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.
Book a 30-Minute Amazon Connect AssessmentWhy 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
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 Genesys and keeps live operations running throughout the transition.
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Design
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Test
Pilot
Cutover
Hypercare
Ready to Leave Genesys Behind?
Book a 30-minute working session with a senior Amazon Connect architect who has executed Genesys migrations.
Book a 30-Minute Amazon Connect Assessment