Industries
Services
Healthcare third-party administrator (TPA)
Challenges / Objective
The client needed to urgently migrate from an existing Salesforce-managed Amazon Connect environment to a new AWS account and standalone Amazon Connect instance. The transition had to be completed within weeks, with zero tolerance for disruption to customer service operations or call handling.
Mphasis rapidly assembled a specialized Amazon Connect team to assess the existing environment, define a streamlined migration strategy, and execute the transition with minimal business risk. Through focused discovery workshops and risk assessment exercises, Mphasis identified key dependencies, established a clear Minimum Viable Platform (MVP) roadmap, and implemented new Amazon Connect environment independent of Salesforce management. Leveraging a parallel migration approach, the team accelerated deployment while maintaining operational stability. Mphasis also provided end-to-end validation, governance guidance, operational documentation, and stakeholder enablement to ensure a successful cutover and long-term platform ownership.
This engagement underscored Mphasis’ ability to respond with speed, solve complex migration challenges, and deliver measurable business value under real-world constraints.
Business continuity preserved under extreme time pressure, with no disruption to customer call handling
Platform independence achieved, eliminating reliance on a Salesforce managed Amazon Connect environment
Risk significantly reduced through early identification and mitigation of identity, billing, and telephony ownership issues
Confidence restored for client's stakeholders through clear ownership, documentation, and operational enablement