Klika Tech - Legacy Contact Center Migration to Amazon Connect

Klika Tech - Legacy Contact Center Migration to Amazon Connect is a professional services engagement that replaces aging contact center platforms with a production-grade Amazon Connect environment through a controlled, phased migration path. This engagement addresses the challenges of rising costs, end-of-support deadlines, and inelastic capacity models that legacy contact centers impose on growing organizations.

Klika Tech, an AWS Premier Tier Services partner with ISO 9001:2015 and ISO/IEC 27001:2022 certifications, delivers the migration across three structured phases: assessment, parallel build, and wave-based cutover with post-go-live support.

Phase 1 - Assessment and Architecture Design

Klika Tech conducts technical discovery to develop a complete inventory of the existing environment, including IVR call flows, DTMF menus, queues, routing rules, phone numbers, carrier contracts, agent groups, skill assignments, and recording-retention obligations. CRM, ticketing, and other integrations are assessed, and opportunities to simplify or improve both the agent and customer experience using native Amazon Connect capabilities are identified. This phase concludes with a target architecture on Amazon Connect, a plan for maintaining existing phone numbers through carrier porting and toll-free backend repointing, and an operations-approved phased cutover strategy.

Phase 2 - Parallel Build and Training

The target environment is provisioned as Infrastructure as Code using AWS CDK in parallel with the actively running legacy platform, enabling development and testing without impacting existing customer traffic. Legacy IVR logic is reimplemented as Amazon Connect contact flows, and Amazon Contact Lens is activated for transcriptions, sentiment analysis, and automated sensitive data redaction. Recordings may be archived to Amazon S3 or retained in place, and historical contact volumes are imported into forecasting where export is available. Supported CRM connectors may use Amazon AppFlow and Amazon EventBridge, while custom or on-premises integrations are separately scoped. Agents and supervisors are trained on the new environment while continuing to operate the legacy system.

Phase 3 - Controlled Cutover and Handover

Traffic is migrated in controlled waves planned around line of business, queue, geography, or other criteria defined during design. Fallback procedures and validation criteria are established in advance alongside operations and support teams. Klika Tech performs step-by-step validation against live traffic while keeping the legacy platform available for rollback to mitigate risk. Klika Tech remains engaged to provide elevated response, live traffic monitoring, and flow tuning throughout the cutover. A graceful handover is delivered to the operations team with defined operating models, platform ownership, support processes, and escalation paths.

Deliverables include an assessment report, target architecture design, production Amazon Connect AWS CDK environment with validated contact flows, number porting coordination, rollback paths, and agent and supervisor training materials. Post-go-live support is scoped as part of the initial statement of work and may be extended through additional scope. Klika Tech can also deploy the Amazon Connect Core foundation as a standalone offering if required.

Note: Scope, duration, and post-go-live support depend on the size and complexity of the legacy environment and are defined during the assessment phase. AWS service consumption, telephony, carrier, and other infrastructure charges are billed separately and remain the customer's responsibility.