NOVA helps companies move from legacy contact center platforms or basic Amazon Connect setups to a stable, production-ready Amazon Connect environment on AWS. We work across planning, architecture, and delivery to design call flows, routing logic, and integrations that match how your support teams actually operate, then guide the move into production with clear phases and cost expectations.
As an AWS Advanced Tier Services Partner, NOVA’s AWS teams design and deliver Amazon Connect environments that meet AWS architecture and security standards. We align migration plans with AWS best practices, supported services, and long-term operating models.
Faster Contact Center Migration: We assess your current call flows, queues, and channels, then design a phased migration that reduces downtime and avoids rushed cutovers.
AI-Ready Contact Center Foundations: We design Amazon Connect environments that support self-service, intelligent routing, and future AI enhancements without needing to rework core architecture later.
Lower-Risk Delivery from Strategy to Go-Live: NOVA consultants who design your Amazon Connect architecture also support build, testing, and production rollout to avoid handoff issues and delivery gaps.
Our team designs the target Amazon Connect architecture on AWS, including contact flows, routing rules, supporting AWS services, and scaling considerations. The output is a documented design that matches your operating model and traffic patterns.
Why Nova
AWS-First Amazon Connect Expertise: NOVA designs and delivers contact centers directly on AWS using Amazon Connect and supporting AWS services. Our teams work within AWS architecture and security standards.
AI Used Where It Delivers Measurable Value: Automation and AI are applied to specific use cases like self-service, routing, and agent assistance. We focus on configurations that reduce wait times and agent workload, not experimental features.
Our Services
Increase efficiency, scalability, and security with AWS cloud solutions tailored to your business.
Gain a competitive advantage and leverage emerging technology to transform your business.
Our DevOps experts help you stay agile and launch new products, optimizing delivery pipelines.
We monitor, optimize, and secure your tech stack while keeping costs in check and performance high.
Streamline your operations and drive innovation with new integrations and software capabilities.
Frequently Asked Questions
Get clear answers to common questions about Amazon Connect consulting, migration, and delivery on AWS. Whether you’re evaluating the platform or planning your next contact center move, we’re here to help.
Amazon Connect is a cloud-based contact center service from AWS. It lets businesses handle customer interactions like phone calls and chat without running physical contact center hardware. Instead of managing servers, licenses, or fixed seats, everything runs on AWS and scales based on actual usage.
With Amazon Connect, you can set up call flows, route customers to the right agents, record calls, track performance metrics, and support multiple channels such as voice and messaging. It is designed to handle both small support teams and large contact centers with thousands of agents. Because it is part of AWS, it can also connect to other AWS services for automation, reporting, and AI features.
For many organizations, Amazon Connect replaces older on-premise or hosted contact center systems that are costly to maintain and slow to change.
Amazon Connect makes sense when you want flexibility, usage-based pricing, and faster changes compared to traditional contact center platforms. Legacy systems typically require long contracts, fixed licenses, and complex upgrades. Changes to call flows or routing can take significantly longer on traditional platforms.
Amazon Connect works differently. You pay for what you use, and changes can be made directly in the platform. This is especially useful if your call volumes change during the year, if you are growing quickly, or if you need to support remote agents.
It is also a good fit if your company already uses AWS or plans to move more systems to AWS. In those cases, Amazon Connect can be part of a broader cloud strategy instead of a standalone tool.
A phased migration means you do not move everything at once. Instead, you migrate in steps to reduce risk and avoid service disruption.
NOVA usually starts by reviewing your current contact center setup. This includes call flows, queues, hours of operation, agent roles, and existing integrations. Based on this, we define what should move first. Many teams start with a single queue, a specific country, or a limited set of call types.
Once the first phase is live and stable, additional queues, channels, or regions are added. This approach allows teams to test Amazon Connect in real conditions, train agents gradually, and fix issues early. It also gives better cost visibility before a full rollout.
Amazon Connect is usually used together with other AWS services to support routing, automation, and data handling.
AWS Lambda is commonly used to run logic behind call flows, such as looking up customer data or deciding how a call should be routed. Amazon S3 is typically used to store recordings, transcripts, or documents used by agents. For automation and self-service, Amazon Lex is used to handle voice or chat interactions.
In more advanced setups, Amazon Bedrock can support AI-driven responses or knowledge retrieval. Amazon OpenSearch Serverless can be used to search large sets of content quickly, such as help articles or internal documents.
NOVA designs these services to work together based on actual business needs.
Integrations connect Amazon Connect with systems you already use, such as CRMs, ticketing tools, or internal databases. During migration, integrations are usually handled in stages.
First, NOVA identifies which systems agents need during calls. Then we design how Amazon Connect should access that data. In many cases, AWS Lambda is used as the bridge between Amazon Connect and external systems.
During early phases, integrations can be limited to core use cases. Over time, they can be expanded or refined. This avoids blocking the migration while still ensuring agents have the information they need to support customers.
NOVA works with Amazon Connect as the core contact center platform and uses AWS AI services, where they provide real value. This can include Amazon Lex for self-service interactions and Amazon Bedrock for more advanced AI-driven responses.
These services are used to support tasks like answering common questions, routing customers more accurately, or assisting agents during live calls. NOVA focuses on practical use cases that reduce wait times and agent workload, rather than adding AI features without a clear purpose.
All AI-related services are designed to work within the Amazon Connect environment and follow AWS security and architecture standards.
Yes. NOVA works with teams that already use Amazon Connect but are not getting the results they expected. Common issues include long wait times, inefficient routing, limited automation, or performance or routing issues as usage grows.
In these cases, NOVA reviews the existing setup, including contact flows, Lambda logic, and integrations. Based on that review, we make targeted changes to improve routing, reduce call handling time, and better support agents.
Optimization work can be done without a full rebuild and is usually planned in small, controlled updates.
Before starting, it helps to document your current contact center setup. This includes call types, hours of operation, number of agents, peak call times, and any systems agents rely on during calls.
It is also useful to define clear goals, such as reducing wait times, adding automation, or supporting new channels. NOVA uses this information to plan the migration, estimate effort, and design an Amazon Connect setup that matches how your team actually works.
If you are unsure about any of this, NOVA can help you define it during the initial assessment.
