Avaya to Amazon Connect Migration: Step-by-Step Guide for CCaaS Modernization (5 Steps)

Amazon Connect has a dependable, cloud-based design that uses an API-first setup for smooth connections.

This is one of the MAIN reasons companies are migrating from Avaya to Amazon Connect.

Aside from this, companies also see a drop in daily costs. And at the same time, agents get better tools and features to do their work quickly. 

Moving from an older system gives businesses the freedom to create newer automation and customer success strategies.

To do this, migrating from Avaya to Amazon Connect helps them meet customer needs - and here’s how you can go about it!

When to Consider Migrating from Avaya to Amazon Connect?

Avaya and Amazon Connect are both key systems for large contact centers. But they are very different in their design, concepts, and daily work.

Choosing to switch to Amazon Connect is a planned business decision. It shows a desire to move past the limits of older systems like Avaya.

This lets a company use a more flexible, cost-effective, and lasting model for customer and employee interactions.

• Avaya's On-Site Model is built on physical hardware and detailed licenses. It can be changed in many ways. But this design often creates a fixed system that is hard to adjust. It can be costly to set up and difficult to manage.
  
• Amazon Connect's Cloud Platform is a Contact Center as a Service (CCaaS). It is built with a modern microservices design on AWS. It is made for easy use and can grow or shrink as needed. New features are added regularly without stopping work. It is a complete toolkit for managing AI-assisted customer experiences.

Benefits of Migrating from Avaya to Amazon Connect

Migrating from the older Avaya platform to the Amazon Connect system gives several major benefits. These points create a strong business case for an Avaya to Amazon Connect move.

1. A New Financial Method

Amazon Connect changes the money picture for a contact center. It moves spending away from large, upfront Capital Expenditures (CapEx).

Instead, it uses a pay-as-you-go Operational Expenditure (OpEx) model.

This gets rid of costs for servers, data center space, and hardware maintenance. A Forrester study showed a 241% Return on Investment (ROI). The payback period was often less than one year.

2. Better Agent Performance and Workflows

The platform gives agents a single, web-based view. This view brings together all customer channels and information.

This setup is shown to improve how well agents can work.

This improvement leads to better customer results. For example, the airline ANA X saw a 58% decrease in monthly running costs. They could also make system changes 50% faster after their move.

3. A Path for Constant Improvement

As a top CCaaS solution, Amazon Connect receives new ideas from AWS all the time. New features in AI and machine learning are released constantly. This happens without needing big, disruptive update projects. 

This method protects the investment made in moving from Avaya to Amazon Connect. It gives continuous access to new tools. This helps the business stay ahead of customer needs.

4. A Dependable System for Growing Businesses

Built on Amazon Web Services (AWS), Amazon Connect can grow or shrink to handle demand. The platform's consistency is supported by a 99.999% uptime SLA for some clients. 

This model moves the job of managing the technical setup from the company's IT team to the vendor. This supports business continuity and system strength without needing extra data centers.

5. Built-in AI and Automation Tools

Amazon Connect is closely connected with all AWS AI services. This includes Amazon Lex for making smart conversational bots. It also includes Amazon Polly for natural-sounding text-to-speech. 

These tools automate common questions. They give agents real-time data with Contact Lens. They also help in designing smart customer journeys. Getting these functions on an Avaya system would require difficult and expensive work with other vendors.‍

Step-by-Step Plan for Your Avaya to Amazon Connect Migration

Without a clear and organized plan, an Avaya to Amazon Connect move can become a risky project.

But by breaking the project into clear, separate stages, a business can manage this change with confidence and little disruption.

1. Discovery and Goal Setting

A smooth migration from Avaya to Amazon Connect starts with a full understanding of the current system. It also needs a clear, measurable picture for the future. 

This first stage is a planning exercise to define what success looks like for your business. It is much more than a simple technical check. 

Main steps in this stage:

• Form a team with people from IT, operations, business leaders, and agents. Hold meetings to agree on SMART goals. Define the Key Performance Indicators (KPIs) that will be used to measure success.
  
• Do a complete review of the current Avaya setup. This means documenting all call flows, IVR menus, data connections, custom reports, and physical equipment.
  
• Find areas for process updates. Identify slow or old workflows that can be redesigned using Amazon Connect's own features, like replacing button-press menus with conversational AI. 

