STARS Labor needed to strengthen its contact center operations to better support customer interactions across fast-paced, shift-based environments. With support from CloudHesive, the company implemented a series of Amazon Connect enhancements that improved case continuity, reduced manual effort, and streamlined day-to-day operations.
STARS Labor is an independent software vendor (ISV) that helps organizations manage labor planning, time tracking, dispatch, and worker attendance across high-volume industries. Its platform is designed for real-time coordination and multi-channel communication, where visibility, responsiveness, and operational efficiency are essential.
The challenge
As its operational needs evolved, STARS Labor required a more advanced Amazon Connect environment to support customer profile management, custom attribute administration, case handling across channels, and workflow automation. The organization also needed custom alerts for missed VIP calls and improved reporting to gain clearer visibility into agent activity and performance.
Without these capabilities, the contact center faced process inefficiencies, limited continuity between customer interactions, and reduced insight into daily operations.
The solution
CloudHesive delivered a set of Amazon Connect enhancements designed to optimize case handling, improve agent workflows, and increase operational visibility. The solution included:
- Automated Slack notifications for 24/7 hotline activity and missed calls
- Flow and AWS Lambda enhancements to associate callbacks and outbound activity with the correct existing cases
- Logic improvements to keep email responses within the same case record
- Updates to customer profile management, including editable custom attributes
- Support for multiple phone numbers within customer profiles
- A custom attribute flag to differentiate email interactions from voice calls
- Case metrics reporting to support ongoing performance monitoring and operational analysis
The results
Following the implementation, STARS Labor improved the efficiency of its case management processes and simplified daily contact center operations. Agents gained better visibility into customer interactions through a single case record, including full continuity of email threads. At the same time, automation reduced repetitive manual tasks and unnecessary clicks, making workflows faster and more practical for the team.
The result was a more efficient operating model, reduced overhead, and a better experience for agents handling customer interactions every day.
Business impact
By optimizing Amazon Connect with targeted automation and customer profile enhancements, STARS Labor was able to:
- Improve case continuity across customer interactions
- Simplify agent workflows
- Reduce operational friction
- Increase visibility into contact center activity
- Support more consistent and efficient case handling
Why CloudHesive
CloudHesive helped STARS Labor enhance its Amazon Connect environment with a practical, operations-focused approach. By aligning automation, case logic, and reporting with the customer’s workflow needs, CloudHesive enabled a more connected and efficient contact center experience.
Looking to optimize Amazon Connect for better case management and workflow automation?
CloudHesive helps organizations improve operational visibility, streamline agent experiences, and build more efficient contact center environments on AWS.
Technologies used
Amazon Connect, Cases, QuickSight, S3, Customer Profiles, Lambda, Route 53, IAM, Athena
Industry
Technology (ISV) – Workforce Management