BITSUMMIT unified Amazon Connect call data and Salesforce case data in Azure Synapse, giving the Alcohol and Gaming Commission of Ontario a single view of the customer journey.
The Alcohol and Gaming Commission of Ontario runs a contact centre where its two most valuable streams of data never met. Call records lived in Amazon Connect; the case data behind those calls lived in Salesforce. Supervisors could see how many calls came in and, separately, how cases resolved, but never the two together, so the questions that mattered most, like whether longer handling time actually produced better outcomes, had no answer.
That gap slowed the contact centre down as well. Pulling a single KPI report meant exporting and stitching data together by hand, which delayed reporting by more than 48 hours and put real-time decisions out of reach. Agent performance could not be correlated with customer satisfaction, and because the data was regulated, any solution that moved it between clouds had to satisfy Ontario's strict requirements for handling sensitive information. AGCO needed one trustworthy view of the customer journey, built without compromising compliance or rebuilding its contact centre.
The instinct on a problem like this is to build heavy data pipelines in AWS, where the call data already sits, but BITSUMMIT designed the opposite. AGCO's team knew Azure, not AWS, so the solution treated AWS as a data source to read from rather than a platform to build on, and put Azure Synapse at the centre as the orchestration hub. That single decision is what kept the solution maintainable for the people who would own it.
Export from AWS without building in AWS
BITSUMMIT configured Amazon Connect's Data Lake Export so call records and agent events flowed automatically into AWS Lake Formation, with no custom AWS development to maintain. AWS became a well-defined source rather than a second platform AGCO's team would have to learn and support.
Pull both clouds into one model in Azure Synapse
Azure Synapse Pipelines established secure connections to both Amazon S3 and Salesforce and ingested them in parallel, which cut transfer times by 40%. The records landed in an Azure Synapse SQL Pool schema purpose-built to merge call records with case data, so a call and the case it belonged to finally sat in the same row and cross-domain analysis became possible.
Move regulated data safely between clouds
Because the data crossed a cloud boundary, security was built into the path rather than added afterwards. AWS credentials were held in Azure Key Vault instead of embedded in the pipelines, access followed least privilege, and every transfer was encrypted with full audit trails, which satisfied Ontario's regulatory requirements for sensitive customer data.
Put the answers in front of supervisors
With the unified model in place, Power BI dashboards gave supervisors integrated call and case metrics in a single view, collapsing decision time from days to minutes. Because orchestration was centralized in Azure Synapse, AGCO's team could run and extend the entire solution without specialized AWS expertise.
AGCO now has a single, trustworthy view of every customer interaction, built inside the environment its team already runs. The reporting that used to take more than 48 hours of manual exporting and stitching happens automatically, and supervisors went from waiting days for a report to reading integrated call-and-case metrics in minutes.
That visibility changed how the contact centre operates. By correlating call-handling metrics with case outcomes, AGCO could finally see which behaviours produced better resolutions and coach toward them, lifting first-call resolution by 15%. Leadership gained a clear line of sight into emerging customer needs and service trends to inform resourcing and training, and agents, now able to see a customer's full history at a glance, deliver more personal service. Throughout, the solution's audit trails and encryption kept AGCO inside Ontario's regulatory requirements, and centralizing orchestration in Azure Synapse means the team maintains and extends it without depending on specialized AWS skills.
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