Contact Center Migration Services That Put CX First
Break free from outdated CCaaS systems with Contact Center Cloud Migration Services powered by AI automation. We deliver a fast, disruption-free shift to scalable cloud platforms that cut costs, boost agent productivity, and unlock smarter CX at enterprise scale.
- End-to-End Migration Planning and Execution
- Zero Downtime Cutover Strategies
- Multi-Platform Expertise Across Leading CCaaS Vendors
Trusted by Leading
Industry Clients Globally
Join our esteemed clients who rely on innovative technology solutions to drive their success and growth.
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Trusted by Leading
Industry Clients Globally
Join our esteemed clients who rely on innovative technology solutions to drive their success and growth.
Contact Center Cloud Migration Services Specializing In
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End-to-End Avaya Migration Strategies
Move beyond the limitations of Avaya Aura, Communication Manager, and legacy infrastructure. We develop customized roadmaps for contact center migration for your operations from on-premise capital expenditures to a flexible, operating expense model. Our process ensures critical functionalities like call routing, IVR, and reporting are preserved and enhanced in a new cloud-native environment.
Avaya to Amazon Connect Migration
An Avaya to Amazon Connect migration unlocks the full power of the AWS ecosystem for your contact centre. We help enterprises deploy intelligent, data-driven customer experiences using native services like Amazon Lex for self-service automation and Contact Lens for real-time analytics. This transforms your CX by providing deep insights and enabling rapid innovation.
Avaya to Genesys Migration Expertise
Migrate from Avaya to Genesys Cloud to leverage a market-leading platform for hyper-personalization and workforce engagement management (WEM). We specialize in contact center migration for complex Avaya call flows and vectoring to Genesys Architect flows, integrating CRM data for intelligent routing, and deploying advanced AI features like predictive engagement and agent assist.
Avaya to Cisco Migration Solutions
For organizations invested in the Cisco ecosystem, we facilitate a smooth migration from Avaya to the Webex Contact Center platform. This path offers robust enterprise-grade security, scalability, and deep integration with Cisco networking and collaboration tools. Our contact center cloud migration methodology focuses on creating a unified solution for both UCaaS and CCaaS, ensuring high availability and comprehensive support for large-scale, global operations.
Avaya to Microsoft Teams Phone Migration
Unify your communications by integrating your contact center directly with your collaboration suite. An Avaya to Teams migration consolidates voice, chat, and internal collaboration into a single interface. We help enterprises leverage their Microsoft 365 investment to create a seamless experience for agents, simplifying workflows and reducing context switching between applications, all while enhancing internal call escalation and subject matter expert consultation.
Expertise Across RingCentral, NICE, Five9, Twilio and More
Our contact center cloud migration expertise extends across the entire CCaaS landscape, enabling us to recommend and implement the best-fit platform for your specific business needs.Leverage consumption-based pricing and powerful AWS AI/ML services for ultimate scalability and customization. Deploy agile, cloud-native solutions designed for rapid implementation, ease of use, and powerful out-of-the-box integrations.
Our Contact Center Migration Engagement Models
End-to-End Migration Management
Ideal for organizations seeking a complete, turnkey solution. We manage every phase, from initial discovery and platform selection to final cutover and post-launch support.
Strategic Advisory and Augmentation
Integrate our certified migration experts into your internal IT team to provide strategic guidance, accelerate project timelines, and fill critical skill gaps during a self-managed migration.
Phased Modernization and Optimization
For complex environments or risk-averse organizations, we offer phased approaches, starting with specific business units or functionalities, and provide ongoing optimization services post-migration.
Contact Center Migration Process and Technology Focus
Legacy System Assessment
Cloud Target Platforms
CRM & API Integration
CX/Workflow Discovery
Our CCaaS Migration Process
Discovery and Strategic Assessment
Solution Design and Migration Planning
Configuration and Integration
Validation and User Acceptance Testing (UAT)
Cutover and Go-Live
Optimization and Ongoing Support
Latest Trends in Contact Center Migration
AI-Driven Agent Assist and Self-Service
The primary trend involves leveraging AI not only for customer-facing chatbots but also for real-time agent assistance. AI tools listen to conversations to provide agents with knowledge base articles, customer sentiment analysis, and next-best-action suggestions, drastically reducing training time and improving resolution rates.
Convergence of UCaaS and CCaaS
Organizations are aggressively breaking down silos between internal collaboration (UCaaS like Teams or Zoom) and external customer service (CCaaS). Integrating these platforms allows agents to seamlessly pull subject matter experts from the back office into a live customer interaction, resolving complex issues on the first call.
Data Analytics for Proactive CX
Modern cloud platforms enable sophisticated analysis of interaction data from all channels. Businesses are moving beyond reactive reporting to predictive analytics, identifying potential customer churn, recognizing emerging issues, and optimizing workforce schedules based on forecasted demand and agent skills.
Composable Enterprise and API-First Architecture
Instead of relying on a single vendor for all functionalities, businesses increasingly use API-first platforms (like Twilio Flex or Amazon Connect) to build "composable" contact centers. This allows them to pick best-of-breed solutions for WFO, AI, or payments and integrate them into a custom-tailored solution.
Advanced Workforce Engagement Management (WEM)
There is a move towards Workforce Engagement Management (WEM). Cloud platforms use AI for real-time coaching, automated quality management, and gamification. This strategy directly aims at improving employee satisfaction and development for better retention.
Our Success Stories
Migrating Genesys CCaaS to Amazon Connect for a Major Ticketing Platform
Our client is a major ticketing platform with 500+ employees helping handle bookings for events online. This company receives on average 1,500+ customer calls monthly.
With Entrans, the contact center cloud migration resulted in not just improved operational efficiency, but a clear improvement in customer support quality. This was done through adding intelligent AI voice agents able to join customer calls (and respond intelligently through an NLP layer) and also redirect calls to real agents if needed.
3X Revenue Growth for a Leading Consulting Firm Through Its Existing CCaaS
Our client is a premier management consulting firm with 500+ consultants serving Fortune 500 companies across strategy, operations, and digital transformation. They conduct 2,000+ client meetings monthly.
The result was enabled through our own agentic AI platform, Thunai, using AI voice agents to attend calls, automated call scoring and sentiment analysis on ALL calls, and the usage of AI chat agents and email agents for automated responses.
FAQs on Contact Center Cloud Migration
The primary drivers include high maintenance costs for on-premise hardware, difficulty integrating modern digital channels (web chat, social media), lack of scalability, and the need to access advanced AI and automation features that are only available on cloud-native platforms like Genesys, Amazon Connect, or NICE.
The top risks with contact center migration are service disruption (downtime), poor audio quality post-migration (network issues), data loss or corruption during transfer, and poor user adoption due to inadequate training or workflow changes. A thorough discovery phase and phased rollout strategy mitigate these risks.