The Hidden Risk of Contact Center Case Migration | Amazon Connect

Overview

Many organizations moving from legacy contact center solutions to Amazon Connect face a significant challenge: Amazon Connect provides migration capabilities for customer profiles and contact data, but not for active customer cases. At the time of migration, thousands of this client's customer cases were still open and actively managed by support teams — containing critical interactions, escalations, ownership details, and service history that could not simply be left behind.

Migrating Cases Without Interrupting Customer Service

Active Cases Could Not Be Migrated Natively

The target platform does not provide a native capability to migrate active records from the existing system. As a result, organizations must find an alternative approach to ensure ongoing work can continue without disruption.

The Legacy Platform Needed to Remain Operational

The client wanted a stabilization period after go-live and required both systems to remain synchronized throughout the transition period.

Requirements: Migrate active cases automatically · Avoid duplicate records · Maintain data consistency · Bidirectional synchronization

Solution

To support a seamless system transition, a migration and synchronization framework is implemented to ensure that active cases remain available across both platforms without disrupting ongoing business operations.

Step 1

Discover and Extract Active Cases

The framework identifies and retrieves all active and open cases from the existing case management system, including associated customer information, case status, priority, ownership, and interaction history.

Step 2

Transform and Migrate Case Data

The extracted data is transformed into a format compatible with the target case management platform. Corresponding cases are created while preserving relationships and reference mappings between the source and target systems to ensure traceability.

Step 3

Enable Bidirectional Synchronization

A synchronization service continuously monitors both platforms for new case creation and case updates. Any changes made in either system are automatically replicated to the other, ensuring both platforms remain consistent throughout the migration period.

Step 4

Maintain Operational Continuity

During the transition phase, both systems operate in parallel with synchronized case data. This allows business users to continue working from either platform, providing operational flexibility and a reliable fallback while users gradually adopt the new system.

Scenario A: Case Created in Amazon Connect

A new case is automatically created in the legacy platform.

Scenario B: Case Updated in Legacy Platform

Updates are automatically synchronized back to Amazon Connect.

Business Impact

Without This Solution

• Active records remain in the legacy platform, requiring users to manually recreate or manage records across multiple systems.

• Manual processes increase operational effort and introduce the risk of duplicate or inconsistent data.

• Organizations are forced to rely exclusively on either the legacy or the new platform during the transition, limiting operational flexibility.

• Any production issue in the new platform can significantly impact business operations due to the lack of a reliable fallback mechanism.

With This Solution

• Active records are automatically migrated to the new platform while preserving all required business information.

• Record creations and updates are synchronized between both platforms in near real time, ensuring data consistency throughout the transition.

• Both platforms can operate simultaneously during the stabilization period, allowing users to work from either system as needed.

• Organizations can adopt the new platform with reduced operational risk, improved business continuity, and the confidence of having a synchronized fallback environment.

Results

100% Active Cases Successfully Migrated

Real-Time Bidirectional Synchronization

Reduced Migration Risk

Improved Agent Productivity

Full Business Continuity

Key Learnings

Business Continuity Is Critical During Migration

A successful contact center migration requires more than moving data — organizations must ensure ongoing customer operations remain uninterrupted throughout the transition.

Real-Time Synchronization Prevents Data Inconsistencies

Keeping both systems synchronized ensures agents always work with accurate and up-to-date case information.

Automation Improves Efficiency

Automating case migration and synchronization eliminates manual effort, reduces errors, and improves operational productivity.

Fallback Strategies Increase Adoption Confidence

Custom integrations can extend native Amazon Connect capabilities and address complex business requirements during migration projects.

Case Migration Architecture

AppFlow extracts cases from Salesforce → S3 → Lambda validates and batches → SQS → Lambda invokes the Amazon Connect Create Case API.

Preview

Flow Summary

Amazon AppFlow extracts Case records from Salesforce based on the configured migration schedule.
Extracted case data is exported and stored as files in an Amazon S3 bucket.
An S3 Event Notification triggers the Lambda function whenever a new case file is uploaded to S3.
The Lambda function validates, transforms, and sends case records to Amazon SQS in batches.
SQS buffers the case records and triggers the Case Creation Lambda at a controlled rate to prevent API throttling.
The Lambda function invokes the Amazon Connect Create Case API to create cases in the Amazon Connect Cases Domain.

Bidirectional Case Sync Architecture

Salesforce to Amazon Connect

Salesforce to Amazon Connect: platform events → EventBridge → SQS → Lambda creates or updates the case in Amazon Connect.

Preview

Flow Summary

Cases created/updated in Salesforce initiate platform events.
Salesforce Event Relays send events to Amazon EventBridge.
EventBridge evaluates incoming events against configured rules and routes eligible events for further processing.
Events are queued in Amazon SQS for processing.
SQS delivers events to AWS Lambda in batches.
AWS Lambda will create a case or update a case based on the input request.

Amazon Connect to Salesforce

Amazon Connect to Salesforce: case events → EventBridge → SQS → Lambda invokes the Salesforce Case API to create or update the corresponding record.

Preview

Flow Summary

Amazon Connect Cases generates near real-time events whenever a case is created or updated.
Amazon EventBridge receives the case events on the configured event bus.
EventBridge routes the events to Amazon SQS for reliable and scalable processing.
SQS delivers the events to AWS Lambda in batches for controlled processing.
SQS delivers events to AWS Lambda in batches
Lambda invokes the Salesforce Case API to create or update the corresponding case records in Salesforce.

Conclusion

A successful contact center migration is measured not just by what moves, but by what never breaks along the way. By combining automated case migration with real-time bidirectional synchronization, P3Fusion gave this client zero disruption, full continuity, and confidence in every case.

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