Contact Center Migration to Amazon Connect

Escape Legacy Constraints and Innovate with Amazon Connect

Legacy platforms like Genesys, NICE, Avaya, and Cisco were built for a different era. Today, they slow innovation, inflate costs, and limit customer engagement. Amazon Connect changes the equation, delivering elastic scale, integrated AI, and continuous innovation without hardware or contracts.

The Hidden Costs of Staying on Legacy CX Platforms

Crippling Technical Debt and High TCO:

Legacy contract and/or hardware-bound systems demand high CapEx and OpEx even for basic service levels. Long-term contracts limit agility

Fragmented and Frustrating Omnichannel Experiences:

Siloed systems force customers to repeat themselves and limit agents' ability to see the full journey.

Slow Innovation and Rigid Upgrades

Feature rollouts take months. Complex licensing dependancies limit agility. Proprietary "walled gardens" limit innovation and drive costs upwards.

Limited Scalability and Availability

Elastic scaling replaces physical capacity (or license limitations) and costly DR strategies.

No Path to Modern AI or Automation

Amazon Connect unlocks access to the industry's best collection of LLM and ML AI tools driving automation, agent assistance, customer self-service and analytics capabilities unmatched by legacy providers.

IVI’s Proven Four-Phase Migration to Amazon Connect

We take a lifecycle approach that delivers measurable business outcomes.

Phase 1 – Discovery & Strategic Roadmap

We document your existing environment, call flows, integrations, and routing logic, then define a modern, AI-ready architecture that aligns with your business goals.

Result: A clear, outcome-based migration plan that modernizes workflows instead of merely replicating them.

Phase 2 – Design & Build the Cloud-Native Foundation

We configure your Amazon Connect instance and redesign outdated IVRs into natural, AI-powered conversations using Amazon Lex and AWS Lambda. We build useable, meaningful dash boarding and reporting for agent management and workforce optimization. And we build the reporting that gives stakeholders access to what they need, when they need it to make informed decisions.

Result: A scalable, secure foundation for omnichannel CX and intelligent automation.

Phase 3 – Phased Migration & Validation

Pilot migrations validate performance, train agents, and ensure seamless number porting with zero downtime.

Confident rollout through controlled, data-driven migration cycles.

Phase 4 – Cutover & Continuous Optimization with Aegis CX

We manage final go-live, decommission legacy systems, and onboard your environment into our Aegis CX co-managed service for proactive optimization.

Result: A co-managed, continuously improving CX platform that evolves with your business.

The Business Impact of Modernizing with Amazon Connect

Outcome	Impact
Lower TCO	Eliminate fixed licensing and long-term contracts; adopt usage-based OpEx and reduce TCO by 40% or more
Improved Customer Experience	Enable seamless, personalized omnichannel interactions, integrated with your key customer data (CRM, EHR, etc)
Increased Agility	Deploy new features, channels, and integrations in hours using a platform built for extensibility.
Future-Ready AI Enablement	Integrate with AWS AI/ML for automation, analytics, and agent/customer assistance.

FAQs: AI Powered IVR and Bots

Which legacy platforms can you migrate from?

We help clients with their migrations from Genesys, NICE, Avaya, Five9, and Cisco platforms, including PureConnect, CXone, In Contact, Aura, and UCCX/UCCE, and WebEx Contact Center.

Can we replicate our current call flows in Amazon Connect?

We modernize, not just replicate. IVI re-architects flows for efficiency and better analytics while improving user experience.

How is agent data and training handled?

We migrate agent profiles and skills, then provide structured enablement and change management to ensure adoption.

What TCO savings can we expect?

Typical savings range from 30–50% over three years by eliminating CapEx, maintenance, and fixed per-agent licensing.

What happens after migration?

Your platform transitions into our Aegis CX co-managed service for continuous optimization, proactive monitoring, and ongoing AI enhancement.

What business outcomes should we expect?

Higher CSAT and FCR, lower average handle time and cost per interaction, reduced agent workload on repetitive tasks, and faster time-to-resolution for customers.

Experience the Difference: Proven Expertise, Tangible Results?

Mastering complexity is our specialty. With decades of hands-on experience, our team excels in executing intricate cloud integrations, critical contact center migrations, and future-focused network transformations, successfully delivering hundreds of projects for enterprise clients across diverse industries.

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Contact Center Migration and Modernization: Move from Genesys, NICE, Avaya, and Cisco to Amazon Connect

De-Risk Your CX Transformation with Intelligent Visibility’s Proven Migration Framework

Migrate from legacy contact centers to Amazon Connect with confidence. IVI modernizes your environment for AI, automation, and omnichannel engagement—delivering a cloud-native CX platform that’s flexible, scalable, and built for the future.