Moving from Avaya to Amazon Connect
You've already decided to leave Avaya. The question is how to get off CM, AES, and Experience Portal without a risky big-bang cutover — and who can execute a phased migration that keeps agents on calls throughout.
Book a 30-Minute Amazon Connect AssessmentWhy Teams Are Leaving Avaya Now
Avaya estates are expensive to maintain, hard to scale, and increasingly difficult to staff. Most teams searching for an Avaya migration partner have already budgeted the move — they need a team that has done it before.
- ✓ Rising maintenance contracts on CM, AES, and Experience Portal with shrinking vendor support
- ✓ Per-seat licensing that doesn't flex when call volume drops or agents go remote
- ✓ Complex on-premises infrastructure — servers, gateways, and trunks that require dedicated ops staff
- ✓ IVR changes that require specialist Avaya developers and weeks of lead time
- ✓ No elastic capacity for seasonal spikes without buying hardware you won't use year-round
- ✓ Agent desktop integrations bolted onto AES that break when either side updates
A Transportation Agency Migration
40+ Agents Migrated to Amazon Connect
Challenge: Legacy contact center limiting agent effectiveness, with fragmented workflows and no integration with third-party dispatch and service tools.
What we built: Full Amazon Connect migration from legacy platform, custom CRM integration into agent workspace, IVR redesign, and supervisor reporting.
Outcomes: Migrated 40+ agents off legacy infrastructure. Integrated third-party data directly in agent desktop. Improved first-call resolution with reduced handle time.
Migration Methodology
A phased approach that de-risks cutover from Avaya and keeps live operations running throughout the transition.
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Design
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Pilot
Cutover
Hypercare
Ready to Leave Avaya Behind?
Book a 30-minute working session with a senior Amazon Connect architect who has executed Avaya migrations.
Book a 30-Minute Amazon Connect Assessment