An Ontario Polytechnic Moves Its Contact Centres from Cisco to Amazon Connect
An assessment of four business units shaped a Cisco to Amazon Connect migration with voice, email and natural language self-service.
The Challenge
The institution's Cisco contact centre served several business units with different needs. Leadership wanted to understand where operations could improve before choosing a migration path.
Several business units shared one Cisco contact centre.
Each unit worked around the limits of the old platform.
No path to channels like email and speech-based self-service.
Our Approach
A contact centre transformation assessment first, then migration based on what each business unit needed.
Assess
- Two days of interviews
- Job shadowing
-
People, process, technology
Plan
- Four business units assessed
- Traffic-light gap analysis
-
Migration plan approved
Migrate
- Two Amazon Connect instances
- Voice, email and Amazon Lex
-
Production, December 2024
Support
- UAT and training workshops
- Ongoing Amazon Connect support
-
Continuous improvement
The Solution
Serve7 migrated the contact centres from Cisco to Amazon Connect, guided by findings from each business unit.
- 1 Assessment first Agent, supervisor and leader sessions across four business units.
- 2 Clear gaps A traffic-light gap analysis and migration plan.
- 3 Voice and email Two Amazon Connect instances with voice and email channels.
- 4 Speech attendant A natural language speech attendant built on Amazon Lex.
Results
The institution moved its contact centres to Amazon Connect in December 2024, with a migration plan built on findings from each business unit.
Every business unit was assessed before migration, so the new contact centre fits how each one actually works.
About the Customer
The customer is a large Ontario polytechnic institution serving tens of thousands of students across multiple campuses. Several business units run student-facing contact centres.
AWS services used
- Amazon Connect (voice and email)
- Amazon Lex
- Amazon Connect Contact Lens
- AWS Lambda
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