Sold by: Amach
Amach's Aviation AWS Contact Centre takes airlines and airports from assessment to a fully operational contact centre on Amazon Connect Customer, in a single, accountable engagement. This is the full platform, not just a chatbot bolted onto legacy infrastructure: voice, chat, email, agentic self-service, real-time agent assistance, workforce management, and enterprise-grade security and high availability, configured for airline and airport operations including IROPs. Choose pay-as-you-go or Unlimited AI pricing, and every phase, from GAP Analysis through implementation and ongoing support, is delivered and backed by Amach's Professional Services team, with proven Amazon Connect delivery for aviation brands including Aer Lingus and IAG Loyalty.
Overview
Amach Aviation AWS Contact Centre — Assess, Build, and Run AI-Powered Customer Service
Airlines and airports are under real pressure to move past legacy IVR menus and deliver the agentic AI experience passengers already expect elsewhere. Amach's Aviation AWS Contact Centre is a single, accountable engagement that takes you from where you are today to a fully operational contact centre on Amazon Connect Customer (formerly Amazon Connect), and keeps supporting it once live. This is the full platform, not an AI agent bolted onto legacy infrastructure: voice, chat, email, agentic self-service, real-time agent assistance, workforce management, analytics, security, and high availability, all delivered as one engagement. Where most providers offer either an audit or a build, Amach delivers the full lifecycle: assess, build, and run.
Engagement Phases
Phase 1 — GAP Analysis. We map your Current vs Target Operating Process (COP vs TOP), run stakeholder interviews across operations, customer service, and IT, audit your existing systems, and review performance data.
Phase 2 — Implementation. Amach's Professional Services team configures the full Amazon Connect Customer platform for your operation: omnichannel routing across voice, chat, email, and messaging; a generative AI virtual agent for bookings, loyalty, and IROPs; real-time agent assistance; and workforce management, connected to your CRM and operational systems.
Phase 3 — Ongoing Support. Once live, Amach provides continuous AWS-certified support, tuning the AI agent, monitoring performance, and evolving the solution over time.
Proven Aviation Delivery
Amach's Amazon Connect delivery experience includes Aer Lingus and IAG Loyalty. Aer Lingus saw accessibility increase by over 50%, along with streamlined queues and stronger agent productivity, real outcomes from a real aviation deployment, not a lab demo.
Full Platform Capability
Amazon Connect Customer gives you a single system across the whole contact centre, not a point solution bolted onto what you already have:
- Omnichannel engagement — voice, chat, email, SMS, and messaging in one unified queue
- Agentic self-service — AI agents resolve bookings, loyalty, and IROPs enquiries end-to-end, escalating with full context only when genuinely needed
- Real-time agent assistance — next-best-action guidance surfaced to human agents live
- Workforce management — forecasting, scheduling, and adherence across your workforce
- Enterprise security and high availability — built on AWS's resilient, globally available infrastructure
Key AWS Services & Pricing
Core services: Amazon Connect Customer, a Leader in the 2025 Gartner Magic Quadrant and Forrester Wave for CCaaS; Amazon Nova Sonic (via Amazon Bedrock) for real-time voice; Agentic CX Designer for no-code conversational builds; Amazon Connect Contact Lens for sentiment analysis; and Amazon DynamoDB/AWS Lambda for integrations. Choose standard pay-as-you-go pricing, or Unlimited AI ("all-you-can-eat") pricing, which bundles every AI capability into your per-minute or per-message rate. Amach's Professional Services team and ongoing support sit behind either choice.
AI-Accelerated Delivery
Amach accelerates every phase using Claude Code, Anthropic's agentic coding CLI, and Kiro, AWS's spec-driven agentic IDE, configuring infrastructure and conversational flows faster and with fewer errors than manual work alone. Both remain available to your team after handover.
Challenges We Address
- Disconnected, outdated legacy contact centre systems
- Manual workflows causing slow resolution and inconsistent service
- High costs during peak and disruption periods
- Inconsistent passenger experience across channels
- Limited visibility and reporting
Outcomes You Can Expect
- Up to 95% reduction in voice touchpoints
- 27% faster average handling time, 90% reduction in call abandonment
- Omnichannel service with AI-driven proactive updates during IROPs
- A unified agent workspace with real-time knowledge, cutting training overhead
- One platform covering voice, chat, email, agent assistance, and workforce management
Scope & Prerequisites
You will need an active AWS account and named stakeholders from operations, customer service, and IT for the GAP Analysis. Pricing model (pay-as-you-go or Unlimited AI) is agreed during Phase 1. CRM and booking system integration is scoped in Phase 1 and built in Phase 2. Available as a bundle: legacy application migration support.
Use Cases
Contact centre modernisation, passenger self-service for bookings and loyalty, and passenger engagement and retention, all strengthened by agentic AI across every channel.
Get Started
Ready to move from legacy IVR to a full AI-powered contact centre built for aviation? Contact sales@amach.com to begin with a GAP Analysis scoped to your operation.
Highlights
- Proven aviation delivery from assessment to always-on AI support, backed by named Amazon Connect deployments for Aer Lingus and IAG Loyalty, built to go live in weeks rather than months on Amazon Connect Customer.
- The full contact centre platform: voice, chat, email, agentic self-service, agent assistance, and workforce management, secured to AWS Well-Architected best practice with high availability built in.
- AI-accelerated delivery using Claude Code and Kiro, with your choice of pay-as-you-go or Unlimited AI pricing, backed throughout by Amach Professional Services and ongoing support.
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Support
Vendor support
Getting Started Contact Amach's sales team at sales@amach.com to scope your engagement. A GAP Analysis kicks off every engagement and defines the roadmap for implementation and ongoing support.
Post-Deployment Support Once your AI-powered contact centre is live, Amach offers two white-label support tiers through the Amach support portal:
Business — for moderate or growing usage. Includes 24/7 access to AWS-certified Cloud Support Engineers, unlimited cases and contacts, contextual architectural guidance, and AWS Support Automation runbooks for self-service resolution.
Enterprise — for business-critical or complex workloads. Includes everything in Business, plus a designated Technical Account Manager (TAM), deep architectural reviews and proactive workshops, faster SLAs for critical issues, proactive billing and FinOps guidance, and proactive security reviews.
Response time SLAs:
- P1 Critical (Business Critical): 15 minutes (Enterprise only)
- P2 Urgent (Production Down): 1 hour
- P3 High (Production Impaired): 4 hours
- P4 Medium (System Impaired): 12 hours
- P5 Low (General Guidance): 24 hours
Escalation All cases are submitted through the Amach support portal. Escalation runs through your dedicated Amach Account Manager and TAM, with a built-in path to AWS when required.
During the Engagement You'll have a named Amach point of contact throughout the GAP Analysis and Implementation phases, with regular status updates and a structured Knowledge Transfer at the end of Implementation so your team can operate and extend the AI agent independently.