Kensington Mortgages Completes Amazon Connect Migration With Sabio

Kensington Mortgages has completed the migration of its Servicing operation to Amazon Connect, marking the second phase of its contact centre transformation delivered by Sabio Group.

The migration moves Kensington from an on-premises telephony platform to a cloud-native solution, bringing the total number of contact centre users on Amazon Connect to more than 400.

It follows the earlier migration of the Originations operation, which Kensington described as “the smoothest go live they have ever had”.

More than 270 Servicing users are now operating on the platform. On the first day, nearly 200 agents logged in, while customers were able to complete payments through the 24/7 interactive voice response (IVR) service within minutes of go-live.

The new platform has delivered improved IVR recognition rates, enhanced voice quality, cost savings and greater visibility of customer interactions.

It also provides a foundation for further capabilities, including sentiment analysis, call transcription, AI tools and operational insights through Amazon Web Services (AWS).

Kevin Illingworth, Telecommunications Manager at Kensington Mortgages and Technical Lead for the Amazon Connect Programme, said: “We needed a modern contact centre which gives us greater flexibility to enable us to better serve our customers.

The programme strategy for Amazon is to drive smoother customer journeys using powerful analytical tools.

Having worked alongside Sabio for over a decade now, selecting Sabio to implement Amazon Connect aligns perfectly with our digital transformation strategy, allowing us to leverage their contact centre expertise.

Our established relationship with Sabio colleagues, who understand our architecture and processes, has proven to be a major part of this project’s success. We’re now confident in moving forward with the next phase of modernization.”

Ioan MacRae, Chief Revenue Officer for the UK & International at Sabio Group, said: “Sabio’s deep expertise in both legacy and cloud contact centre technologies, combined with our comprehensive understanding of customer service in the financial services sector, enabled us to deliver a transformational project with minimal risk and maximum impact.

This partnership showcases our ability not just to implement technology but to truly transform customer engagement through expert services and strategic guidance.”

Sabio has introduced a dedicated hypercare model to support the transition, including escalation channels, continuous performance monitoring and daily reporting.

The next phase of Kensington’s modernization programme will consolidate workforce management capabilities into Amazon’s native platform, with plans to introduce AI-powered quality monitoring and advanced analytics.

Author: Hannah Swankie

Reviewed by: Robyn Coppell