Summary
This technical report details the migration process from the legacy Avaya IVR system to Amazon Connect undertaken by a Texas-based workers' compensation insurance provider. The organization faced significant challenges with its existing IVR system, including limited scalability, high operational costs, and a lack of AI-driven capabilities. To address these issues, XTIVIA executed a phased migration strategy that involved discovery and requirements gathering, design and infrastructure setup, integration with enterprise systems, migration and testing, employee training, and optimization. The migration aimed to modernize customer engagement by leveraging Amazon Connect's cloud-native features and AI capabilities. The report outlines the business results achieved post-migration, including enhanced customer engagement, significant cost savings, improved scalability, and operational efficiency gains. The organization successfully reduced call drop rates, lowered operational expenses, and improved response times, positioning itself for future innovation in customer service.
