Fixed scope
Modernization assessment
2–4 weeks typical
Estate inventory, current-cost baseline, flow and integration rationalization, target architecture, business case and migration roadmap.
Most contact centers do not need a like-for-like port. They need to decide what to retire, what to rationalize and where AI changes the economics. Pronix, a specialized AI & CX Systems Integrator, runs that decision as a modernization assessment, then delivers the build, cutover and operations as one accountable team.
How it works
Amazon Connect Modernization — the architecture at a glance.
The moving parts of a production deployment, from channels and orchestration to systems of record.
Implementation · Amazon Connectphased delivery
012–4 wks
Assess
Estate inventory, baselines, modernization path
026–8 wks
Design & pilot
Target architecture, first queue live
03Per wave
Migrate in waves
Cutover with rollback and parity
04Ongoing
Optimize & operate
AI tuning and value reviews
Slide 1 of 3
AHT
Handle time measured against your baseline
Containment
Self-service resolution on priority intents
Transfers
Transfer and repeat-contact rate
Run cost
Licence, telephony and infrastructure cost
These are the KPIs Pronix baselines and re-measures per wave. No outcome level is guaranteed before discovery.
Certified partner platforms
The enterprise challenge
Why modernize now.
The triggers are usually the same: a maintenance renewal, a fragmented estate, or an AI roadmap the current platform cannot support.
- Legacy IVRTouch-tone menus and years of undocumented branches drive transfers and repeat calls.
- On-premises ACDHardware refresh and support renewals lock budget into infrastructure instead of customer experience.
- Fragmented CCaaSMultiple platforms across sites and outsourcers mean inconsistent routing, QA and reporting.
- AI blocked by the stackSelf-service, agent assist and conversation analytics are hard to add without a modern, API-first platform.
Capabilities
Modernization paths and architecture.
Three paths, chosen per queue or site, on one reference architecture.
01
Lift and improve
Move current journeys to Amazon Connect with flow rationalization and analytics parity, then layer AI.
02
Re-platform
Planned migration from Avaya, Cisco, Genesys, Five9 or NICE with number porting, parallel run and rollback.
03
AI-first redesign
Rebuild priority journeys around Lex or Bedrock self-service and grounded agent assist from day one.
04
Channels and flows
Voice, chat and messaging on modular Amazon Connect flows, codified as infrastructure-as-code in your AWS account.
05
AI layer
Amazon Lex, Contact Lens analytics, Amazon Q in Connect and Amazon Bedrock, governed with evaluation and human escalation.
06
Systems and governance
CRM, knowledge, identity, WFM and data integrations, with redaction, retention and approval gates for AI changes.
Customer evidence
Amazon Connect programs delivered in production.
Published Pronix case studies with the client context, delivery approach and measured post-launch outcomes.
Retail & Ecommerce
90-day cutover from legacy IVR to Amazon Connect at a national retailer
- Legacy IVR to live on Amazon Connect
- 90 days
- AHT
- -28%
Legacy IVR to live on Amazon Connect
AHT
National specialty retailer, 2,400 agents
Read the case study →Insurance1,800-agent contact center cutover in six months at a P&C insurer — zero claims disruption
- Legacy Avaya to Amazon Connect, 3 sites
- 6 months
- AHT on FNOL calls
- -31%
Legacy Avaya to Amazon Connect, 3 sites
AHT on FNOL calls
Mid-market P&C insurer, 1,800 agents
Read the case study →BPOMultilingual voice AI across a global BPO — six languages, four programs
- Containment on tier-1 intents
- 34%
- QA coverage across programs
- 100%
Containment on tier-1 intents
QA coverage across programs
Global BPO, 2,600 seats across four programs
Read the case study →How we deliver
A six-step model, from assessment to managed operations.
Every engagement follows the same rhythm — so business, IT and delivery stay aligned from opportunity to outcome.
01
Assess
Inventory flows, queues, integrations, telephony, reporting and cost; set KPI baselines.
02
Design
Target Amazon Connect architecture, journey redesign and AI use-case priorities.
03
Pilot
One queue or site live with reporting parity and first AI capability measured.
04
Migrate
Wave-based cutover with number porting, parallel run and rollback.
05
Optimize
Tune Lex intents, agent assist knowledge and routing against baselines.
06
Operate
Managed operations, release management and quarterly value reviews.
Where it lands
Use cases already in production with enterprise clients.
Avaya or Cisco exit
Retire premise telephony ahead of a renewal without losing routing logic or floor reporting.
Legacy IVR to conversational AI
Replace touch-tone menus with natural-language self-service and clean escalation to agents.
CCaaS consolidation
Bring sites and outsourcers onto one Amazon Connect instance with consistent QA and analytics.
