ConnectGen - On-Premises to Amazon Connect Migration

Legacy on-premises contact center systems (Avaya, Cisco, Genesys, Nortel) are costly to maintain, hard to scale, and increasingly disconnected from modern CX and AI capabilities. ConnectGen, an AWS Advanced Tier Amazon Connect Delivery Partner, delivers structured, low-risk migrations to Amazon Connect that preserve your business logic while unlocking cloud-native scalability and pay-as-you-go economics.

Our engagement follows a clearly defined phased approach with named deliverables at each stage:

Phase 1 - Discovery and Assessment (Typical: 2-4 weeks)

• Map existing IVR flows, routing logic, skill groups, integrations, and telephony (ITS/DID/DTF) topology
• Deliverables: Current-state architecture document, IVR mapping report, migration readiness assessment, and risk register

Phase 2 - Design and Re-Architecture (Typical: 3-6 weeks)

• Re-architect legacy configurations into Amazon Connect contact flows optimized for cloud-native operation
• Deliverables: Target-state architecture, contact flow designs, integration specifications, and cutover runbook

Phase 3 - Build, Test, and Parallel Run (Typical: 4-8 weeks)

• Number porting coordination, carrier cutover planning, and parallel-run testing to validate business continuity
• Deliverables: Configured Amazon Connect environment, test results documentation, and validated rollback plan

Phase 4 - Phased Cutover and Go-Live

• Controlled migration with rollback contingencies to ensure zero disruption to live customer service operations
• Deliverables: Cutover execution report, staff training curriculum, and knowledge transfer sessions

Phase 5 - Post-Migration Optimization

• Layer in Contact Lens analytics, Agentic AI capabilities, and CRM/WFM integrations not possible on the legacy platform
• Deliverables: Optimization roadmap, managed support SLA, and ongoing enhancement recommendations

This methodology is informed by real customer migrations, including a completed Amazon Connect modernization engagement for Edcor. Our approach follows AWS Migration Acceleration Program (MAP) best practices where applicable.

To ensure a successful engagement, customers should be prepared to provide:

• Administrative access to existing contact center platform
• Current IVR flow documentation (if available)
• Carrier account details for number porting coordination
• Designated project stakeholders for decision-making

Our migration service covers single-site and multi-site deployments across supported legacy platforms including Avaya, Cisco, Genesys, and Nortel systems.

Engagements are scoped and priced based on agent count, platform complexity, number of integrations, and site count. Contact us to schedule a migration assessment where we evaluate your current environment and provide a tailored migration plan with timeline and investment estimate.

During migration, ConnectGen handles sensitive data including historical call records, IVR configurations, and telephony topology. We apply encryption for data in transit and at rest, enforce role-based access controls for all staff working in customer environments, and follow secure number porting procedures. Data retention and destruction policies are defined as part of each engagement agreement.

Schedule a free migration assessment to map your legacy environment and receive a phased migration plan tailored to your organization.