Kensington Mortgages completes Amazon Connect migration with Sabio

Kensington Mortgages has finished moving its servicing operation to Amazon Connect, closing out a major cloud contact center transformation delivered by Sabio Group. The rollout expands the lender’s digital platform, supports more than 400 users on Amazon Connect and sets up the next phase of AI and workforce-management upgrades.

Why it matters: - Kensington Mortgages has completed the full transition of its telephony estate to a cloud-native contact center platform. - The migration is meant to improve customer service, reduce operating friction and give the lender more room to add AI tools and analytics. - More than 400 call center users are now operating on Amazon Connect across the business.

What happened: - Kensington Mortgages completed the migration of its Servicing operation to Amazon Connect. - Sabio Group delivered the project. - The rollout follows the earlier Originations migration, which Kensington described as its smoothest go-live with minimal critical defects. - The Servicing migration is the second and most complex phase of Kensington’s cloud contact center transformation. - The move took Kensington from an on-premises platform to a cloud-native Amazon Connect setup. - More than 270 users were operating on the new Servicing platform at go-live. - Nearly 200 Kensington agents were logged in and working on the platform on day one. - Customers were able to complete payments through the 24/7 IVR service within minutes of go-live.

The details: - Sabio said the project used its expertise in both legacy and cloud contact center technologies, along with knowledge of financial services customer service. - The solution uses Amazon services as the core contact center platform within the Amazon ecosystem, delivered through infrastructure as code. - The transition has already produced improved IVR recognition rates. - Kensington has also seen better voice quality, measurable cost savings and greater visibility into customer interactions. - The cloud foundation enables sentiment analysis, call transcription, AI tooling and deeper AWS-driven operational insights. - Sabio has put a hypercare model in place with dedicated escalation channels, continuous performance monitoring and daily reporting. - Kevin Illingworth, telecommunications manager at Kensington Mortgages and technical lead for the Amazon Connect program, said Kensington needed a modern contact center to better serve customers and support smoother journeys through analytical tools. - Illingworth said Kensington chose Sabio because of the companies’ long relationship and Sabio’s understanding of Kensington’s architecture and processes. - Sabio said the partnership shows it can support both technology implementation and customer-engagement transformation.

Between the lines: - The migration appears to move Kensington from a basic platform upgrade to a broader operating-model shift. - The immediate emphasis on stability, performance monitoring and hypercare suggests Kensington is treating the rollout as a live-service transformation, not a one-time tech swap. - The next step toward native workforce management and AI-powered quality monitoring points to a deeper push for automation and efficiency.

What's next: - Kensington plans to consolidate workforce management capabilities into Amazon’s native platform. - The company expects that step to unlock AI-powered quality monitoring and advanced analytics. - Sabio says the next phase should drive further operational efficiency. - Sabio also pointed readers to its contact center transformation services and said more information on Amazon Connect and its expertise will be available at Amazon Connect Community Day in Manchester on Wednesday, Nov. 4.