Scaling to 1,600 Agents on Amazon Connect Customer

Rob Graham Enterprises (RGE) built its lead generation business on reaching the right prospects at exactly the right moment — hundreds of agents, millions of outbound calls a month, and a contact center running at full capacity. But as demand kept climbing, the platform behind that scale was starting to run out of room, and another abrupt technology change wasn't an option RGE could afford.

RGE turned to D3Clarity to rebuild its contact center on Amazon Connect Customer — not just to relieve the immediate pressure, but to architect for a future several times its current size. Along the way, testing surfaced a shift in how customers were engaging that neither team had fully anticipated, reshaping what success on the new platform would ultimately look like.

CASE STUDY

8-MINUTE READ

D3Clarity helped Rob Graham Enterprises migrate its contact center to Amazon Connect Customer, scaling to 1,600 agents and 24M+ monthly calls.

The Challenge at Hand

D3Clarity partnered with Rob Graham Enterprises (RGE) to migrate a high-volume outbound and inbound contact center to Amazon Connect Customer, architecting a platform built to scale from roughly 400 agents today to a future-state capacity of 1,600 — while supporting tens of millions of calls a month.

At a Glance

Client: Rob Graham Enterprises (RGE)
Engagement: AWS MAP Assess → AWS MAP Mobilization
Platform: Amazon Connect Customer
Scale today: ~400 active agents, ~24.2M calls/month
Future-state capacity: ~1,600 agents

Powering Growth Through a High-Volume Contact Center

Rob Graham Enterprises (RGE) is a specialized lead generation company running a high-volume contact center that powers its proprietary customer engagement and agent enablement processes. Hundreds of agents support millions of outbound calls each month, making the contact center central to how RGE connects with customers at scale.

Outgrowing the Existing Contact Center Platform

As RGE's business grew, its existing contact center platform was approaching its capacity limits. The company expected significant increases in both agent and call volume. It needed a platform that could support that growth without slowing operations or forcing another major technology transition in the near future. At the same time, RGE wanted to modernize how its contact center was built, operated, and scaled across its cloud environment.

Validating Amazon Connect Customer Through AWS MAP Assess

D3Clarity had already partnered with RGE through the AWS Migration Acceleration Program (MAP) Assess phase. That work gave both teams a clear picture of the current environment, identified areas for improvement, and — most importantly — validated Amazon Connect Customer as a viable platform for RGE's contact center requirements.

Moving From Assessment to an Aggressive Migration Roadmap

The next challenge was turning that assessment into a working, scalable solution. RGE needed to move from planning to implementation quickly, with an aggressive migration roadmap. The plan would start with a subset of its outbound operation, then progressively expand to support hundreds of agents and, ultimately, a much larger contact center footprint.

D3Clarity was brought in to support the AWS MAP Mobilization phase, helping RGE move toward its future-state contact center. The team provided the Amazon Connect Customer architecture, development, cloud expertise, and hands-on support needed to execute the migration.

The goal wasn't simply to move the existing contact center to AWS — it was to establish a modern platform that could scale with the business and adapt as RGE's customer engagement needs evolved.

Innovative Solutions Unleashed

An AWS Advanced Tier Partner Leading the Amazon Connect Customer Migration

D3Clarity worked alongside RGE's technical team throughout the modernization, contributing the Amazon Connect Customer, AWS architecture, development, and security expertise needed to move the project forward on an aggressive timeline. As an AWS Advanced Tier Consulting Partner with Amazon Connect Delivery designation, D3Clarity brought AWS-validated delivery experience to a migration where downtime wasn't an option.

Strengthening the AWS Foundation Before Contact Center Work Began

The team began by strengthening the underlying AWS environment and addressing issues identified during the MAP Assess phase. This included improving RGE's security posture, remediating critical findings, reviewing workloads against AWS Well-Architected best practices, and investigating infrastructure and database performance issues.

Designing a High-Volume Outbound Contact Center on Amazon Connect Customer

With the foundation addressed, D3Clarity turned to the contact center itself. The team designed and configured Amazon Connect Customer around RGE's unique outbound engagement model, including the workflows, integrations, scalability planning, and testing a high-volume operation requires. D3Clarity's solution developers and senior architects worked directly with RGE's team throughout implementation, rather than treating the migration as a handoff between separate teams.

