Genesys Migration

Moving from Genesys to Amazon Connect

Whether you're on PureCloud, Engage, or an on-premises Genesys estate — you've decided to move. We execute phased migrations that translate your routing logic, rebuild your IVRs, and get agents onto Connect without a service outage.

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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 Genesys

Genesys platforms are powerful but expensive and complex to operate. Teams searching for a Genesys migration partner have typically already compared total cost of ownership — they need execution, not another platform evaluation.

  • Complex, opaque licensing across PureCloud, Engage, and add-on modules

  • IVR and routing changes that require Genesys-certified developers and long lead times

  • Per-agent pricing that doesn't align with actual call volume or seasonal staffing

  • Fragmented agent experience across Genesys desktop, CRM, and third-party tools

  • On-premises Engage estates with hardware refresh cycles and end-of-support pressure

  • Vendor lock-in that makes integrating modern AI and self-service capabilities costly

Migration methodology

Seven phases. No big-bang cutover.

A phased approach that de-risks cutover from Genesys 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.

  • Genesys routing becomes Routing and queues
  • Genesys IVR becomes Contact flows + Lex
  • Genesys desktop becomes Agent workspace
  • Add-on licensing becomes Pay-per-use pricing
  • On-prem Engage 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 Genesys Behind?

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

Start your projectBook a 30-minute session

Prefer email? info@guidedreach.com