Implementation and Support Services for Amazon Connect

Legal Aid Western Australia (Legal Aid WA) is undertaking the implementation of a modern Salesforce Service Cloud-based Contact Centre, fully integrated with its existing Salesforce CRM platform. This contemporary solution is designed to provide a unified, 360-degree view of each client, enabling more efficient enquiry handling, enhanced service delivery, and improved case management. The new Contact Centre platform will replace the current standalone, legacy contact centre infrastructure, delivering a fully cloud-based, scalable, and future-ready environment. To support this implementation, Amazon Connect has been identified as the preferred cloud-based telephony solution, due to its seamless integration with Salesforce and its capability in enabling intelligent, omnichannel contact centre experiences.