From Fragmented IVR to Intelligent Automation: G&A Partners’ Contact Center Overhaul

G&A Partners’ contact centre had grown fragmented over time. Customers reached the team through multiple disconnected channels, with chat and voice operating as separate systems. The legacy IVR had a deeper problem: callers had learned button sequences to skip identity verification and reach an agent faster. This regularly sent them to the wrong team, created compliance risk, and meant agents spent time on rework rather than resolution.

When calls were transferred internally, agents had no reliable way to confirm whether the receiving party was actually available. Calls disappeared into dead ends. Because portions of the operation ran outside the core contact centre platform, there were no reliable metrics for responsiveness or service levels. The business could not measure what was invisible, and accountability gaps kept growing.

Ciklum rebuilt the contact centre architecture from the ground up, migrating from Talkdesk to Amazon Connect. The static IVR was swapped for an AI-driven virtual agent. A unified interface gave agents everything they needed in one place. Live presence data stopped calls from being transferred into dead ends. And a restructured analytics pipeline finally gave the business accurate, real-time reporting. The result is a system where customer intent is identified at entry, agents have the right context, and the business has clear visibility across the entire operation.