End-to-end migration of legacy telephony systems (Avaya, Cisco, Mitel etc.) to cloud platforms (Amazon Connect, Genesys Cloud, NICE CXone)

• Migration expert services: specialist advisors and engineers who understand both legacy and cloud environments to ensure minimal disruption and risk mitigation.
• Phased migration approach / risk-mitigation: allow hybrid on-prem + cloud during transition, minimize disruption.
• Post-migration optimization and analytics: once live, continuous improvement of agent workflows, reporting, customer insights.
• Omnichannel capability: voice, chat, email, social media unified in one system — positioning your contact center for modern customer-expectations, not just voice-only
• Compliance, security, reliability: emphasize high availability, global resiliency of cloud platforms (e.g., nice CXone using multiple zones)
• Customization & integration: fine-tuning call flows, reports, agent states for parity with legacy system + improvements.
• Connectivity architecture and assessment: expert review of your current setup to optimize WebRTC, RTP and other media-streaming requirements
• Call-flow replication and re-engineering: replicate existing IVR/ACD workflows in the new cloud system, with minimum disruption.
• Seamless CRM integration: connect cloud contact center platforms with systems like Salesforce, ServiceNow, Zendesk for unified service data and agent workflows
• Workforce-Management (WFM) implementation and optimization on cloud platforms (especially with NICE CXone) to manage agent schedules, forecasting and performance.
• Legacy system support: ongoing maintenance, troubleshooting and optimization for on-prem telephony systems (Avaya, Cisco, Mitel)
• Cloud platform support: 24×7 technical support for NICE CXone deployments (and other cloud systems) to ensure business continuity