How NatWest built multi-region resilience with Amazon Connect Customer

This article describes how NatWest, a major UK bank, implemented Amazon Connect Global Resiliency (ACGR) to create a fully resilient multi-region contact center handling 3+ million monthly calls.

• Deployed active-active architecture across AWS Europe (London) and Frankfurt regions with automatic configuration replication
• Built custom automation utilities for Traffic Distribution Groups to manage agent and call routing across regions
• Addressed non-replicated resources including Lambda functions, S3 content, Kinesis streams, and Lex vocabularies with external replication pipelines
• Reduced Recovery Time Objective from 30+ minutes to near-instantaneous through automated traffic rerouting
• Maintained full 3,500+ call capacity during simulated regional outage testing
• Completed 20-week implementation with phased 3-month number porting, including quarterly failover drills
• Applied security best practices: EU data residency, encryption at rest/transit, least-privilege IAM, and CloudTrail auditing

NatWest's disciplined phased approach and purpose-built automation demonstrate how financial institutions can achieve regulatory-compliant contact center resilience without operational complexity.