HappyPath Contact Centre Solutions

HappyPath can support you in modernising customer engagement with complete operating capability. We design, implement and optimise your Contact Centre technology with Amazon Connect, use Fizz (our proprietary AI SaaS platform) to make quality and insights scalable, and embed an executive-aligned operating model so performance improves continuously, not periodically. We combine deep delivery expertise with practical operational know-how to accelerate outcomes across cost, service quality, compliance and customer experience. We help leadership teams that want measurable business outcomes. Our model gives organisations a modern CCaaS foundation on AWS, an intelligence layer that turns interactions into performance insight, and the governance and delivery discipline required to scale confidently across contracts, business units and geographies. Clients usually engage HappyPath in one of two ways:

1) Business-led modernisation Targeted engagements focused on priority outcomes such as: Reduced cost to serve through demand reduction, routing optimisation and automation Improved customer experience through smarter journeys and higher first contact resolution Stronger operational control, including change governance and disruption readiness Increased quality coverage and coaching effectiveness using AI-led evaluation Improved compliance assurance through consistent detection and reporting.

2) End to end contact centre professional services A complete modernisation service for organisations that want an operating capability delivered end to end: Strategy, architecture and implementation through to continuous optimisation Omnichannel enablement and journey modernisation Integration delivery across platforms, identity, data and reporting Operational governance, executive dashboards and performance visibility. We have three integrated service components that can be delivered together or individually:

A) Amazon Connect Professional Services HappyPath provides expert professional services for Amazon Connect, delivering secure, scalable and well-governed customer engagement capability. We support full delivery or targeted improvements, including: Solution architecture aligned to AWS best practice and enterprise security standards Amazon Connect implementation, migration and configuration Contact flow and IVR design for modern customer journeys and improved containment Intelligent routing, queue strategy, skills enablement and operational controls CCaaS platform configuration including voice and digital channels where required Integrations across CRM, case management, identity/SSO, data sources and reporting Testing, release management, go live assurance and stabilisation support.

B) Fizz – AI powered Quality Assurance (QA) & Insight Fizz is our proprietary SaaS platform built to make contact centre performance measurable and continuously improvable. It turns customer interactions into operational intelligence, enabling leaders to act with clarity and confidence. Fizz is designed for operations leaders, QA and compliance teams. It does not require specialist data science skills. It can be deployed quickly, configured per contract or service line, and aligned to the exact standards your operation needs.

Fizz delivers:

AI Auto QA across calls and chats, replacing sample-based visibility with scalable coverage Consistency and compliance insight using structured evaluation and risk detection Contact driver analysis identifying why customers contact and where journeys break Coaching intelligence highlighting behavioural patterns and improvement opportunities Executive dashboards showing quality, compliance, sentiment, demand patterns and trends Continuous improvement insight revealing where automation and journey change will deliver highest return.

C) Consultancy and Governance Technology only delivers value when it is operationalised. HappyPath provides consultancy rooted in real-world contact centre leadership to ensure modernisation translates into performance outcomes. Our consultancy includes: Journey modernisation focused on resolution, containment and demand reduction Operating model design including ownership, controls and performance routines Governance structures for safe change, high cadence delivery and clear accountability Enablement for operational teams to sustain performance improvements Continuous optimisation roadmaps informed by Fizz insight and operational learning.

Why HappyPath? Executives engage HappyPath because we deliver a capability that is difficult to assemble through traditional models. Built by people who have operated and modernised real contact centre environments at scale. Platform delivery, proprietary AI performance insight, and consultancy that embeds operational discipline. Proven delivery patterns, clear governance, production-safe change discipline and strong documentation. Fizz ensures modernisation becomes a performance engine, not a one-time change.