Best Practices for Migrating the Contact Center to Amazon Connect

In this blog post, we will discuss the best practices for migrating your contact center to Amazon Connect. We will provide an overview of Amazon Connect, explore the reasons why customers are migrating, share customer migration stories, and provide resources to help you get started on your migration journey. Whether you have a small contact center or a large enterprise, these best practices will help you successfully migrate to Amazon Connect.

Overview of Amazon Connect:

Amazon Connect is a cloud-based contact center service that allows businesses to deliver exceptional omnichannel customer experiences. It includes all the standard functionality that contact center operations teams expect, such as skills-based routing, call recording, and comprehensive reporting and analytics. With Amazon Connect, agents can work from anywhere with just a USB headset and a broadband internet connection. The service offers high audio quality for calls and provides flexibility for work-at-home agents.

Reasons for Migration:

There are several common drivers for migrating to Amazon Connect. These include outdated infrastructure, compelling events such as cost objectives or data center consolidation, difficulty in integrating customer data, and the need for omnichannel capabilities. Customers often prioritize cost reduction and efficiency, but they also want to deliver innovation and modernize their businesses. Migrating to Amazon Connect allows businesses to free themselves from managing on-premises infrastructure and enables them to move faster as they transform customer and agent experiences.

Migration Best Practices:

To ensure a successful migration, it is important to follow best practices and adopt an agile working methodology. Starting with a discovery and planning process, you can determine your goals and requirements, create a high-level design and architecture, and outline a migration plan and roadmap. It is crucial to develop a set of questions to guide the discovery conversation and involve key stakeholders from across the business. Implementing an iterative approach, you can start small with migrating internal lines of business and gradually scale your migrations. Each sprint should end with a demo to gather feedback and continuously improve the migration process.

Customer Migration Stories:

Dow Jones, Priceline, and Intuit are examples of customers who have successfully migrated their contact centers to Amazon Connect. Dow Jones completed their migration in just three weeks, enabling them to realize the value of the capabilities sooner. Priceline was able to enable a thousand agents to work from home overnight when COVID-19 hit, showcasing the agility of Amazon Connect. Intuit leveraged the seamless integration between Amazon Connect and Salesforce to customize their agent experience and increase agent productivity.

When to Seek Help:

If you are facing resource constraints, are new to AWS, need to move at a fast pace, or require assistance with the migration process, AWS Professional Services and partners can help. The Migration Acceleration Program (MAP) is a comprehensive cloud migration program that includes best practices, expertise, tooling, and financial incentives. It can help you accelerate your migration and gain cloud benefits sooner. Additionally, there are over 40 partners with Migration Competency who can assist with large-scale legacy migrations.

Conclusion:

Migrating your contact center to Amazon Connect can bring numerous benefits, including cost reduction, increased flexibility, and improved customer and agent experiences. By following the best practices outlined in this blog post and leveraging the resources provided, you can successfully migrate your contact center to Amazon Connect. Whether you choose to work with AWS Professional Services or partners, you can accelerate your migration journey and achieve your desired outcomes. Start your migration journey today and experience the power of Amazon Connect.