An Inbound Opportunity Discovered During Testing

One of the more important developments came during testing. Although the initial business case centered primarily on outbound calling, RGE found that Amazon Connect Customer handled inbound interactions well too. Customers responding to voicemails left during outbound campaigns began generating more inbound activity than originally anticipated. Rather than treating this as a change to the original scope, the teams used the new platform's flexibility to support the additional inbound demand.

The solution created was able to grow with the business. The resulting contact center wasn't simply a replacement for the previous outbound platform — it became a more flexible environment capable of supporting both a high-volume outbound operation and a growing inbound customer interaction model.

Hands-On Knowledge Transfer Throughout the Engagement

Throughout the engagement, D3Clarity also worked alongside RGE's team through hands-on implementation and knowledge-transfer sessions. This gave RGE's technical resources direct experience with the new Amazon Connect Customer configuration, operational processes, and supporting code so they could continue managing and enhancing the environment after the engagement.

Transformative Results Achieved

D3Clarity successfully helped RGE modernize its contact center and establish an Amazon Connect Customer environment designed to support significant growth. The solution addressed the existing platform's capacity limits while giving RGE a more flexible architecture to meet changing business requirements.

Key Outcomes

4x growth capacity — built an Amazon Connect Customer architecture designed to scale from approximately 400 active agents to a future-state capacity of approximately 1,600 agents.
High-volume outbound at scale — supports a high-volume outbound operation handling approximately 24.2 million calls and 1.4 million voice minutes per month.
4 critical security findings addressed — identified during the AWS MAP Assess phase, alongside broader improvements to RGE's security posture.
7 workloads reviewed against AWS Well-Architected best practices to identify opportunities to improve reliability, security, performance, and operational efficiency.
Inbound channel expansion — successfully extended the use of Amazon Connect Customer beyond the original outbound focus as inbound demand grew during implementation and testing.
542,000 inbound voice minutes processed in November 2025, demonstrating that inbound interactions had become a meaningful part of the contact center following the migration.
Hands-on knowledge transfer throughout the engagement, giving RGE's team the skills needed to operate and continue developing the platform.

November 2025 Operational Snapshot

9 million outbound dials placed in the month
981,692 agent-connected contacts
9% of dials resolved via Answering Machine Detection (AMD) — automatically identified and handled without requiring an agent
35-second average handle time (AHT)
80% service level in 20 seconds
542,000 inbound voice minutes processed

95.9%

of outbound dials identified as AMD-only and did not require an agent

542,000

inbound voice minutes processed in November 2025

Frequently Asked Questions

What platform did D3Clarity migrate Rob Graham Enterprises' contact center to?

D3Clarity migrated RGE's high-volume outbound contact center to Amazon Connect Customer, following an AWS MAP Assess engagement that validated the platform and an AWS MAP Mobilization phase that executed the build.

How many agents can RGE's Amazon Connect Customer environment support?

RGE currently runs approximately 400 active agents on the platform. The architecture was designed with a future-state capacity of approximately 1,600 agents, giving RGE significant room to grow without another platform migration.

Does RGE's Amazon Connect Customer platform handle inbound calls, or only outbound?

Both. The original business case centered on outbound calling, but testing revealed strong inbound demand — largely customers responding to voicemails from outbound campaigns. The platform's flexibility allowed RGE to support that inbound growth without a scope change, processing 542,000 inbound voice minutes in November 2025 alone.

What results has RGE seen since migrating to Amazon Connect Customer?

RGE now supports approximately 24.2 million calls and 1.4 million voice minutes per month, resolved 4 critical security findings identified during the AWS MAP Assess phase, and reviewed 7 workloads against AWS Well-Architected best practices — all while expanding into inbound customer interactions.

Ready to modernize your contact center? D3Clarity's Amazon Connect Customer expertise and AWS MAP funding navigation can help you scale with confidence. Talk to a D3Clarity expert to start the conversation.

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