CDG calls on a new legacy for telecoms with next-gen capabilities

Before it could build cutting-edge AI services, the first leap in CDG’s modernization journey was migrating to the cloud. Explaining why CDG chose AWS, CTO Tony Stout says: “AWS gives us scalability, geodiversity, and other benefits that competitors don't have.” However, it was starting from scratch and needed to break free from legacy systems—and fast. “The company had almost zero cloud competency,” says Stout. To transition at pace, it leveraged the AWS Migration Acceleration Program (MAP) for access to AWS credits and tailored strategic support from AWS Partner Innovation Incubator.

“AWS MAP has been the gift that keeps on giving,” says Stout. “The funding through AWS credits was instrumental in helping us accelerate cloud adoption and ongoing modernization. We're able to take advantage of the 300 plus AWS services and scale in ways that wouldn’t be possible before,” he adds. Having embraced open architecture, CDG can now offer a best-in-class partner ecosystem for customers and seamlessly integrate leading platforms like Salesforce and HubSpot.

Early on in its relationship with AWS, CDG was introduced to senior telecoms specialists who offered strategic advice. It could tap into a wealth of experience working with the world’s largest carriers to streamline modernization and build a competitive edge: “They brought all of that knowledge to a small company like CDG, which was huge,” says Stout. Dandridge adds: “They spoke our language and took the time to plan how we could best utilize AWS tools to grow our company.”

When CDG needed to foster a cloud-first mindset internally, AWS Enterprise Support also augmented its staff and sped up the migration. This included access to 24/7 support and comprehensive resources covering best practices, troubleshooting, proactive planning, and more. “It really was a safety net for our team,” says Stout. Beyond this, the business regularly relies on AWS as a sounding board for ideas. “As small as we are, we have been treated like their most important customer,” he adds.

With its cloud foundations firmly in place, CDG collaborated closely with AWS to build a chatbot on Amazon Bedrock. Recognizing that telecom customers often face long delays and frustrations when dealing with anything from payment queries to broadband issues, CDG sought a way to remove friction. Its chatbot now helps providers of all sizes deliver fast and cost-efficient support around the clock—even in rural areas.

Taking on different personas such as customer service and helpdesk agents, the chatbot troubleshoots in real-time and generates hyper-personalized content. This includes reacting sensitively to user sentiment and discerning appropriate responses, from offering customers an upgrade to sending out a technician. By removing undifferentiated heavy lifting and empowering employees with on-demand assistance, it’s also freeing telecom teams to focus on high value areas like outbound sales.

“AWS challenges us and pushes us to go further. It’s a tremendous partnership,” says Stout. Confident that CDG is only “just starting to scratch the surface of what’s possible,” as Stout says, the business is excited to be at the forefront of ongoing telecoms innovations as AWS continues to invest heavily in AI.

Modernization is proving to be a catalyst for CDG’s ongoing growth. By participating in the Experience-Based Acceleration (EBA) workshop with AWS, it’s preparing to scale and build resilience against potential challenges ahead—including those it hadn’t even considered. EBA’s hands-on methodology breaks down silos and addresses blockers so that it can keep driving tangible business outcomes in the cloud. “AWS is always a few steps ahead of us,” says Stout. “AWS has been a true game changer to our company. Together we’re building the platform for the next 20 years,” he adds.

By utilizing continuous improvement and feedback mechanisms, CDG is helping service providers reduce unexpected issues and exceed customer expectations. What’s more, its microservices architecture is opening the door to new industries that can benefit from their services, such as utilities.

Having built a reliable, future-ready platform and strong partnerships, Dandridge shares that CDG has grown its client base significantly and plans to expand internationally are well underway. In empowering more organizations with automation and efficiencies, it’s transforming the broadband and internet experiences that are so integral to modern life. As Dandridge says, “It's going to be something that can make a difference in people's lives.”