How NatWest Simplified Contact Center Analytics with Amazon Connect analytics data lake

This article describes how NatWest Group migrated from custom ETL pipelines to Amazon Connect analytics data lake with Zero ETL architecture to simplify contact center data management and analytics.

• NatWest replaced complex manual ETL processes with Amazon Connect data lake for streamlined data ingestion
• Data now available within two hours of call completion instead of requiring extensive manual processing
• Reduced CTR pipeline development time from 2 months to 1 week using new architecture
• Pre-processed metrics like sentiment analysis instantly accessible, eliminating manual derivation
• Developed IVR performance dashboard tracking containment, abandonment, and call intent classification
• Created conversation insights dashboard analyzing sentiment, speech patterns, and interaction dynamics
• Eliminated infrastructure complexity and freed resources for strategic innovation initiatives
• New data elements integrated instantly without requiring 1-2 weeks of bespoke ETL effort

NatWest's migration demonstrates how Zero ETL architecture enables faster insights generation, reduced operational burden, and improved agility for data-driven customer service decisions.