This article defines the objectives and targeted business outcomes of a contact center migration to Amazon Connect. It explains how you can plan the migration, get buy-in from the appropriate stakeholders, carry out the migration, and cut over.

Your contact center is a gateway to your brand and business. Each interaction with an agent, supervisor, or chatbot leaves an impression on your customer. Amazon Connect is a cloud-based contact center service that enables you to provide personalized customer experiences and deliver exceptional customer service. Amazon Connect provides the following features:

• Omnichannel: Customers can interact with the call center by using a channel of their choosing. You can provide rich digital experiences beyond voice, such as chat, SMS, and social media.

• Consumption-based billing: There are no licenses, contracts, or usage commitments. With Amazon Connect, you pay for what you use.

• Scalability: Amazon Connect is cloud-based, so it scales up and down dynamically to meet demand without your intervention. It automatically handles large call volumes during peak events without requiring you to pay for unused capacity.

• Agility: The frequent release of new features enables you to stay at the forefront of innovation and customer experiences. New features are ready to activate without requiring any upgrades. Feature roadmaps are customer-driven, based on customer requests, security and reliability points, and operational improvements. 

• AI and ML capabilities: You can use built-in artificial intelligence (AI) and machine learning (ML) to personalize and automate interactions, understand customer sentiment, authenticate callers, and enable capabilities such as interactive voice response (IVR) and chatbots.

https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/welcome.html