CCAAS · MIGRATION · 2026 · EX-2026-LUX-04
Leading international luxury house.
CONTEXT
A legacy platform, end-of-support.
On-premises telephony platform at end of cycle, 12 sites across France, 800 advisers, rising incident rate. The Customer Relations director sought to modernise without service disruption.
CHALLENGE
Migrate without disruption. Maintain NPS during cutover.
The schedule was fixed: 20 weeks, not one more. Scope covered all European markets. Advisers, largely unfamiliar with cloud, needed to remain productive from Day 1.
ENGAGEMENT
Audit, design, steering, training.
Five-week audit · eight-week target Amazon Connect design · progressive Go-Live steering site by site over seven weeks · training for 800 users · structured runbook for Day 30 and Day 90.
RESULTS
Twenty weeks delivered. And NPS climbing.
Go-Live delivered in 20 weeks, with no major incident. Support NPS +14 points over six months. Infrastructure cost reduction of 32%. ROI achieved in nine months — three months ahead of target.
TIMELINE
Twenty weeks, milestoned.
W 1–5
Audit
W 5–13
Design
W 13–19
Cutover
W 19–20
Go-Live
W 20+
Optimisation
W 1–5
Audit
W 5–13
Design
W 13–19
Cutover
W 19–20
Go-Live
W 20+
Optimisation
"The team held the twenty weeks. That’s rare."
HEAD OF CUSTOMER RELATIONS · LEADING LUXURY HOUSE
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