After 18 months of planning and careful execution, Telnet has completed the migration of all client operations to Amazon Connect as our primary telephony platform. It’s a milestone that represents a fundamental shift in our technical capabilities — and we want to share what we’ve learned.
Why Amazon Connect?
The decision to migrate to Amazon Connect wasn’t taken lightly. We had long-standing relationships with our previous telephony providers, and migration projects always carry risk. But the capabilities offered by Amazon Connect — particularly around AI integration, real-time analytics, and flexible remote work support — were compelling enough to justify the investment.
The consumption-based pricing model was also a significant factor. Contact centre telephony has traditionally been sold as per-seat licences, which means paying for capacity even when it’s not being used. Amazon Connect charges per minute of agent time, which aligns costs directly with value delivered.
The Migration Process
We migrated client operations in phases over 18 months, starting with clients where the operational complexity was lower and using those migrations to refine our approach before tackling the more complex implementations.
The key learnings: integration testing is more important than you think, change management for agents requires more time than you plan for, and having a rollback plan you genuinely trust makes the whole team more confident.
What It Enables Now
The migration is complete, but the capability development is just beginning. We’re now actively deploying Amazon Connect’s AI and analytics features — Contact Lens for quality assurance, Lex for natural language IVR, and Connect Wisdom for real-time agent guidance. Each of these capabilities would have been significantly more complex, expensive, or impossible on our previous platform.
The future of Telnet’s technical capabilities is being built on this foundation. We’re excited about where it’s taking us.