Agent assist on day one
Launch the first wave with grounded guidance and summaries to lift quality and shorten ramp.
Delivered by
Pronix service lines
Industry patterns
Industries where this ships fastest
- Retail & Ecommerce
- Insurance
- Healthcare Providers
- Financial Services
Runs on
Grounded on your data. Governed on day one.
Every platform we implement is only as good as the retrieval, connectors and controls behind it. These are the horizontal solutions we ship with every engagement.
Not sure where to start? Score your organization in 10 minutes.Take the AI Readiness Assessment →
ROI calculators
Model the business case before you commit.
Free, ungated models with conservative, expected and aggressive scenarios — plus a branded PDF you can take to finance.
- CCaaS migration TCO calculatorModel licence, telephony and run cost before a cutover.
- Contact center AI ROISize handle time, deflection and QA scenarios on your call mix.
How we deliver
The delivery artifacts you get, named up front.
Every Amazon Connect engagement is governed by the same six artifacts. They are contracted deliverables with owners and dates — the way a systems integrator works, not a discovery deck.
- 01
Reference architecture
A signed-off Amazon Connect reference architecture — environments, tenancy, network and identity boundaries, data flows and AI components — issued as a versioned diagram plus infrastructure-as-code, not a slide.
- 02
Integration surface
Every integration surface is inventoried before build: CRM and CTI, WFM, ticketing, payments, identity, data warehouse and event streams — each with contract, auth model, throughput, failure mode and owner.
- 03
Runbook
Operational runbooks per service: deploy and rollback steps, configuration change control, alert thresholds, on-call escalation paths and known-issue playbooks handed to your ops team at go-live.
- 04
Cutover plan
A wave-based cutover plan with entry and exit criteria per wave, dress rehearsal, freeze windows, number porting and data migration sequencing, rollback triggers and a go/no-go decision log.
- 05
Hypercare
A defined hypercare window after each wave — command centre, daily triage, defect burndown against severity targets, and a documented exit gate before the estate transitions to steady-state run.
- 06
SLA
Run-state SLAs and SLOs written into the engagement: severity definitions, response and restoration targets, change lead times, availability reporting and quarterly value review against the original business case.
Pricing
A commercial model for each modernization decision.
Pronix separates assessment, delivery waves and ongoing operations so procurement can approve each stage against a defined scope. Exact pricing follows a review of the estate; AWS platform consumption is modeled separately and paid to AWS.
Fixed price
Pilot or first production wave
6–12 weeks typical
One queue, site or journey moved into production with reporting parity, rollback, enablement and agreed AI capabilities measured against baseline.
Fixed price per wave
Migration program
Sequenced by queue or site
Repeatable waves covering build, testing, number porting, cutover and hypercare, with scope and acceptance criteria agreed before each wave.
Monthly service tier
Managed operations
Business-hours or 24×7
Platform operations, flow releases, integration monitoring, AI evaluation, cost optimization and incident response under a documented SLA.
What determines price: flow and queue count, CRM and WFM integrations, telephony and number porting, compliance evidence, AI use cases, migration windows and support coverage. Pronix confirms assumptions before issuing a fixed-price statement of work.
Request scope and priceQualified opportunities may be eligible for applicable AWS funding. AWS determines funding availability, eligibility, funding type and amount. Pricing and AWS funding are assessed separately.
Model your migration total cost before scoping →How Amazon Connect engagements are bought, supported and staffed.
Most enterprises start with a fixed-scope build, move it into managed support, and add certified Amazon Connect people where their own team is short. All three can run together under one commercial agreement.
Fixed-scope build
A bounded Amazon Connect implementation, integration or migration priced to a defined scope, with architecture, build, testing, evaluation and a documented production release.
Fixed price · 8–16 weeks typical
Managed run and support
Monthly Amazon Connect platform operations: release management, integration monitoring, configuration changes, AI evaluation and incident response under one SLA.
Monthly service tier · 24×7 coverage available
Staff augmentation
Certified Amazon Connect engineers, solution architects and delivery leads embedded in your team, reporting to your delivery manager.
Monthly per person · typically live in 2–4 weeks
Where Amazon Connect delivery happens
Programs are led from our Plainsboro, New Jersey headquarters and delivered with our Hyderabad global delivery center, plus London and Dubai for EMEA and Middle East clients.
Support coverage
Business-hours support in your time zone as standard, follow-the-sun 24×7 for production contact center and agentic workloads, with named escalation and monthly service reviews.
Amazon Connect modernization
Get an Amazon Connect modernization scope and price.
Share your current platform, contact center size and decision timeline. An Amazon Connect delivery lead will reply within one business day with an indicative assessment or migration scope, timeline and fixed-price range.
Talk to us
Plan your Amazon Connect modernization
Bring your current IVR, ACD or CCaaS estate and volumes. You leave with a modernization path per queue and the baselines needed to scope a first wave.
