⚠ Your Avaya / Genesys / Cisco contract is costing you more than it should

Replace Your
Legacy Contact
Centre With
Amazon Connect.

250-seat cloud contact centre deployments delivered by OrenCloud — AWS Advanced Partner. Pay per minute, not per licence. Scale instantly. Eliminate the hardware. Keep what your agents and supervisors need: a better experience for everyone.

Book a Live Demo See the Comparison ↓
Replacing legacy platforms including
✗ Avaya Aura / IP Office
✗ Genesys Cloud / PureConnect
✗ Cisco UCCE / UCCX
✗ Mitel / 8x8 / NICE CXone
SOC LIVE
247
Agents Online
18
In Queue
1:42
Avg Wait Time
94%
CSAT Score
Live Queue Status
Sales — Inbound 0:48 42 agents Active
Customer Support 1:55 68 agents Busy
Complaints — Priority 0:22 18 agents Active
Lex Bot — Self Service — Automated Active
Outbound — Collections — 22 agents Active
Powered by Amazon Connect · eu-west-2 Real-time CCP active
The Legacy Problem

Your On-Premise Contact Centre is Working Against You.

Avaya, Genesys, Cisco — these platforms were built for a world of physical offices, fixed agent headcounts, and predictable call volumes. That world is gone. Your contact centre infrastructure shouldn't be holding your business back in it.

Amazon Connect was purpose-built for the modern contact centre: cloud-native, pay-per-use, AI-native, and infinitely scalable. OrenCloud migrates 250-seat operations from legacy platforms with zero agent downtime and a measurably better experience from day one.

✗Per-seat licences regardless of utilisation — you pay for every agent whether they're logged in or not
✗Expensive hardware refresh cycles — PBX, gateways, phones, and maintenance contracts that run forever
✗Months to add capacity — scaling up for campaigns or seasonal peaks requires procurement and infrastructure lead time
✗AI bolted on after the fact — chatbots and IVR upgrades are expensive add-ons, not built-in capabilities
✗Agents tied to desks — remote and hybrid working is difficult, inconsistent, or insecure on legacy platforms
✗Reporting that requires a specialist — real-time and historical analytics locked behind complex tools your supervisors can't use
Legacy Platform
Per-seat annual licence fee
Hardware depreciation & maintenance
3–6 month capacity lead time
AI features cost extra
Desk-bound agents by default
Reporting requires specialist
Upgrades cause outages
Vendor lock-in forever
Amazon Connect
Pay per minute of usage only
Zero hardware — 100% cloud
Scale in minutes, not months
Lex & Bedrock AI built in
Any device, anywhere, secure
Real-time dashboards for all
Continuous cloud updates
Open APIs and integrations
Platform Capabilities

Everything Your Contact
Centre Needs. Built In.

Amazon Connect is not a traditional CCaaS platform. It's a cloud-native service that integrates natively with the full AWS AI and analytics ecosystem.

Amazon Connect · Core
Omnichannel Contact Centre
Voice, chat, email, and tasks unified in a single agent workspace. Agents handle interactions across every channel without switching tools. Supervisors see everything in real time through a single glass pane.
Voice · Chat · Email Unified Agent CCP Real-time Monitoring
Amazon Lex
AI-Powered IVR & Chatbots
Replace rigid DTMF IVR menus with natural language self-service powered by Amazon Lex. Customers speak or type naturally. Lex understands intent, handles routine queries automatically, and transfers to agents with full context when needed.
Amazon Lex v2 Natural Language IVR Self-Service Automation
Amazon Bedrock
Generative AI Agent Assist
Bedrock powers real-time agent assistance — surfacing relevant knowledge articles, suggesting responses, and summarising calls automatically. Agents handle more complex queries with confidence. Average handle time drops measurably from week one.
Amazon Bedrock Agent Assist Call Summarisation
Amazon QuickSight
Contact Centre Analytics
Real-time and historical reporting built on QuickSight. Supervisor dashboards that don't require a data analyst to interpret. CSAT trends, AHT, abandonment, SLA adherence — all visible, all actionable, all in one place.
QuickSight Contact Lens Real-time Analytics
Connect Forecasting
AI Workforce Management
Connect's built-in forecasting, scheduling, and capacity planning uses ML to predict contact volumes and optimise staffing. No separate WFM tool required. Agents receive schedules in real time. Supervisors make adjustments instantly.
WFM Built-in ML Forecasting Auto Scheduling
Contact Lens for Connect
Real-time & Post-call Analysis
Contact Lens transcribes and analyses every call in real time — detecting customer sentiment, compliance risks, and escalation signals. Supervisors are alerted to calls that need intervention. QA teams review the right calls, not random samples.
Contact Lens Sentiment Analysis Compliance Monitoring
Built for Scale

250 Seats Is Where
OrenCloud Delivers
Best Value.

Amazon Connect is right for contact centres of all sizes — but the economics and capability become compelling at the 250-seat tier. At this scale, the savings versus legacy licensing are substantial, and the AI-native capabilities of Connect move from nice-to-have to genuine competitive advantage.

