financial services collective that empowers companies and individuals to achieve positive growth. With more than 1,500 employees and $68.5 billion in assets under management (as ofMarch 31, 2025), the company manages over 496,000 active annuity contracts and life insurance policies. Its portfolio includes well-known brands such as Delaware Life, Gainbridge®, Clear Spring Life and Annuity Company, Clear Spring Property and Casualty Group, Clear Spring Health, and RVI Group.
The Challenge
G1001 was facing an impending renewal deadline, Group 1001 moved from a legacy Cisco contact center environment to Amazon Connect to avoid costly lock-in, reduce infrastructure complexity, and leverage new functionality—such as AI-driven self-service, real-time analytics, and flexible scalability—while modernizing customer experience and ensuring long-term cost efficiency.
The Solution
CloudHesive supported Group 1001 in modernizing its contact center by migrating from a legacy Cisco environment to Amazon Connect. The project helped avoid costly lock-in, simpli fy infrast ructure, and unlock new capabilities such as AI-driven sel f-service, real-time analytics, and flexible scalability—all while improving customer exper ience and ensuring long-term cost efficiency. The solution included:
Custom design and architecture: Conducted a full requirements assessment and designed call routing and contact flows in Amazon Connect following AWS and CloudHesive best practices.
AWS implementation: Configured Amazon Connect instances, omnichannel integrations (voice, chat, email), SSO authentication, security profiles, contact flows, queues, IVR menus, voicemail, and courtesy callback.
Automation and resilience: Deployed infrastructure using Terraform (infrastructure as code) to ensure consistency, scalability, and simplified maintenance.
Testing and initial support: Delivered user acceptance testing and hypercare support to guarantee stability and adoption of the new system.
Training and documentation: Provided comprehensive documentation along with training mater ials and sessions for G1001’s team.
Through this migration, G1001 successfully modernized its customer exper ience, achieved greater flexibility, and secured long-term cost efficiency.
The Results
The client’s executive stakeholders expressed great appreciation for the speed of delivery and the team’s ability to overcome access and security hurdles within their organization.
Cloudhesive´s Technologys
Terraform
Cloudformation
AzureDevOps
Secrets Manager
DynamoDB
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