Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex
Dipkumar Mehta, Saqib M, and So Young Yoon, Amazon Web Services (AWS)
October 2023 (document history)
Enterprises and organizations often deploy omni-channel contact centers so that they can
provide simple mechanisms for their users to access customer support. As their customer base
grows, they need to scale their contact centers to resolve an increasing volume of user
queries. With Amazon Connect, enterprises can seamlessly scale their contact center operations
and efficiently handle user queries. In addition, Amazon Connect is natively integrated with
Amazon Lex. This helps you build highly engaging and lifelike conversational experiences for
interactive voice
responses
As part of contact center modernization, organizations often take a multi-phased approach as they transition their contact center operations to the cloud. Today, contact center platforms support many components, such as telephony integrations, IVRs, agent desktops, and call analytics. This seamlessly scales self-service use-cases while preserving other contact center operations.
This guide focuses on migrating on-premises Avaya contact centers to the AWS Cloud and using artificial intelligence (AI) to drive exceptional customer experience. It describes a phased approach to the migration, based on business units in your organization. For a period of time during the migration project, the on-premises and cloud environments are integrated in order to support business operations.