- Estate and flow inventory review
- Modernization path per queue
- First-wave scope and KPI baselines
Frequently asked
Questions buyers ask us first.
- What is Amazon Connect modernization?
- Amazon Connect modernization is moving a contact center from legacy IVR, on-premises ACD or an aging CCaaS platform onto Amazon Connect and redesigning journeys around AI self-service, agent assist and analytics. It is broader than a telephony migration: routing, integrations, reporting and operating model are rebuilt, not copied.
- How is modernization different from an Amazon Connect implementation?
- An implementation stands up Amazon Connect for a defined scope. Modernization starts from an existing estate and decides what to retire, rationalize, re-platform or redesign with AI. Pronix runs the modernization assessment first, then delivers the build through its Amazon Connect implementation practice.
- Which platforms can be modernized onto Amazon Connect?
- Common starting points are Avaya, Cisco UCCE/UCCX, Genesys Engage or PureConnect, Five9, NICE and homegrown IVR stacks. Each path is planned by queue or site, with number porting, parallel run and rollback defined before production traffic moves.
- How long does an Amazon Connect modernization take?
- A focused first wave on one queue or business unit typically runs 8–12 weeks after assessment. Multi-site programs usually run several months depending on integration debt, flow volume and compliance review. Timelines are planning ranges confirmed during the assessment, not commitments made before discovery.
- Where should AI come into the modernization?
- AI belongs in the design, not in phase two. Most programs start with Contact Lens analytics and agent assist on the first wave, then expand Lex or Bedrock-based self-service once intents, knowledge quality and containment baselines are measured.
- How is the business case measured?
- Against your own baselines: handle time, containment, transfer rate, quality scores, licence and telephony run cost. Pronix models these before the first wave and re-measures after each wave. Any ranges shown before discovery are representative planning hypotheses, not guaranteed outcomes.
- How much does Amazon Connect modernization cost?
- Pronix prices the assessment, pilot or first production wave, and each migration wave against an agreed scope; managed operations are a monthly service tier. The principal cost drivers are the number of flows and queues, integrations, telephony and number-porting complexity, compliance evidence, AI use cases and support coverage. AWS usage charges are consumption-based and are modeled separately against your traffic volumes.
- Can AWS funding support an Amazon Connect modernization?
- Qualified opportunities may be eligible for applicable AWS funding. AWS determines funding availability, eligibility, funding type and amount. Pronix can evaluate funding fit alongside the modernization assessment.
AWS AI Funding & Production Acceleration
From AWS funding qualification to production AI.
Pronix evaluates your business problem, AI use case and AWS architecture for applicable AWS funding programs — then engineers the assessment, proof of concept and production rollout under one plan.
How AWS funding eligibility worksAI readiness assessment
A structured evaluation of your AI opportunity, AWS estate and funding fit before build starts.
Funded proof of concept
Qualified opportunities may be eligible for applicable AWS funding toward a scoped AI POC.
POC to production
Forward Deployed Engineering that carries a validated POC into governed, scaled production.
AWS funding availability, eligibility, funding type and amounts are determined by AWS and are subject to applicable AWS program requirements and approval. References to AWS funding do not constitute a guarantee of funding.
How we work
Engagement models that fit your program — advisory, build, run, or embedded pods.
Who we are
pronix.ai is the AI & CX systems integrator practice of Pronix Inc.
One accountable delivery model: US-based architecture and program leadership with global engineering pods running 24×7 build, cutover and hypercare.
- Founded
- 2010 · Pronix Inc
- Headquarters
- 666 Plainsboro Rd, Suite 1361, Plainsboro, NJ 08536
- Delivery centers
- United States · India (Hyderabad) · EMEA
- Engagement model
- Fixed-scope implementation, managed run, staff augmentation and T&M Agile Teams.
Certifications
- AWS Certified (Solutions Architect, Developer)
- Amazon Connect specialty
- Genesys Cloud CX certified
- NICE CXone certified
- Salesforce certified (Service Cloud, Agentforce)
- Microsoft Azure AI certified
Partner tiers
- AWS — Advanced Partner · Generative AI Competency Partner
- Microsoft — Gold partner
- Kore.ai — Reseller and Strategic Implementation Partner
- Genesys — Implementation partner
- NICE CXone — Implementation partner
- Five9 — Channel partner and Implementation partner
- Salesforce — Consulting partner
- Google Cloud — Select partner
- OpenAI — Select partner
Security questionnaires, controls documentation and named client references are available under NDA. More about Pronix Inc →
Next step
Book a working session with our amazon connect modernization team.
30 minutes. Your architecture, your data, your KPIs. You leave with a concrete pilot outline and a business case worth defending.