Operational considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/ops-considerations.html

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

AWS documentation; copyright Amazon Web Services; no-redistribution; short excerpts and locators only

Source notes citing this source

• AWS guidance recommends consulting agents with accessibility concerns about moving from tactile desk phones, and including their feedback in soft phone design specifications. in context
• AWS guidance recommends including back-office task workflows and routing, such as call transfers and case escalations that may change, in migration test scripts. in context
• AWS guidance recommends telling finance teams before go-live that platform charges move into AWS billing after migration, so that costs can be mapped to the right business unit. in context
• When agents move from desk phones to a soft phone, AWS guidance recommends building adjustment time into the training schedule and expecting a learning curve after go-live. in context
• AWS guidance recommends testing the support model before go-live by raising a test incident to the level 1 support desk and tracking it through the support process to find gaps. in context
• AWS guidance recommends user acceptance testing where end-users run the soft phone alongside their usual business applications, to check that devices still perform well. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Operational considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance). WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-pg-connect-migration-ops

BibTeX

@misc{warmtransfer-aws-pg-connect-migration-ops,
  title  = {Operational considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-pg-connect-migration-ops},
  note   = {Amazon Web Services, accessed 2026-09-25}
}