Amazon Connect Customer Readiness Assessment

Move from legacy contact center constraints
to AI-powered operations with a clear path to execution, fully funded by AWS for qualified customers

Legacy contact center platforms limit your ability to adapt, integrate, and deploy AI. Disconnected systems, rigid workflows and rising costs make it difficult to deliver modern, omnichannel customer experiences or respond to changing expectations in real time.

At the same time, organizations are under pressure to introduce AI-driven self-service and improve agent productivity, but struggle to operationalize these capabilities. Fragmented tools, siloed data and unclear architecture paths make it hard to move from experimentation to scalable, production-ready solutions.

Loka’s Amazon Connect Customer Readiness Assessment, fully funded by AWS, helps you define what a modern, AI-enabled contact center looks like in your environment and how to get there with a clear, executable plan aligned to your systems, workflows and business goals.

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Why Assess?

Rising Customer Expectations

Customers expect real-time, omnichannel engagement

AI-Powered Productivity

AI is becoming essential for self-service and agent productivity

Legacy System Limitations

Legacy systems slow down change, integration, and innovation

How It Works

Current State & Opportunity Discovery (1-2 weeks)

We assess your contact center operations, including channels, routing logic, agent workflows and existing integrations, to identify inefficiencies and high-impact opportunities.

Architecture & Experience Design (2–3 weeks)

We map your operations to Amazon Connect, defining omnichannel routing,
AI-driven self-service and agent assist and integration with CRM and data systems, aligned to your customer and agent experience goals.

Business Case & Migration Roadmap (1 week)

We quantify the business impact, including cost, efficiency gains and AI opportunities, and deliver a phased migration plan with timelines, dependencies and risk considerations.