Avaya Migration

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.

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AWS Partner, Advanced Tier ServicesFounded by former AWS Amazon Connect specialists

Case study · Transportation Agency 40+ agents migrated off legacy infrastructure See the project

The problem

Why 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

Migration methodology

Seven phases. No big-bang cutover.

A phased approach that de-risks cutover from Avaya and keeps live operations running throughout the transition.

  1. Discover

    We inventory your current routing, IVRs, integrations, and reporting.

  2. Design

    Every component gets an Amazon Connect equivalent and a place in the cutover plan.

  3. Build

    Amazon Connect is built alongside your current platform, which keeps taking calls.

  4. Test

    Test calls run through every flow and integration before any agent moves.

  5. Pilot

    A first group of agents or queues goes live while everyone else stays put.

  6. Cutover

    The remaining queues and phone numbers move over in planned waves.

  7. Hypercare

    The same senior architects stay on after cutover to tune routing and fix issues fast.

  • Communication Manager becomes Routing and queues
  • Experience Portal IVR becomes Contact flows + Lex
  • AES desktop links becomes Agent workspace
  • Gateways and trunks becomes Connect telephony
  • On-prem servers becomes Managed by AWS

Case study

A Transportation Agency Migration

40+ Agents Migrated to Amazon Connect

40+agents migrated off legacy infrastructure

Amazon Connect

Transportation Agency: Amazon Connect Migration

The 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
Plan a similar project (like Transportation Agency)

Start a conversation

Ready to Leave Avaya Behind?

Book a 30-minute working session with a senior Amazon Connect architect who has executed Avaya migrations.

Start your projectBook a 30-minute session

Prefer email? info@guidedreach.com