CloudEmpower Helps Battle Bank Launch Customer Service with Amazon Connect
News related to:Battle Bank · 1 min read
Battle Bank, a national, direct bank that offers digital banking access with personalized client support, has successfully launched its customer service operations with the help of CloudEmpower. The bank’s contact center was rebuilt in late 2025 and January 2026, integrating with the Savana Desktop platform and laying the groundwork for expanded service and conversational AI capabilities.
CloudEmpower conducted a comprehensive assessment of Battle Bank’s existing Amazon Connect test environment and completed the rebuild. The engagement involved architecture review, contact flow redesign, routing configuration, integration, and go-live support. The resulting environment uses Amazon Connect, Amazon Lex, AWS Lambda, and Amazon S3 to support voice interactions, natural language navigation, and configurable business logic. It also integrates with the bank’s Savana Business Exchange (BX) contact attributes for queueing and desktop data, ensuring seamless connection between voice service and the bank’s client service workflows.
The implementation provides IVR navigation, queue routing, business hours logic, callback handling, and call recording. An Amazon Lex dial-by-name interface allows callers to use natural language to reach the appropriate person. AWS Lambda functions support directory lookups, holiday rules, messaging, and other routing logic, while Amazon S3 stores audio prompts, call recordings, and reporting artifacts.
Reusable contact flow components and configurable business logic allow Battle Bank to adapt the environment as its requirements evolve. Amazon Connect’s usage-based model also supports gradual growth without requiring the bank to purchase a fixed block of unused contact center licenses in advance.
Early-stage chatbot development is underway using Amazon Lex and Amazon Bedrock, designed to streamline banking operations and elevate the client experience. Battle Bank, a fully digital, national bank based in Edwards, Colorado, offers competitive returns, access to precious metals and 20 global currencies, and self-directed retirement accounts that enable alternative investment opportunities.
The bank is led by a team of veteran founders who have built and scaled successful financial institutions. The mission is clear: revolutionize banking and go to battle for better.