2. System Design and Project Planning

With a clear picture in place, the next step is to create a detailed technical and work plan. 

This stage is for designing the new solution and making a full roadmap for the Avaya to Amazon Connect migration.

The most recommended method is the "strangler" pattern, where Amazon Connect handles all incoming calls first.

Main steps in this stage:

• Design the hybrid setup that lets Avaya and Amazon Connect work together during the move. This includes planning phone connections and defining how data will be accessed from the cloud using APIs and AWS Lambda.
  
• Create a detailed, phased project plan. This document must show clear milestones, good timelines, and who is responsible for what. It should also include a risk management plan and a communication plan.
  
• Set up a clear project governance structure. Define roles, duties, and the decision-making process to prevent delays and keep everyone accountable.
  

3. Phased Setup and Service Movement

The technical work of the Avaya to Amazon Connect move should be a step-by-step process. It should not be a single "big bang" event. 

The main idea is to lower risk by moving in controlled stages. This means building the basic functions in the new system first. 

Then, users are moved from Avaya to Amazon Connect in groups. This lets the team test, check, and adjust the solution with real user feedback.

Main steps in this stage:

• Recreate main services in Amazon Connect. This means setting up basic parts like queues, routing profiles, and simple contact flows that act like the old Avaya setup. This creates a baseline for testing.
  
• Start a pilot program for the Avaya to Amazon Connect move. A small group of agents is moved to the new platform. This acts as a real-world test. This stage is important for finding and fixing unexpected problems in a safe setting.
  
• Use a phased rollout plan. After a good pilot, move the other users in logical groups, like by department. This method lessens disruption to daily work.

4. Full Testing and Solution Checking

A big concern during any platform move is making sure the new system works as needed. It must also meet all business requirements.

A separate stage for User Acceptance Testing (UAT) and Quality Assurance (QA) is necessary. This is the final check in the Avaya to Amazon Connect move before the new system is live and the old one is turned off.

Main steps in this stage:

• Carry out a complete feature check. Test every important function to be sure it works correctly in the new Amazon Connect setting.
  
• Run performance and load tests. Simulate busy times to check the system's stability and speed. This confirms it can meet its uptime SLA.
  
• Check all data connections and workflows. Confirm that data is moving correctly and safely between Amazon Connect and other company systems, like your CRM.

5. Driving User Acceptance and Ongoing Improvement

The Avaya to Amazon Connect project does not end when the technology is set up. It ends when it is fully used and creates value.

The final success of the change depends on user acceptance and the company's ability to use the platform's advanced features.

This last stage is a continuous cycle meant to get the most out of the investment.

Main steps in this stage:

• Start a full change management and training program. Give role-specific training for agents, supervisors, and administrators. This helps them become comfortable and skilled with the new tools.
  
• Promote the use of new features. Encourage teams to use new tools like AI-powered analytics and real-time agent help to find new ways to work better.
  
• Hold regular value reviews. Constantly measure performance against the original business case and KPIs. Use the platform's data to find slowdowns and chances for more improvement.
  

Handling Common Problems in an Avaya to Amazon Connect Move

During an Avaya to Amazon Connect migration, teams will face problems. These can range from missing features that disrupt work to a new data model to the human side of change. Here is how to handle these common issues.

1. Dealing with Feature Gaps and a New Mindset

When a company moves to Amazon Connect from Avaya, they learn that not every feature from the old product exists in the new platform. 

For example, things like voicemail boxes or simple extension dialing are not built-in. To get them, custom work is needed, usually with AWS Lambda. 

This shows a key difference in thinking that can cause user unhappiness if not managed well. 

How to deal with this:

• Do a detailed feature-comparison review during the discovery stage. This will help you find all must-have functions for your Avaya to Amazon Connect move.
  
• For any missing features, make a choice. You can either redesign the business process to fit modern cloud workflows. Or you can budget for custom work using AWS services to build an alternative.
  
• Manage user expectations with clear communication. Explain that the goal is to build a better, more flexible solution, not just a copy of the old system.
  

2. Managing the New Reporting and Data System

The biggest technical challenge may be the switch from Avaya's static reports to Amazon Connect's real-time data stream. 

