Executive Summary

Data Orbitz, an intelligent managed cloud service provider, partnered with ITTStar for AI contact center automation servicesto modernize its customer support operations. By leveraging Amazon Connect, Amazon Comprehend, Amazon Transcribe, chatbots, and machine learning, ITTStar built an intelligent contact center platform that enabled self-service, real-time call analytics, agent assistance, and enhanced customer engagement while improving operational efficiency.

The customer wanted to modernize its support operations through Amazon Connect implementation services that could deliver self-service capabilities, live-call analytics, post-call analytics, multilingual communication, and AI-powered agent assistance. ITTStar designed a scalable AWS-based contact center solution that improved customer interactions while reducing manual effort.

Partner Solution (For Class)

To help implement this innovation, the customer engaged with ITTStar who built an AI solution using AWS. This solution enabled customers to transcribe, translate and analyze each customer interaction using Amazon Connect. It helped provide customer insights in real time, and helped agents and supervisors better understand and respond to or resolve customer queries, thus improving the overall customer experience.

Partner Solution (For Chat)

ITTStar developed an end-to-end AI-powered customer experience analyticssolution using Amazon Transcribe, AWS Lambda, Amazon S3, CloudWatch, Amazon Comprehend, and Amazon QuickSight. The platform automated conversation analysis, performed sentiment detection, generated actionable business insights, and enabled real-time reporting to improve customer satisfaction and operational performance.

Why AWS?

Intelligent customer service automation on AWS combines Amazon Connect, Amazon Lex, Amazon Comprehend, and Amazon Transcribe to automate customer interactions, analyze conversations in real time, identify customer sentiment, and generate actionable insights. These AWS AI services help organizations improve customer satisfaction, reduce response times, and optimize contact center operations.

Why customer chose the partner?

To solve this business challenge, ITTStar engaged with the customer on a discovery workshop to understand the pain points, challenges and objectives. After getting an understanding of the requirement, ITTStar devised an ML solution and walked the customer through the entire process of end-to-end implementation. The client envisioned many perks of the solution proposed and availed the partner support for implementing AWS CCI solutions as proposed by ITTStar.

Impact & Results

  • Delivered quality actionable insights and sentiment analysis on every customer interactions
  • Reduced human effort by automating the customer supporting flow
  • Boost employee satisfaction as agents could focus on more complex customer inquiries such as those requiring empathy
  • Enables Rapid Response for customers boosting loyalty and retention

About customer 

Data Orbitz is leader in Managed Services who provides end-to-end managed services on any cloud platform. Their working mantra is to simplify any customer’s cloud complexity. They focus on delivering value to customers by defining clear, cost-effective cloud management strategies and help build flexible, scalable cloud ecosystem tailored to needs.

Customer Testimonial 

“ITTStar is one of the best partners we have worked with. Exceptional customer service and a technically proficient team make ITTStar stand apart. Their understanding of AWS services is top-notch, and the way they incorporate the latest offerings is admirable. Building a unique solution with a skilled team like that, we felt very confident ongoing live with our solution in the market.”


Santhi Annavajjala, co-founder and President, Data Orbitz 

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