Pearson’s transformation journey with CloudInteract and AWS didn’t stop at the contact centre. Building on a successful global migration to Amazon Connect, Pearson extended its cloud-native service platform into HR, hiring, and scorer support—reimagining how employees, supervisors, and seasonal workers access critical services at scale. With up to 20,000 seasonal workers during peak assessment periods, Pearson needed a purpose-built, intelligent service model that could handle complex workforce operations with greater efficiency and visibility.
CloudInteract designed and delivered a unified service platform using Amazon Connect Cases & Profiles and Amazon Bedrock, replacing fragmented legacy tooling and manual processes. The new environment connects voice, email, case management, and AI-driven summarisation into a single, scalable workspace—giving teams real-time insight, reducing friction, and enabling faster, more consistent service delivery across HR and assessment operations.
Results achieved include:
This evolution marks a shift from contact centre modernisation to a broader service capability platform—creating a foundation for AI-powered employee and workforce experiences across Pearson’s global operations.
Download the full case study to explore the strategy, architecture, and delivery approach behind Pearson’s extended digital transformation.