case study
A mission-critical contact center migration
Modernizing a communications platform without disruption
A mission-critical contact center migration
Modernizing a communications platform without disruption
The scenario
A major healthcare organization with a mission-critical contact center needed to modernize its communications platform without disrupting patient services. To reduce risk and accelerate its move from an on-premises Avaya contact center platform to Genesys Cloud CX, the company sought tooling to help.
They replaced a traditionally slow, manual migration process with an automated, insight-driven approach combining discovery, analytics, and structured extraction.
The challenges faced
The organization’s Avaya CC environment had evolved into a highly complex ecosystem, built on years of layered customization and vector-based routing logic. Visibility into actual usage was limited, making it difficult to distinguish critical flows from redundant ones.
Manual discovery and mapping were estimated to take 28 weeks and carried significant risk. Even minor errors in documenting routing logic could lead to extended roll out times and future service disruption – unacceptable in a healthcare setting. The organization needed a faster, more accurate approach that would not carry legacy inefficiencies into the cloud.
The solution
VOSS and Virsae delivered an automated, data-led migration strategy.
Automated discovery extracted full configuration data, including complex vectors and routing logic, and translated it into structured datasets and clear visual call flows. This significantly accelerated understanding of the environment while improving accuracy.
Usage-led analytics then provided insight into real operational behavior, including volumes, concurrency, and agent utilization. As a result, the organization was able to eliminate redundant logic and design a cleaner, right-sized target architecture.
Finally, the solution generated structured outputs – including Excel datasets and Visio diagrams – and blueprint documentation to support direct configuration in Genesys Cloud CX. This streamlined the rebuild of routing logic and minimized deployment risk.
The value
The results were immediate. The migration, initially estimated at 28 weeks, was completed in just 8 weeks. The platform was deployed in under a week, with automated discovery completed within four weeks.
Automation significantly reduced risk by eliminating manual errors and providing validated, visualized call flows. At the same time, the organization improved operational efficiency by removing unnecessary complexity and aligning the new environment to real usage.
The result was a leaner, more scalable contact center, with optimized licensing and a strong foundation for future innovation.
The company was able to transform a complex, high-risk migration into a fast, controlled, and insight-led process – modernizing with confidence and leaving legacy inefficiencies behind.
Are you ready to modernize your UC and CC environment?
VOSS and Virsae combine deep expertise with powerful automation to deliver efficient, low-risk migrations, whether from legacy systems or across cloud platforms.
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