Smart Migration –Migration to Amazon Connect

Pricing: Pricing is customized according to your migration scope, complexity, integration requirements, and eligibility. To receive a quote, please request a private offer.

Assessment & Deployment Duration: Depending on scope & design requirement.

Overview: Smart Migration is an end-to-end contact centre migration and modernization solution designed to help organizations transition from legacy and on-premises contact centre platforms to Amazon Connect with minimal operational disruption.

Many organizations continue to operate aging contact centre environments that are expensive to maintain, difficult to scale, and limited in supporting modern digital customer experiences. Smart Migration provides a structured framework for assessing current-state infrastructure, designing a future-state Amazon Connect architecture, migrating contact centre workloads, and validating operational readiness before production deployment.

The solution covers migration of contact flows, IVRs, routing strategies, telephony configurations, agent profiles, reporting requirements, integrations, knowledge bases, customer interaction channels, and operational processes. Smart Migration also enables organizations to modernize customer journeys by incorporating Amazon Connect native capabilities including omnichannel engagement, AI-powered self-service, conversational analytics, and intelligent routing.

Through planning, migration execution, testing, training, and post-migration support, organizations can confidently move to a cloud-native contact centre platform while reducing risk and accelerating time-to-value.

Key Features:

1. Contact Centre Migration Assessment

• Comprehensive review of existing contact centre environment.
• Analysis of telephony infrastructure and routing architecture.
• Identification of migration dependencies and risks.
• Migration roadmap and transformation strategy development.

2. Legacy Platform Discovery

• Assessment of Avaya, Cisco, and contact centre environments.
• Inventory of agents, queues, workflows, applications, and integrations.
• Documentation of current business and operational processes.

3. Amazon Connect Solution Design

• Future-state contact centre architecture design.
• Design of contact flows, routing strategies, and customer journeys.
• Scalability and resilience planning.
• Security and compliance architecture recommendations.

4. Contact Flow & IVR Migration

• Migration of IVR menus and customer interaction workflows.
• Recreation and optimization of routing logic in Amazon Connect.
• Customer experience modernization opportunities.
• Simplification of complex call flows and business processes.

5. Telephony Migration

• Phone number migration and carrier number Porting planning.
• Inbound and outbound calling configuration.
• SIP trunk and telephony integration enablement.
• Cutover planning and execution support.

6. Integration Modernization

• CRM integration migration and enhancement.
• Workforce Management (WFM) integration support.
• Ticketing system integration enablement.
• Third-party application connectivity and API integration.

7. Omnichannel Enablement

• Voice, chat, email, and messaging channel integration.
• Unified customer engagement experiences.
• Cross-channel routing and escalation support.
• Consistent customer journey management.

8. Testing & Validation

• Functional testing and user acceptance testing.
• Disaster recovery and resiliency validation.
• Performance and load testing.
• Migration readiness assessment.

9. Training & Change Management

• Supervisor and administrator training.
• Agent onboarding and adoption support.
• Operational readiness preparation.
• Knowledge transfer workshops.

10. Cutover & Go-Live Support

• Migration execution management.
• Phased or full cutover options.
• Hypercare support during transition.
• Post-migration stabilization services.

Benefits:

• Accelerate migration from legacy contact centre platforms to Amazon Connect.
• Reduce operational costs associated with on-premises infrastructure.
• Minimize migration risk through structured planning and execution.
• Improve scalability, resilience, and business agility.

Expected Outcomes:

• Successful migration from legacy contact centre platforms to Amazon Connect.
• Reduced infrastructure and operational costs. Improved customer experience and service delivery.
• Increased contact centre scalability and flexibility.
• Faster deployment of new business capabilities.
• Enhanced reliability and availability.
• Improved agent productivity and operational efficiency.
• Foundation/Adoption for AI-driven customer engagement initiatives.
• Modernized contact centre architecture aligned with business growth objectives.

Key AWS Resources Used:

• Amazon Connect
• AWS Lambda
• Amazon DynamoDB
• Amazon S3
• Amazon CloudWatch
• AWS Identity and Access Management (IAM)