Pearson, one of the world’s leading education organisations supporting more than 160 million learners globally, partnered with CloudInteract and AWS to modernise its global contact centre operations and lay the foundation for long-term digital transformation. Facing rising costs, limited agility, and a rigid legacy platform, Pearson needed a scalable, data-driven service model that could evolve with the needs of learners, educators, and employees.
The programme delivered a large-scale migration of over 6,000 advisors across 16 business units onto an AWS-native platform powered by Amazon Connect, integrating voice, AI, and Salesforce service workflows. Beyond technology replacement, the initiative created a unified service architecture capable of supporting intelligent automation, real-time analytics, and seamless global scalability.
Results achieved include:
The transformation demonstrates how cloud-native contact centre platforms can move education organisations beyond modernisation into continuous innovation.
Download the full case study to explore the strategy, architecture, and delivery approach behind Pearson’s next-generation service transformation.