Modernize Your Contact Center with AI - Without Migration Risk

Hybrid AI modernization allows you to add Amazon Connect AI capabilities to your existing Cisco, Genesys, NICE, and other legacy CX environments that offer limited or "walled garden" AI capabilities without replacing your current platform.

It automates routine customer interactions using AI while preserving your existing infrastructure, helping you improve customer experience and reduce operational cost without the risk, costs, and time needed for a full migration.

The Challenge

Many organizations want to improve customer experience with AI, but legacy platforms, long contracts, and migration risk slow progress.

  • Legacy platform constraints
  • Long-term contracts
  • Limited self-service capabilities
  • Migration risk
  • Slow innovation cycles

How We Help

We deploy Amazon Connect as an AI-powered front door that automates routine interactions and integrates with your existing contact center.

AI-Powered Front Door

Handle common customer intents using Amazon Connect before they reach your legacy platform.

Intelligent Self-Service

Use Amazon Bedrock and Amazon Lex to automate high-volume, repeatable customer requests.

Context-Aware Escalation

Transfer complex interactions to your existing environment with full context for a seamless experience.

Hybrid Integration

Preserve your existing routing, telephony, and backend systems while introducing AI capabilities.

How It Works

A structured approach to introducing AI into your contact center without disrupting existing operations.

  1. Assess
    Review routing, telephony, integrations, and high-volume customer intents.
  2. Design & Implement
    Build the Amazon Connect overlay with AI self-service and escalation paths.
  3. Optimize & Expand
    Refine automation, improve accuracy, and expand use cases over time.

What You Get

Everything needed to design, deploy, and operationalize a hybrid AI contact center model.

Discovery & Assessment

Evaluate your current routing, integrations, and high-volume customer intents to identify where AI can deliver immediate value.

Hybrid Architecture Design

Design an Amazon Connect overlay that integrates with your existing platform while enabling AI-driven self-service and escalation.

AI Workflow Development

Build contact flows and AI-powered interactions using Amazon Lex and Bedrock to automate routine customer requests.

Integration & Escalation

Connect workflows to your existing routing, telephony, and backend systems with seamless, context-aware transfers.

Testing & Launch Support

Validate performance, tune AI interactions, and support a phased rollout to ensure a smooth production launch.

Aegis CX Managed Services Onboarding

Optionally onboard into Aegis CX managed services for ongoing performance management, incident response, and continuous improvement.

Expected Outcomes

Deliver measurable improvements in efficiency, experience, and modernization speed.

  • Reduced live-agent demand for routine interactions
  • Faster adoption of AI-driven customer experiences
  • Improved containment and self-service rates
  • Better use of existing platform investments
  • Lower modernization risk through phased adoption

Best Fit For

This solution is ideal for organizations looking to introduce AI without full platform replacement.

  • Organizations using Cisco, Genesys, NICE, or other legacy CX platforms
  • Teams not ready for full migration
  • Environments with high interaction volume

Frequently Asked Questions

What is hybrid AI modernization for a contact center?

It is an approach that adds Amazon Connect AI capabilities to an existing contact center platform instead of replacing the whole platform first.

Do we need to migrate off Cisco or Genesys right away?

No. This offer is designed for organizations that want AI benefits now while keeping their current platform in place.

What types of interactions can be automated first?

Common examples include account questions, appointment requests, order status, password resets, and other routine intents.

Can calls transfer back to our existing agents?

Yes. The design supports routing complex interactions back to your current environment with context.

How quickly can this be deployed?

That depends on scope and integrations, but this approach is usually much faster than a full platform migration, often as quickly as a few weeks.

Is this only for voice?

Voice is usually the first use case, but by design the effort expended in building out the solution will enable ChatBots and other omnichannel CX workflows depending on your environment.

What can modern AI-agents do?

Truly conversational AI agents can offload tasks that are repetitive and time consuming in ways that older approaches couldn't. Things like appointment scheduling, location finding with inventory, checks, and more. For some examples check out our AI Agents solution page.