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OMX innovation · AWS Connect · Stella visit · 29 June 2026
Legacy telephony out.
Amazon Connect in.
Integrations built; in test with ISAMs. Roll-out begins with Customer Support & Sales Support (the big group that handles thousands of accounts and complex responses), then extends to the rest. Integrated with Salesforce, intelligent routing, call recording for coaching, manager analytics on call activity alongside sales data for the first time. Net c$300k cost benefit post integration & efficiencies realised.
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The programme

One platform.
Three contact centres.

Context
Customer Support Centre and Inside Sales Account Managers (ISAMs) manage thousands of accounts across four sectors, handling inbound and outbound calls every day. The legacy telephony system has no CRM integration, no intelligent routing, and no analytics. ISAMs already carry account loads above industry benchmarks — outdated tools compound the problem.
Approach
Replace legacy telephony with Amazon Connect — a cloud-based contact centre platform that integrates with Salesforce, routes calls intelligently, records for coaching, and tracks performance. Sequence: IT Help Desk first (proves the pattern), ISAM next, Direct Ship after. Implementation partner selected and onboarded; Salesforce licensing implications understood.
Outcomes
Every phone-based customer-facing role on a modern contact centre tied to Salesforce. Calls routed intelligently, recorded for coaching, tracked for performance. Managers see call activity alongside sales data for the first time. Customers experience faster, more informed interactions because the person answering has context at their fingertips. Legacy telephony retired.
Source: Accelerate seed · project_id 5 · context/approach/outcomes pulled from 006_live_data_seed.sql (Mar 2026 baseline).
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Phasing · as at week 27 2026
What's done · what's live this week · what's next

Sequenced, not big-bang.

Phase 01 · DONE
IT Help Desk
Live on Amazon Connect. The first contact centre on the new platform — proved the integration, the queue model, the routing rules, the Salesforce screen-pop.
Live · in production
→
Phase 02 · IN TEST WITH ISAMs · THE BIG STEP
Customer Support + Sales Support
Integrations built; in test with ISAMs. The roll-out begins with this group — Customer Support & Sales Support together, the team responsible for thousands of accounts. AI ideation & training "partner" sessions held jointly with AWS. Other phone-based teams (Direct Ship etc.) inherit new functionality on the same platform — intelligent routing, Salesforce screen-pop, call recording, manager analytics on call activity beside sales data.
In test · roll-out beginning
→
Milestones from seed (project_id 5): "ISAM contact centre live" week 25, "Direct Ship help desks" week 20 reference, "IT/Ebusiness" week 19 reference. Sequencing reset against live cutover progress.
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Architecture

Legacy out.
Connect + Salesforce in.

Today · legacy
Standalone PBX
  • No CRM integration — agent picks up blind
  • No intelligent routing — flat queues
  • No analytics — no visibility on call patterns or outcomes
  • No recording for coaching
  • Aging on-prem hardware
→
Tomorrow · cloud + integrated
Amazon Connect  +  Salesforce
  • Cloud contact centre — Amazon Connect, no on-prem hardware
  • Screen-pop into Salesforce — agent sees the customer record before they speak
  • Intelligent routing — by sector, account, skill, queue load
  • Call recording + transcription — coaching data, quality monitoring
  • Manager dashboards — call activity alongside sales data, first time
  • One platform, three centres — IT Help Desk → ISAM → Direct Ship
Source: Accelerate project record · status colour 'A' (amber) · partner selected and onboarded · Salesforce licensing understood pre-cutover.
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The ask

Resource the sequencing.

What we need from you
Business resource is the constraint — not the technology, not the partner, not the platform.
  • Protect ISAM cutover bandwidth this week — same people are stretched across other priorities
  • Confirm Direct Ship sequencing post-ISAM stabilisation — target window for kickoff
  • Lock manager-dashboard requirements with Sales Ops so call activity + sales data land in the same view from day one
  • Maintain executive air cover for legacy decommission — fewer environments, fewer surprises
Live in Accelerate · project id 5 accelerate.officemax.co.nz · project-detail · id=5 →
Accelerate is the PMO. Status, milestones, RASCI, activities all tracked there — this deck is the narrative summary, not the system of record.
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