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%.
National specialty retailer, 2,400 agents · Amazon Connect · Amazon Q · Salesforce Service Cloud
- 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.”
Take this case study into your next steering committee.
One page: the business problem, the solution, the technical architecture and the measured outcomes — sized to drop straight into a board pack. Share your work email to unlock it; one form unlocks every gated download on this site.
Board-ready briefs covering the platform and industry behind this program. Free with a work email.
Amazon Connect programs, delivered and measured
Greenfield builds, Avaya and Cisco migrations, Contact Lens, Amazon Q in Connect and Lex — with the outcomes each client reported after go-live.
Brief details →AI for order support, returns, merchandising and peak readiness
WISMO and returns deflection, conversational commerce, store-associate copilots and merchandising agents across web, mobile, marketplace and store.
Brief details →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.
AWS, Salesforce, Microsoft, NICE, Genesys, Kore.ai, Google, ServiceNow, Amazon Connect and logos referenced on this site are trademarks of their respective owners. References are for descriptive purposes only and do not imply endorsement, sponsorship or partnership beyond stated partner relationships. See our Disclosures.
Talk to the team that shipped it.
Book a working session with a pronix.ai lead on this practice — we'll map the approach to your platform, industry and constraints.
Want a similar programme in your environment?
Four fields. Tell us the outcome and timeline, and the lead for this industry replies with indicative scope, team shape and commercial options.
industryRetail & Ecommerce — routed to this team