EXPERTISE · CCaaS
Exit the legacy without breaking the run.
Migrating a contact centre is not an IT project. It is open-heart surgery on the customer experience. We design and steer the transition to Genesys Cloud, Amazon Connect or Avaya Cloud, without service interruption and with demonstrable ROI within 18 to 24 months.
THE CONTEXT
The hidden cost of the status quo.
Large organisations inherit legacy contact centres — on-premises Avaya, siloed components, fragile integrations — that undermine their customer experience. Journeys are fragmented. Operational costs drift. Bringing in AI or omnichannel becomes impossible without rewriting the architecture.
The need to migrate to the cloud is no longer in question. It is the 'how' that is paralysing: how to modernise without breaking the run, without destroying what works, without exceeding the budget announced in the investment committee.
That is the equation we unlock.
OUR ANGLE
Architect, pre-sales, delivery.
18 years of experience, 11 of them at Orange Business Services then NTT DATA. CCaaS from the inside of France's largest information systems — not from a PowerPoint slide.
A rare triple profile: architect, pre-sales, delivery. Across the three market-leading platforms: Genesys Cloud, Amazon Connect, Avaya Cloud — with the associated certifications. Plus AWS Cloud Practitioner to anchor the cloud-native dimension.
Vs a large consultancy: no junior pyramid. The senior architect audits, designs and delivers. Direct cost, decision agility.
Vs a generic freelancer: business vision and demonstrable ROI, not merely a single-tool technical skill set.
OUR METHODOLOGY
Four phases. No circular dependency.
Each phase produces a standalone deliverable. At every milestone, you retain decision control: continue, adjust, internalise.
01 · FRAME
Platform audit & architecture
Audit of the existing estate, flow mapping, scoring of candidate platforms. The audit produces a thirty-page document defensible in an investment committee.
02 · ARCHITECT
Amazon Connect / Genesys Cloud design
Target omnichannel architecture, ACD/IVR flow design, CRM and IS integration plan, capacity sizing, progressive migration plan.
03 · DESIGN & POC
Technical validation before cutover
POC on a controlled scope, integration validation, load testing, friction point identification. We validate before committing 800 advisers.
04 · BUILD & ADOPTION
Progressive Go-Live & training
Site-by-site deployment, Go-Live runbook, adviser training, Day 1 / Day 30 / Day 90 steering. Adoption is managed — it cannot simply be decreed.
WHAT YOU RECEIVE
Six reusable artefacts.
Every mission produces deliverables retained by your teams — not one-use slides.
- Written platform audit (30 pages, defensible in an investment committee)
- Target architecture document (HLD + LLD, CRM/IS integrations)
- Signed vendor comparison (Genesys Cloud vs Amazon Connect vs Avaya)
- Progressive migration plan with reversible milestones
- Go-Live runbook (adviser training, escalations, rollback)
- Day 1 / Day 30 / Day 90 steering dashboard (NPS, CSAT, AHT, answer rate)
ON ENGAGEMENT
Multi-country programme — leading European luxury house.
THE CONTEXT
Twelve international subsidiaries. Heterogeneous Avaya contact centres. KPIs in silent erosion. No AI capability. Annual volume exceeding ten million interactions.
OUR ENGAGEMENT
Design and steering of the migration to Genesys Cloud, omnichannel integration and deployment of conversational bots.
THE RESULT (over 18 months)
MEASURED GAINS
Three axes of ROI.
CLIENT SATISFACTION
Average increase in client satisfaction on the migrated scope, measured in continuous operations at Day 180.
INFRASTRUCTURE COSTS
Infrastructure cost reduction of 20 to 35% after cloud migration, depending on the source platform and scope.
RETURN ON INVESTMENT
Demonstrable ROI within 18 to 24 months on well-scoped programmes. Attested in the published luxury client case study.
TO GO FURTHER
You are leading a critical CCaaS programme?
Six packaged audits cover the full journey, from the Flash Diagnostic to the 360° Assessment. For larger programmes, mission on quotation.