Normalized claim
Service-level requests met: 95% increase
UNOX now meets 95 percent of service-level requests from customers
UNOX: Contact-center modernization using Amazon Connect Customer to improve service levels
Use case typeContact center modernizationUpdated Jul 15, 2026
UNOX, an Italian professional oven manufacturer, needed a scalable contact center after its on-premises system lacked KPI visibility and caused customers to hang up before being answered. The company modernized customer service on AWS and then expanded into broader cloud and data-driven innovation.
- Organization
- UNOX
- Industry
- Consumer & Food
- Location
- Italy
- Published
- July 2026
Reported outcomes
6 hours
SAP HANA configuration timeTime & speed
+95%service-level requests met67%service-level requests met1 weekSAP HANA migration time
Strategic outcomes
Customer experience & trustReduced call abandonmentSpeed & agilityShortened time to marketInnovation & cultureEnabled data-driven cooking appsScale & capacityExpanded customer service rollout across Europe
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Service-level requests met: 67%
whereas it previously met 67 percent
Normalized claim
SAP HANA configuration time: 6 hours decrease
UNOX completed the configuration of its SAP HANA infrastructure in just 6 hours
Normalized claim
SAP HANA migration time: 1 week decrease
It finished the migration in 1 week
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- UNOX
- Provider
- AWS
- Maturity
- Pilot
- Linked source
- AWS Solutions Case Study
UNOX migrated customer service to Amazon Connect Customer and created contact flows in a France pilot within weeks
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1Contact center modernization
- 2Customer service automation
- 3Operations optimization
- The on-premises contact center could not report key performance indicators or customer satisfaction levels.
- Customers on hold were hanging up before their calls were answered.
- UNOX wanted to improve scalability and innovate faster with better insight into customer needs.
- UNOX migrated customer service to Amazon Connect Customer and created contact flows in a France pilot within weeks.
- It expanded the rollout to sales and after-sales teams and other European branches, with CTI workflow integration.
- UNOX also migrated SAP HANA infrastructure with AWS Launch Wizard, moved web assets to Amazon S3, and built new IoT and streaming applications with AWS services.
- Service-level performance increased from 67% to 95%.
- UNOX completed SAP HANA configuration in 6 hours and the migration in 1 week.
- The company developed three apps to help customers remotely monitor, program, and streamline oven operations.
Architecture
UNOX used Amazon Connect Customer as an omnichannel cloud contact center with task management, analytics, and skills-based routing. The rollout began with a France pilot and expanded to additional teams and branches. The article also describes AWS Launch Wizard for SAP HANA migration, Amazon S3 for website and configurator migration, AWS IoT services and AWS Lambda for new web and customer apps, and Amazon IVS for a future streaming application.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: Jul 15, 2026Publisher: AWSEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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