Australia suffered through record-breaking bushfires, followed by some of the worst flooding in 30 years along the east coast during the summer of 2019/2020. Just prior to one of the worst bushfires damage the nation had seen, HomeRepair decided to move its contact center because its on-premises solution constantly experienced technical issues. Many customers who had suffered the traumatic loss of their properties were being cut off or lost on a call, adding to their stress. The cause of these lost calls was HomeRepair’s on-premises system, which constantly needed to be restarted. Furthermore, data was often missing or unreliable, which prevented the company from meeting customer key performance indicators (KPIs). This meant that HomeRepair was unknowingly undermining the quality of its service and, therefore, risking the ongoing viability of its business. With such a tight delivery deadline for Amazon Connect, HomeRepair approached Australian software firm eMite to provide an enhanced reporting experience that Amazon Connect lacks.