The case for moving off legacy phone systems.
Since 2008, DrVoIP supported CISCO, Avaya, and ShoreTel call centers. In 2017 we moved our practice exclusively onto AWS. We did not leave because legacy stopped working. We left because it stopped making sense.
Standard Consulting Partner since 2017
We spent our first decade selling and supporting the systems many of our clients are trying to leave. Here is what we kept running into.
What one client was paying before they switched
$250K/year
in legacy call center licenses, before a single call was processed. On Amazon Connect, that same spend covers more than 900,000 seven minute calls.
Amazon Connect is an AWS native cloud contact center. No servers to install, no equipment to buy, and a pricing model tied to what you actually use.
No seat licenses or hardware refresh cycles. Amazon Connect bills per minute, so cost tracks call volume instead of headcount.
A fixed fee Quickstart deployment is fully configured in five business days: queues, routing profiles, contact flows, and agent templates included.
Lex, Polly, and Bedrock are native services inside Connect, not a separate integration project layered on top of an aging IVR.
Add agents, queues, or DNIS numbers the same day. A seasonal spike does not require buying capacity you will not use the rest of the year.
“We have yet to find a call center requirement we could not implement with Amazon Connect and the ever growing library of AWS solutions. If you can see it and express it, we can implement it.”
Every migration we run uses temporary phone numbers on the new Amazon Connect instance during design, testing, and go live. Existing numbers forward to the new platform once it is proven, and the old system stays live as a fallback until it is not needed. Nothing goes down while we build.
A marketing firm serving the financial services community, with five core service centers across the Western United States.
One AWS Connect instance routing more than 20 DNIS numbers for 40+ distributed agents, integrated with Salesforce.
“DrVoIP and team are very knowledgeable on AWS and specifically in our case the Connect product. The cost savings of moving to AWS Connect has been huge and we look forward to a continued relationship with DrVoIP and taking advantage of new features in Connect.”
An Accenture Federal Services company that moved off a ShoreTel deployment as part of a broader shift to Microsoft Skype for Business.
One AWS Connect instance routing more than 10 DNIS numbers, integrated with Microsoft Skype for Business.
“We determined to leave our ShoreTel deployment behind and migrate to a cloud solution that includes Microsoft Skype for Business, but we still needed a call center to replace our ShoreTel Workgroup application and we felt AWS Connect could do the job.”
“I feel their knowledge of both the AWS product as well as our previous product (ShoreTel) has been a great asset in easing the transition, as they already know how our current solution works and what we will want from AWS in regards to mimicking certain features.”
FMG Suites and ASMR made the switch and never looked back. Get on a call with our team and let's map out what a warm port migration looks like for you, no obligation, just a real plan.
Feedback from clients across Amazon Connect deployments, applied AI projects, and cloud infrastructure engineering, work that holds up long after launch.
His expertise and strategic thinking has allowed us to create a world class contact center. He is the BEST investment we've ever made.
He provided remediation for a VoIP implementation with major call quality and reliability issues, bringing it to a consistent 99.995% call quality and availability.
DrVoIP and team are very knowledgeable on AWS and specifically in our case the Connect product. The cost savings of moving to AWS Connect has been huge.
I highly recommend DrVoIP to anyone interested in obtaining fast responses and solutions to problems around the creation of a modern AWS Connect phone system.
I have known Peter for 20 years, and he has been our consultant for over 10 of them. He is a person of great integrity. The DrVoIP name suits him perfectly.
From watching his YouTube videos, we engaged Peter on numerous contact center projects, including migrating a portion of our Cisco UCCX contact center into AWS.
A worked example from a 70-agent contact center: 4,959 inbound calls a day, 7 minute average handle time, 578.5 hours of talk time a day.
Figures are Amazon Connect usage charges only. Add-on services like Lambda, DynamoDB, and S3 for custom routing or reporting are scoped and quoted per project.
How long does a migration actually take?
A fixed-fee Quickstart deployment is fully configured in five business days: instance setup, queues, routing profiles, contact flows, and agent templates. Larger deployments with CRM integrations or custom applications take longer and are scoped up front.
What happens to our current phone system during the switch?
We use a warm port strategy: temporary numbers go live on the new Amazon Connect instance while we build and test, then your existing numbers forward over once everything is proven. Your old system stays available as a fallback until it is no longer needed.
Can we try it before we commit?
Yes. We offer a no cost proof of concept, a working Amazon Connect instance your agents can log into and take real calls on, usually set up within a few hours.
Do we need to replace our CRM to switch?
No. Amazon Connect integrates with the systems you already run. We have connected it to Salesforce, Zendesk, ServiceNow, and Microsoft Skype for Business, among others.
Is this a fixed price or a time and materials project?
Fixed fee. We scope the work up front and quote a flat price, so there are no surprise change orders partway through a deployment.
What if we outgrow the initial setup?
Amazon Connect scales without a hardware purchase. Adding agents, queues, or numbers does not require new capacity planning, and we offer ongoing managed support once you are live.
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The AWS designation, and two client stories about moving off legacy phone systems onto Amazon Connect.
A worked example breaking down real per-minute costs for a 70-agent deployment.
What a deployment actually requires: numbers, hours, queues, prompts, contact flows, and routing profiles.
An honest look at a real limitation of cloud contact centers, and where Amazon Connect is the exception.
How an AI powered receptionist gets built directly inside an Amazon Connect contact flow.
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