Prepared for C1 · New York Life Opportunity
Extending C1’s CX capability
for New York Life.
A complementary delivery model for Amazon Connect architecture, migration and managed services, with C1 at the center.
One Team, Complementary Strengths
One team.
Complementary strengths.
C1 brings the relationship. Cresyn brings the engagement. Omningage brings specialist Amazon Connect depth.
C1
- Customer relationship
- Customer governance
- Enterprise CX expertise
- Existing Cisco environment knowledge
Cresyn
- CX Strategy & Advisory
- Technical & Business Expertise
- US Resources & Engagement
- Ecosystem Access & Orchestration
Omningage
- Amazon Connect architecture
- Migration & engineering
- Managed services
- AI & automation
The Amazon Connect Journey
From Cisco to Amazon Connect,
without unnecessary disruption.
Based on our current understanding, Phase 1 for New York Life is a largely like-for-like migration from Cisco UCCE/UCCX to Amazon Connect.
Understand
- Cisco architecture & routing
- Operational workflows
Preserve
- Critical requirements & target architecture
- Avoid unnecessary transformation
Migrate
- Configuration & UAT
- Controlled cutover & hypercare
Operate
- Managed service
- Monitoring & support
Improve
- AI & automation
- Ongoing optimization
Amazon Connect Expertise Across the Full Lifecycle
Specialist depth,
end to end.
Deep Amazon Connect expertise, grounded in Cisco contact center heritage.
Strategy & Architecture
Target-state design grounded in the existing environment.
Cisco → Amazon Connect
Migration expertise that understands both sides of the journey.
Flows, Routing & Telephony
Contact flows, queues, IVR, telephony and routing.
Integrations & Experience
CRM, agent and supervisor workflows, and connected experiences.
AI, Automation & Analytics
AI assistance, automation, reporting and performance visibility.
Managed Services & Optimization
Ongoing operations, support, enhancement and continuous improvement.
AWS Advanced Tier Partner · Amazon Connect Service Delivery · Amazon Connect Ready · AWS ISV Accelerate
Built for Complex Environments. Proven in Production.
Enterprise-scale
Amazon Connect experience.
Large-scale Amazon Connect managed service experience in a complex enterprise environment.
Built to Operate:Incident management, configuration changes, enhancements and ongoing optimization, long after go-live.
Five countries · Vonage → Amazon Connect · Salesforce integration
Legacy platform → Amazon Connect · ~6-week discovery to launch · 24x7 managed service
Migration Doesn’t Have to Mean Starting Over
Preserve what matters.
Improve when ready.
Amazon Connect provides the platform. Omningage adds the operational and AI layer for agents and supervisors, preserving what teams rely on today with a path to improve it.
Preserve
Critical customer, agent and operational requirements.
Simplify
Remove unnecessary complexity where Amazon Connect allows it.
Improve
Introduce AI, automation and new capability when ready.
The Work Doesn’t Stop at Go-Live
How Omningage runs the service.
Run and improve, together.
More than a support number: a structured operating model of process, tooling and technical people.
- Monitor
- Detect
- Triage
- Resolve
- Review
- Improve
Service Management
- ITIL / ITSM practices
- Incident management
- Problem management
- Change management
- Service governance
- AWS escalation
Technical Operations
- Amazon Connect administration
- Contact flow & routing support
- Integration & telephony troubleshooting
- L1–L3 technical support
- Monitoring & alerting
- 24x7 P1/P2 support options
Continuous Improvement
- Environment optimization
- Automation & AI
- New Amazon Connect capabilities
- Agent & customer experience
- Innovation Squad capacity, when required
Current tooling, flexible by design. We can align to C1 or customer-preferred tools.
C1 Stays in Control. We Extend the Team.
One joined-up team.
Clear roles.
New York Life · The Customer
The Business Case for C1
What the model enables.
Next Steps
Let’s move
New York Life forward.
Bring the right teams together, align the engagement, and define the path from today’s Cisco environment to the target Amazon Connect operating model.
contact@cresyn.ai