1,800-agent contact center cutover in six months at a P&C insurer — zero claims disruption
A P&C insurer needed off legacy Avaya before CAT season and wanted agent assist, screen pop from Guidewire and callback orchestration on day one. pronix.ai cut over 1,800 agents to Amazon Connect in six months with zero major CAT-season disruption.
- Client
- Mid-market P&C insurer, 1,800 agents
- Industry
- Insurance
- Platform
- Amazon Connect · Amazon Q · Guidewire ClaimCenter
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
The insurer had 12 years of Avaya customization, three sites, and a CAT-season window they could not miss. Prior migration RFPs came back at 18 months. Leadership wanted six — with agent assist and Guidewire screen pop live, not deferred.
Our approach
Parity map, not parity clone
Audited 340 IVR nodes and shipped the 74 that carried 92% of traffic in wave one; the long tail moved into a parallel workstream instead of blocking cutover.
Guidewire tool layer
Screen pop, claim context and FNOL start built as reusable Lambda tools on Guidewire APIs — same tools reused by voice bots and agent assist.
Site-by-site warm cutover
Sunday-night cutovers with two rehearsed rollback paths, war room staffed 72 hours after each site. Zero rollbacks required.
CAT-season readiness drill
Ran two synthetic CAT surges pre-cutover — 4x volume, callback storm — and tuned queue routing before a real event.
“We changed the platform on the way into CAT season and no policyholder noticed. That is the review we wanted.”
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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