In Amazon Connect, all interaction data is captured in Contact Trace Records (CTRs) and sent through Amazon Kinesis. This means a basic metric like Average Handle Time (AHT) is not a ready-made field. It must be figured out from the raw data. 

This change can be a big problem for BI and WFM teams. They must rebuild their reports and dashboards to keep data consistent. This can lead to a loss of performance information if not planned for.

How to deal with this:

• Include your Business Intelligence (BI) and Workforce Management (WFM) experts in the project team from day one of your Avaya to Amazon Connect move.
  
• Plan for a reporting and analytics rebuild that will take several months. This is a large task that needs special time and skills.
  
• Work with a move partner who has deep knowledge of AWS data services. They can speed up the building of new data pipelines, reports, and dashboards.
  

3. Overcoming User Resistance and the IT Skills Gap

An Avaya to Amazon Connect move is a change for people as much as it is for technology. IT teams used to managing on-site hardware must learn new skills in cloud services, APIs, and DevOps. 

At the same time, agents and supervisors who have used the same tools for years may not want to change their work habits. This can lead to low use of the new system and poor morale if not handled well.

How to deal with this:

• Start a formal change management program. It should clearly explain the benefits for each user group, from agents to administrators.
  
• Invest in specific training and AWS certification for your IT team early in the project. This helps build the needed cloud skills inside the company.
  
• Involve users from all levels in the design, testing, and pilot stages. This creates a sense of ownership. It also makes sure the new system meets their daily work needs.

Partner with Experts for Your Avaya to Amazon Connect Move

The limits of your old Avaya system can stop you from giving a modern customer experience. Migrating to Amazon Connect opens up flexibility, big cost savings, and a powerful, AI-assisted platform for new ideas.

At Entrans, we specialize in handling the details of this move. From reworking data analytics to redesigning contact flows for better performance, we manage every step.

Are you looking for an experienced partner for your Avaya to Amazon Connect migration? 

Our team is ready to create a clear, low-risk roadmap and guide you to a successful launch.

Contact us today to schedule a free consultation!

Avaya to Amazon Connect Move: Frequently Asked Questions

1. Is Amazon Connect more than a phone system?

Yes. It has strong phone features. But Amazon Connect is a complete, all-channel Contact Center as a Service (CCaaS) platform. It brings together every customer contact point—including voice, chat, and messages—into one system.

2. How would you classify the Amazon Connect platform?

Amazon Connect is a cloud-native Contact Center as a Service (CCaaS) platform. It is also called an AI-assisted Experience Orchestration platform because of its close connection with AWS's machine learning services.

3. What is the technical foundation of Amazon Connect?

Amazon Connect is a cloud-native service. It is built completely on the worldwide system of Amazon Web Services (AWS). This foundation gives it a great capacity to expand, high-level security, and strong consistency.

4. Does Amazon Connect use VoIP?

Yes, Voice over Internet Protocol (VoIP) is the main technology used by Amazon Connect for all voice calls. This lets voice be sent as data over the internet. This gives much more flexibility and connection options than old phone lines.

5. How do agents use Amazon Connect?

Agents and supervisors use all Amazon Connect tools through a web browser. Phone service is handled in a flexible way. Many use a Bring Your Own Carrier (BYOC) model with SIP trunking. Or, they can move phone numbers to AWS for an all-in-one service.

6. Does Amazon Connect replace our CRM?

No, Amazon Connect is not a CRM. It is a customer experience platform. It is designed to connect smoothly with top CRM systems like Salesforce, Zendesk, and ServiceNow. It improves your CRM by adding a powerful, connected communication layer.

7. Does Amazon Connect have an outbound dialer?

Yes, Amazon Connect includes outbound dialing tools for proactive customer campaigns. But the dialer is just one part of its full set of inbound and outbound contact center features.

8. Is moving from Avaya to Amazon Connect a good business decision?

Yes, for most companies, this move is a necessary planned step. It lets a company leave the costs and limits of old on-site equipment. They can then use a modern, flexible, and new cloud platform. Gartner recognizes it as a Leader in the CCaaS market.

9. What is the usual cost of an Avaya to Amazon Connect move?

The project needs an upfront investment in planning and services. But the long-term money benefits are large. A Forrester study found a 241% ROI. This is because costs for hardware, maintenance, and licenses are removed. Most companies get their investment back in less than a year.