Solutions
Move Off Legacy Without Betting the Operation
Migrating from an on-premise or legacy contact center to a cloud-native platform — sequenced so that each phase delivers value and no single step can take the whole operation down.
- Legacy migration
- Cloud architecture
- Integrations
- Operating model
What modernization actually involves
The platform swap is the visible part. The integrations, data, and operating model are where programs succeed or stall.
Migration Assessment
An inventory of queues, flows, integrations, reports, and the undocumented behaviour that only becomes visible when you try to move it.
Target Architecture
Cloud contact center architecture covering telephony, routing, data, security, and the AI capability you will want in eighteen months.
Phased Migration
Cutover sequenced by business unit, queue, or journey — with pilot groups, parallel running, and a rollback plan for each phase.
Integration Rebuild
CRM, ticketing, order, and data integrations rebuilt on modern interfaces rather than carried across as-is.
Reporting Continuity
Making sure the numbers the business runs on still exist after the migration, and reconcile against the old platform.
Operating Model
Who administers what, how changes get made, and the runbooks and skills your team needs on the new platform.
Modernization scope
- Legacy platform discovery and inventory
- Migration strategy and sequencing
- Amazon Connect target architecture
- Telephony and number migration
- Contact flow rebuild
- Routing and queue redesign
- CRM and system integration
- Data and reporting migration
- Security and compliance architecture
- Pilot, parallel running, and cutover
- Agent and supervisor enablement
- Post-migration optimization
Frequently asked questions
How long does a migration take?
It depends far more on integration complexity and organizational readiness than on the contact center platform itself. A single-site operation with two integrations is a different exercise from a multi-region estate with bespoke middleware. We size it during assessment rather than quoting a number up front.
Can we run both platforms during the transition?
Usually yes, and often we recommend it. Parallel running costs more for a period but dramatically reduces the risk of a hard cutover. Where number portability or integration constraints make it impractical, we say so during assessment.
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Let’s build smarter, more intelligent experiences—together.