CloudEmpower rebuilds Battle Bank's Amazon Connect contact center

CloudEmpower says it rebuilt Battle Bank’s Amazon Connect contact center ahead of the bank’s February 2026 launch, creating a service platform tied to Savana Desktop and built to scale. The setup also lays groundwork for branch support in Minnesota and future conversational AI tools.

Why it matters: - Battle Bank launched with a contact center designed to support digital banking clients from day one. - The rebuilt environment is built to scale as client demand grows, which matters for a national direct bank trying to preserve personalized service. - The platform also creates a base for conversational AI and expanded service operations.

What happened: - CloudEmpower rebuilt Battle Bank’s Amazon Connect contact center environment in late 2025 and January 2026. - The work supported Battle Bank’s February 2026 launch. - The engagement included architecture review, contact flow redesign, routing configuration, integration and go-live support. - Battle Bank operates as a national, direct bank that combines digital banking access with personalized client support. - Battle Bank needed a contact center aligned with current operating requirements, integrated with its Savana Business Exchange (BX) platform and able to scale with demand.

The details: - The final environment uses Amazon Connect, Amazon Lex, AWS Lambda and Amazon S3. - The system supports voice interactions, natural language navigation and configurable business logic. - BX integration ties contact attributes to queueing and desktop data, linking voice service with client service workflows. - The implementation includes IVR navigation, queue routing, business hours logic, callback handling and call recording. - Amazon Lex provides a dial-by-name interface that lets callers use natural language to reach the right person. - AWS Lambda handles directory lookups, holiday rules, messaging and other routing logic. - Amazon S3 stores audio prompts, call recordings and reporting artifacts. - Reusable contact flow components and configurable business logic let Battle Bank adapt the environment as requirements change. - Amazon Connect’s usage-based model gives Battle Bank room to grow without buying a fixed block of unused contact center licenses in advance. - Vincent Amato, Battle Bank’s chief operations officer, said CloudEmpower helped turn the Amazon Connect environment into a platform ready to support the launch and connect with banking service workflows.

Between the lines: - The rebuild points to a preference for flexible cloud infrastructure over a rigid, pre-sized contact center stack. - The BX integration suggests Battle Bank wants service agents working from the same operational context as the rest of the banking workflow. - CloudEmpower is positioning the project as a foundation for ongoing expansion, not a one-time implementation. - Chris Van Houten, CloudEmpower’s founder, said the company is extending service to Battle Bank’s branch in Minnesota and developing conversational AI capabilities for banking operations and client experience.

What's next: - Early-stage chatbot development is underway using Amazon Lex and Amazon Bedrock. - The chatbot work is designed to streamline banking operations and improve the client experience. - CloudEmpower expects to keep extending service capabilities as Battle Bank’s needs evolve.

The bottom line: - Battle Bank now has an Amazon Connect contact center built for launch, growth and future AI-driven service updates.

More information: CloudEmpower on LinkedIn - Battle Bank’s parent company is Battle Financial, Inc., a Delaware corporation headquartered in Edwards, Colorado. - Battle Bank, N.A. is described as a fully digital, national bank focused on better tools, higher deposit yields and greater control over finances. - Battle Bank also offers competitive returns, access to precious metals and 20 global currencies, and self-directed retirement accounts for alternative investment opportunities. - CloudEmpower is a cloud and customer experience services company specializing in contact center as a service solutions. - CloudEmpower also says it supports workforce development and community empowerment through cloud and CX career pathways.