90-day cutover from legacy IVR to Amazon Connect at a national retailer
A national specialty retailer had 90 days to get off a decade-old Avaya IVR before their peak holiday window — and wanted agent assist live on day one. pronix.ai ran the cutover on Amazon Connect with Amazon Q for agent assist, held CSAT flat through peak, and cut AHT by 28%.
- Client
- National specialty retailer, 2,400 agents
- Industry
- Retail & Ecommerce
- Platform
- Amazon Connect · Amazon Q · Salesforce Service Cloud
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
A decade of Avaya customization, 2,400 agents across three sites, and a 90-day window before holiday peak. Prior migration attempts had stalled on IVR parity and integration debt. The stakeholder bar: zero CSAT dip, no missed peak day.
Our approach
Cut scope, not quality
We shipped the top 80% of IVR flows in phase one and put the tail in a parallel workstream. That call — made in week two — is what made 90 days possible.
Agent assist on day one
Amazon Q for real-time suggestions, tuned on 6 months of anonymized transcripts. Went live with the platform, not six months after.
Warm-cutover, not big-bang
Site-by-site cutover on a Sunday-Monday rhythm. Rollback scripts rehearsed twice per site. War room staffed for 72 hours after each site went live.
Real-time CSAT signal
Post-call sentiment plus first-hour supervisor sampling. We caught two intent-routing regressions in the first 24 hours and fixed them before they hit peak.
“This was the calmest peak we've had in six years — and we changed the platform on the way in.”
Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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