Amazon Connect implementation

Amazon Connect implementation and migration

TheCXGuru plans and delivers Amazon Connect implementation and migration programmes. We work through discovery, target design, build and migration, cutover, then hypercare and optimisation.

Discuss your migration

Amazon Connect contact centre architecture

What the Amazon Connect work covers

AWS foundation

The AWS account, Region, SAML or SSO approach and IAM permissions are agreed before the contact-centre build starts.

Contact handling

Numbers, queues, routing profiles and contact flows are set up around how agents actually receive work.

Data and self-service

Lambda handles data dips from contact flows, while Lex is designed for the self-service tasks it is expected to complete.

Agent desktop and insight

We plan the CCP or CRM-embedded softphone, Contact Lens, S3 storage and contact-record or Kinesis reporting together.

Starting points

Migrating from where you are today

An AWS estate with a contact centre to add

The existing account structure, Region, identity provider and security model set the boundaries for the Connect design.

A legacy contact centre moving into AWS

Numbers, IVR behaviour, agent desktop requirements and reporting need translating into AWS services and Connect configuration.

An existing Amazon Connect instance

A change programme may start with a clean-up of contact flows, routing profiles, Lambda dependencies and reporting feeds.

How the engagement runs

Discovery and assessment

We establish the account and Region, identity approach, number plan, contact paths, data sources and the target agent desktop.

Target design

Queues, routing profiles, contact flows, Lambda data dips and Lex self-service are designed with the security and IAM model in view.

Build and migration

We build the flows and integrations, configure the CCP or CRM softphone, and set up recording, Contact Lens and data feeds for reporting.

Cutover

Claiming or porting numbers, agent readiness and contact-flow testing set the sequence. The cutover includes a rollback route.

Hypercare and optimisation

Live contact records and usage show where flows, Lambda calls or routing need attention and how the usage-based cost forecast should change.

Delivery model

Working with your team or systems integrator

Work that fits the AWS estate

We can take the Connect design and build while your cloud, identity and security teams remain responsible for their areas.

Your release process

We work inside your delivery process, or your SI’s, and take changes through the governance and controls already in place.

An operating handover

Administrators and support teams see the contact flows, Lambda dependencies and reporting feeds before the platform goes live.

Common questions

Which AWS account and Region should host Amazon Connect?

That comes first. We work from the organisation’s account structure, data and regulatory needs, existing AWS foundation and the services required around Connect.

How are Lambda and Lex used in an Amazon Connect build?

Lambda is used where a contact flow needs data or an action outside Connect. Lex is designed around the self-service tasks it needs to complete before handing over to an agent.

Can agents work in a CRM rather than the standard CCP?

Yes, where the CRM integration supports the required call controls and agent workflow. We test the embedded softphone and screen behaviour with real contact scenarios.

How is Amazon Connect cost handled after go-live?

Amazon Connect is usage-based, so the initial forecast is checked against real contact volume, flow activity and the AWS services used around the platform.