Amplify Amazon Connect Migration & GenAI Transformation Service

Legacy contact center platforms can limit customer experience, increase operating complexity, fragment customer data, and make it difficult to introduce automation and generative AI. Amplify Total Experience helps organizations migrate to Amazon Connect and deploy secure, scalable customer-service capabilities across voice and digital channels.

Amplify provides strategy, AWS architecture, implementation, integration, testing, workforce enablement, cutover, and post-launch support through a single transformation engagement. The service can support migrations from platforms such as Genesys, Cisco, Avaya, NICE CXone, Five9, and Twilio while minimizing disruption to customers, agents, and business operations. What is included • Discovery, migration, and GenAI use-case planning: Stakeholder workshops, current-state review, requirements definition, use-case prioritization, value hypotheses, migration roadmap, and cutover planning. • Solution architecture: A scalable Amazon Connect design covering contact flows, queues, routing profiles, users, security profiles, telephony, and supported digital channels. • Platform configuration and development: Amazon Connect instance setup; voice, chat, and SMS workflows; number planning and porting coordination; and configuration of agreed customer experiences. • Integration expertise: Proven experience integration with Salesforce, ServiceNow, Jira, Snowflake, GitHub and other custom homegrown platforms. • Contact center expertise: Intimate expertise with Five9, Twilio, and Nice CxOne, Genesys, Cisco, and Avaya. • Generative AI architecture and guardrails: Design conversational journeys, brand and policy constraints, human-escalation rules, responsible-AI controls, prompt standards, and security requirements for approved customer and agent use cases. • Intelligent self-service: Configure approved conversational experiences using Amazon Connect with Amazon Lex, Amazon Bedrock, or related AWS services for use cases such as FAQs, order status, returns, appointment or inventory inquiries, and proactive notifications. • Knowledge base and RAG enablement: Prepare, ingest, index, and test approved policies, procedures, FAQs, and other enterprise content using Amazon Bedrock Knowledge Bases or an agreed retrieval-augmented generation architecture. • AI-assisted agent experience: Configure approved Amazon Q in Connect capabilities for contextual recommendations and agent assistance, with Amazon Connect Contact Lens. • Integrations: Design and implementation of agreed integrations with CRM, e-commerce, workforce, operational, analytics, or other business systems. • Testing and readiness: System, integration, security, load, conversational, retrieval, hallucination-risk, escalation, and user acceptance testing; operational playbooks; and launch-readiness validation. • Controlled pilot and optimization: Launch agreed GenAI journeys to a limited cohort, analyze interaction results, refine prompts and conversational paths, validate handoffs, and prepare the approved solution for production. • Training and change enablement: Role-based training for agents, supervisors, administrators, business teams, and third-party service providers. • Cutover and hypercare: Production deployment, channel cutover, performance monitoring, issue resolution, documentation, and post-launch support for the period defined in the private offer. Customer outcomes • A modern, cloud-based customer contact platform designed for flexibility and scale. • Unified customer interactions across supported voice and digital channels. • Lower migration risk through structured discovery, testing, cutover, and hypercare. • Prepared agents, supervisors, and administrators with documented operating procedures. • Integrated generative AI self-service and agent assistance aligned to approved business use cases and enterprise guardrails. • A foundation for ongoing automation, analytics, knowledge management, prompt optimization, and additional Amazon Connect journeys. Engagement approach Each engagement begins with discovery and is finalized through a mutually agreed statement of work. Scope, schedule, deliverables, responsibilities, assumptions, pricing, payment schedule, acceptance criteria, approved AI use cases, data sources, model and service selections, guardrails, and testing criteria are documented in the AWS Marketplace private offer and related agreement. Project duration varies by complexity, channel mix, integration requirements, number-porting dependencies, GenAI use cases, content readiness, security requirements, geography, and customer readiness.