Learn how Genesys to Amazon Connect migration reduces costs, enables AI-powered customer service, and modernizes your contact center with a proven migration roadmap.
A contact center should help your business grow and not hold it back. If you are running Genesys, it can also feel heavy, rigid, and expensive. Moving to Amazon Connect changes the game here by offering many advantages, such as pay-as-you-go pricing and greater freedom for developers.
In this blog, we will unravel the process of this migration and explain why your teams will be thankful to you for it.
Evaluation of contact center infrastructure is an ongoing process to ensure a good customer experience. Although Genesys Cloud is an advanced and rich CCaaS platform, there are more reasons to migrate to Amazon Connect.
The cases when to consider making the switch to Amazon Connect are
In general, if you are finding yourself in a situation where Genesys becomes too expensive to maintain, Genesys does not scale well, the adoption of AI takes time, or your infrastructure is outdated, then it could be time for you to start thinking about making the migration to Amazon Connect.
From the standpoint of future-proofing one’s dedication towards achieving customer experience, the Genesys to Amazon Connect migration presents itself as a complete paradigm change. The core benefits we get from making the switch are
For a smooth transition from Genesys to Amazon Connect, many things need to be done before the migration itself. All the contact flows, integrations, reports, and customer journeys must be analyzed to ensure there will be no issues during the migration process.
To ensure minimal downtime and maintain zero friction for your agents, follow the step-by-step enterprise migration roadmap below.
But before you start writing a single line of cloud configuration code, you need to define the exact perimeter of your existing environment.
Inventory Your Assets: List all the incoming and outgoing phone numbers, IVR hierarchy structure, routing tables, and agent queues.
Look at IVRs and call flows, routing policies and queues, voice, chat, email, and messaging channels, your CRM integrations, third-party systems integration, agent desktop configuration, and phone number configuration. Confirm your carrier porting timeline or explore AWS direct telephony options.
Ensure that there are specific business and technical objectives before implementing the new environment. Common objectives include reduced cost of operations, scalability, self-service with AI features, enhanced customer experience, improved reporting, increased reliability of the platform, and remote agent support.
Create an Amazon Connect setup that can handle the organization's existing and anticipated needs. Set up user roles, security policy, routing profiles, queues, operating hours, and contact flows.
Design decisions include contact flow architecture, queue and routing strategy, user roles and permissions, telephony configuration, disaster recovery planning, security controls, AWS service integrations, and multi-region requirements. Establish data routing parameters, configure agent workstation firewalls to accept Amazon Connect softphone WebRTC traffic, and set up Amazon S3 buckets to store call recordings securely.
Recreate your IVR menus using the Amazon Connect visual contact flow editor. Here, try to remove unnecessary routing steps and introduce AI-driven automation where appropriate. Connect your workflows to external CRMs or databases using AWS Lambda. Establish your queues, set up operating hours, and link them to Agent Routing Profiles based on languages, skills, or tier priorities.
Amazon Connect seamlessly integrates with business systems that your agents rely on every day. Typical integrations include CRM platforms, ticketing systems, ERP applications, identity providers, workforce management tools, quality management platforms, business intelligence solutions, and payment systems.
Add Amazon Connect’s native AI capabilities during the migration rather than adding them later. Possible enhancements include: conversational chatbots, voice bots, intelligent call routing, real-time agent assistance, call summarization, sentiment analysis, and automated post-call tasks.
Use automated volume simulators with concurrent synthetic calls. This checks whether your AWS Lambda functions and CRM APIs work correctly. Put actual agents in a sandbox environment to ensure the interface layout, audio quality, and customer transfer mechanics run perfectly. By doing user acceptance testing, one can ensure that supervisors and agents confirm that workflows function as expected.
Provide training to agents, supervisors, and administration with Amazon Connect before implementation. Include instruction in call management, call transfers, reporting, dashboards, AI functionalities, and new workflows.
Prepare users by covering agent desktop navigation, contact handling, supervisor handling, supervisor dashboard, reporting tools, new AI capabilities, updated workflows, and troubleshooting procedures. This ensures that well-prepared employees adjust faster and minimize productivity losses during implementation.
Step 9: Execute a phased Cutover
As opposed to moving all teams at once, start by rolling out the project on a pilot basis. Observe system functionality, call quality, customer feedback, and other relevant operational indicators before deploying further. This is one of the ways to detect and solve any problems associated with the move.
Once the pilot metrics check out, execute your phased rollout schedule across the remaining business units. Migration does not end after production cutover. Monitor key performance indicators (KPIs) such as average handle time, first contact resolution, queue wait times, customer satisfaction, agent productivity, call quality, AI performance, and system reliability.
Any migration comes with a set of challenges, and so does Genesys to Amazon Connect. Treating it as a simple software update leads to messy rollouts.
Most of the Genesys to Amazon Connect migration challenges can be addressed through proper planning, phased deployment, and testing.
Migrating from Genesys to Amazon Connect requires careful planning to maintain business continuity and deliver a smooth customer experience. As an AWS Advanced Tier Services Partner, Entrans streamlines this transition, transforming your customer experience into an agile, cost-efficient ecosystem.
We handle every step of your migration journey with zero business disruption. We execute secure, risk-managed cutovers to protect everyday operations.
Partner with Entrans to successfully unlock 100% usage-based cost savings and deploy custom generative AI solutions built to scale in parallel to your business growth. Book a consultation call with us.
Genesys to Amazon Connect migration timeline varies based on the size and complexity of your contact center. A standard enterprise migration typically takes 8 to 16 weeks.
No. With proper planning and a phased deployment approach, downtime can be minimized. Instead of carrying out a big-bang cutover, opt for phased migration.
Genesys, you pay a flat rate for maximum seat capacity year-round. But in Amazon Connect, your pricing model changes from a fixed monthly per-seat licensing model to a 100% consumption-based pay-as-you-go model.
Yes. Existing phone numbers can typically be ported to Amazon Connect with proper planning and coordination with your telecom provider.
Amazon Connect supports native AI services such as conversational bots, agent assistance, call summarization, and sentiment analysis through AWS. Since Amazon Connect is built directly on the AWS infrastructure, it grants instant, out-of-the-box access to tools such as Amazon Bedrock and Amazon Lex.
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