01
Pay-Per-Minute Economics at Scale
At 250 seats, eliminating per-seat legacy licence fees typically saves 30–45% on contact centre costs annually. OrenCloud models the full TCO during discovery so you see the saving before you commit.
02
AI Becomes a Team Member, Not a Feature
With 250 agents, Bedrock-powered assist and Lex self-service automation delivers measurable FTE savings — typically 15–25% reduction in handled contacts through self-service deflection alone.
03
Supervisor Intelligence at This Scale Matters
Managing 250 agents on legacy tools requires significant supervisor headcount. Connect's real-time dashboards, Contact Lens alerts, and WFM automation gives each supervisor more visibility with less effort.
04
Zero-Downtime Migration, Phased Approach
OrenCloud migrates 250-seat operations in controlled phases — typically 8–12 weeks — with legacy and Connect running in parallel until the team is fully validated and confident.
250
Typical OrenCloud Connect Deployment
Deployments from 50 seats to 2,000+ seats
30–45%
Typical Cost Saving
8–12w
Migration Timeline
Zero
Agent Downtime
Lex + Bedrock Integration

AI That Handles
the Calls Your
Agents Shouldn't.

The combination of Amazon Lex for natural language understanding and Amazon Bedrock for generative AI creates a contact centre AI layer that goes far beyond traditional IVR. Routine queries are resolved without agent involvement. When calls do reach an agent, they arrive with context, sentiment analysis, and suggested responses already surfaced.

OrenCloud designs and deploys the full AI conversation architecture — intent design, Lex bot configuration, Bedrock knowledge base integration, and Connect flow design — as part of every implementation.

Customer Contact
Customer calls or messages. Connect receives the contact and routes to the appropriate flow based on number, time, and customer data from CRM lookup.
Lex NLU — Intent Detection
Lex identifies the customer's intent in natural language. Handles account queries, bookings, status checks, and FAQs without human involvement.
Bedrock — Knowledge Resolution
For complex queries Lex can't resolve, Bedrock searches your knowledge base and generates accurate, contextual responses — still without needing an agent.
Intelligent Agent Transfer
When agent involvement is needed, the call transfers with full context — transcript, sentiment score, identified intent, and suggested response already on screen.
Amazon Connect · Lex + Bedrock · Live Interaction
Customer · Voice → Text
Hi, I need to change the delivery address on my order from last Tuesday. The one ending in 4821.
Amazon Lex · Self Service
I can help with that. I've found your order #4821 placed on Tuesday. Can you confirm the first line of the new delivery address?
Customer
Yes, it's 14 Station Road, Cardiff, CF10 1AB
Amazon Lex · Confirming
I've updated the delivery address to 14 Station Road, Cardiff CF10 1AB. You'll receive a confirmation email within 5 minutes. Is there anything else I can help with?
Customer
Actually yes — I want to complain about the delay on my previous order, this keeps happening.
⚡ Bedrock Agent Assist → Routing to Agent
Sentiment: Frustrated · Intent: Formal complaint · Previous contacts: 2 delays. Transferring to senior agent with full context. Suggested opening: acknowledge delay pattern, offer resolution...
Self-service resolution: order change — handled by Lex Escalation: intelligent transfer with context
Migration Methodology

From Legacy to Live
in 8–12 Weeks.

OrenCloud's four-phase Connect migration eliminates the risk that has held businesses back from making the move.

PHASE 01
Discovery & Design
Current platform audit, call flow mapping, integration inventory, and workforce analysis. Target Connect architecture designed and agreed. TCO model produced.
⏱ Weeks 1–2
PHASE 02
Build & Configure
Connect instance provisioned, telephony configured, Lex bots built and trained, Bedrock knowledge base loaded. CRM and ticketing integrations deployed and tested.
⏱ Weeks 3–6
PHASE 03
Pilot & Train
Parallel running with a pilot agent group. Supervisor training, reporting validation, and flow testing with real traffic. Agent feedback incorporated before full rollout.
⏱ Weeks 7–9
PHASE 04
Go Live & Optimise
Full cutover with OrenCloud engineers on-site. Legacy platform decommissioned on schedule. 30-day hypercare period with dedicated support and continuous optimisation.
⏱ Weeks 10–12
Avaya / Genesys / Cisco
→
OrenCloud Design
→
Parallel Running
→
Amazon Connect Live
→
Lex + Bedrock Active
→
QuickSight Analytics
Book a Demo

See Amazon Connect
Running Live.

Book a 45-minute live demo of Amazon Connect — we'll show you a working 250-seat environment with Lex, Bedrock, and QuickSight integrated. Then we'll show you what it would look like with your call flows and your data.

Book a Live Demo OrenCloud AWS →
connect@orentech.co.uk · orentech.co.uk · AWS Advanced Partner · Typical deployment: 250 seats · 8–12 week migration