Skip to main content

Modernize your IVR at scale with Amazon Connect

As Nuance sunsets their CX product suite, businesses may be left uncertain. Amazon Connect offers flexible IVR options to meet your unique needs and timelines.

Contact us

Overview

Amazon Connect, an AI-powered cloud contact center solution from AWS, enables companies of all sizes to deliver superior customer experiences at a lower cost. Customers across all industries have successfully migrated from on-premises, hosted managed service, and cloud-based Interactive Voice Response (IVR) solutions, while improving customer satisfaction, containment, intent accuracy, first call resolution, speed to innovate, and more.

Benefits

Rapidly test, deploy, and scale with native conversational AI capabilities for natural language understanding (NLU), automatic speech recognition (ASR), and natural-sounding, multilingual text-to-speech. Maintain complete access and control over the application, while benefiting from continuous innovations in speech, generative AI, and more.

Eliminate the lengthy and costly integration work required for some third-party NLU/ASR and text-to-speech components. Rapidly design, test, iterate, and deploy AI-powered self-service experiences without the overhead of managing complex technology stacks and vendor relationships.

Refined through hundreds of successful IVR migrations from legacy systems, Amazon Connect offers flexible migration paths designed to fit a variety of customer goals and timelines.

Amazon Connect is a pay-as-you-go cloud contact center. There are no required minimum monthly fees, long-term commitments, or upfront license charges, and pricing is not based on peak capacity, agent seats, or maintenance; you only pay for what you use.

Flexible IVR migration options to fit your timeline and goals

Amazon Connect offers a variety of migration options for your timeline, unique needs, and business objectives. If your existing solution is going end-of-life, we offer paths to start quickly, migrate existing applications to get you like-for-like, and an opportunity to modernize at your pace.

Run new and legacy applications in parallel

For a quick start, establish familiarity with Amazon Connect IVR, telephony, and reporting by integrating with your existing IVR and speech solutions and scale up speech (ASR/NLU) applications over time. Amazon Connect enables you to test, learn, and grow contact center capabilities at your own pace through seamless integration with legacy environments.

Migrate existing IVR applications

Migrate your existing IVR and speech applications to Amazon Connect. Streamline the process of lifting and shifting your legacy voice applications with acceleration tools from  AWS Partners and  AWS Professional Services.

Modernize and optimize

Reimagine your IVR strategy with Amazon Connect. Drive operational efficiency and customer satisfaction by modernizing with AI/ML-powered IVR. Extend and enhance end-customer self-service experiences with powerful, customizable generative AI capabilities, while providing the right guardrails and granular controls for responsible deployment.

AWS Partners for IVR modernization

Our trusted IVR partners offer a variety of migration accelerators, making it easier to move existing IVR applications to Amazon Connect and rapidly built and optimize new experiences.

NeuraFlash logo with a blue flame design, labeled as an AWS Partner. NeuraFlash
PwC logo representing an AWS Partner, with stylized letters 'pwc' and a colorful block design above. PWC
Convai logo with the tagline 'Automated Intelligent Conversations', AWS partner branding, black and red text on a white background. Convai
TTEC Digital logo for AWS Partner, displayed in a rectangular format. TTEC Digital
The logo of AWS Partner WeConnect, featuring the word 'CONNECT' in bold black letters with a magenta underline. Connect
CloudHesive logo featuring a cloud with stylized buildings and the tagline 'securing your enterprise in the cloud', representing its status as an AWS partner. CloudHesive

Additional resources

2024 Leader in the Gartner Magic Quadrant for Contact Center as a Service

Read the full Gartner report

On-demand webinar: Delivering personalized self-service at scale with AI-powered IVR

Watch now

Customer stories

National Australia Bank

Watch video »
Missing alt text value

TransUnion

Missing alt text value

DoorDash

Read the case study »
Missing alt text value

Priceline

Read the case study
Missing alt text value

Air Canada

Watch the video »
Missing alt text value