Healthcare01Patient access modernization
A hospital network moved 96 appointment and triage flows without pausing scheduling lines, keeping HIPAA-scoped attributes intact end to end.
6 daysCutover0Dropped calls
Genesys Cloud → Amazon ConnectMigrate in Days,
Migrate in Days,
Not Weeks.
Emscale is an enterprise migration platform that discovers, transforms, validates and deploys your entire Genesys Cloud contact center into Amazon Connect, with a full audit trail behind every change.
92%Automated conversion1,400+Flows migrated0Manual rebuilds
Live migrationRunning
Genesys CloudSource tenant · 318 resources discovered100%Migration EngineTransforming Architect flow · main_ivr_v4
Amazon ConnectTarget instance · us-east-1 · publishing68%10:24:02 discover · 318 resources indexed
10:24:09 transform · 42 queues mapped
10:24:15 validate · dependency graph OK
10:24:21 deploy · main_ivr_v4 published
The problem
Migrating a contact center by hand is a rebuild, not a move.
Every flow is re-drawn from screenshots. Every queue, prompt and variable is re-typed. Nothing is verifiable until it is live, and the only test environment is production.
Manual migration timeline8+ weeks
W1W2W3W4W5W6W7W8
Flow inventory
Rebuild in Connect
Fix dependencies
Manual QA cycles
Cutover window
avg. 3 slipped cutovers per programme · rework rate 31%
01Manual rebuildingHundreds of Architect flows re-created block by block, with no source of truth to compare against.
02Human errorOne mistyped attribute or prompt ID routes a live caller to silence, and it surfaces weeks later.
03Dependency failuresFlows reference queues, Lambdas, modules and audio that nobody has mapped. The graph breaks quietly.
04Weeks of testingCall-by-call regression testing by hand, repeated after every change, consumes the schedule.
05Production riskCutover night is the first real test. Rollback means re-pointing carriers under pressure.
The platform
One engine between your two platforms.
Genesys CloudYour live contact centerEmscale Migration EngineDiscovery · deterministic transformation · validation · deployment
Amazon ConnectProduction-ready, validated, auditedConnect both platforms once. Emscale reads your Genesys estate as structured data, converts every resource into its Amazon Connect equivalent, proves the result against the original before anything ships, and gives your team a reversible, fully logged deployment instead of a cutover gamble.
How it works
Four stages, run as one automated pipeline.
Import
OAuth into the Genesys tenant and pull the full estate as structured data.
OAuth authenticationResource discoveryVersion snapshot
Transform
Convert each resource into its Connect equivalent with deterministic mapping rules.
Flow logic conversionQueue & prompt mappingAttribute translation
Validate
Prove the converted estate against the source before a single flow is published.
Dependency graphReference integrityPre-flight report
Deploy
Publish into the target instance in controlled waves, reversible at any point.
Staged publishingOne-click rollbackImmutable audit log
Platform intelligence
The intelligence that makes a migration provable.
Seven engines work behind the pipeline. Select one to see what it does.
Engine 01 · AI Mapping
Ambiguous logic resolved by model, then locked by rule.
Where Genesys constructs have no one-to-one Connect equivalent, the mapper proposes the closest structural match, scores its confidence and records the rationale. Approved mappings become deterministic rules reused across the whole estate.
92%Auto-mapped8%Flagged for review100%Rationale logged
Engine 01 · AI Mapping
Ambiguous logic resolved by model, then locked by rule.
Where Genesys constructs have no one-to-one Connect equivalent, the mapper proposes the closest structural match, scores its confidence and records the rationale. Approved mappings become deterministic rules reused across the whole estate.
92%Auto-mapped8%Flagged for review100%Rationale logged
Engine 02 · Resource Discovery
You cannot migrate what nobody has inventoried.
Discovery crawls the tenant and returns a complete, versioned inventory, including the orphaned flows, unused prompts and shadow queues that manual audits always miss.
318 resources47 orphaned12 duplicate prompts6 unreachable branches
Engine 03 · Dependency Resolution
Every reference resolved in the right order.
The engine builds a directed graph of the entire estate, flows to modules, modules to queues, queues to hours, prompts to audio, Lambdas to attributes, then computes a deployment order where nothing publishes before its dependencies exist.
main_ivr_v4 → mod_auth → queue_billing
mod_auth → lambda:VerifyCustomer
queue_billing → hours:APAC_Standard
Engine 04 · Validation
Nothing ships until it can be proven equivalent.
Structural diffing compares the converted estate against the source snapshot and blocks deployment on any unresolved variance, with the failing node named, not a generic error.
1,208 assertions passed3 warnings0 blocking
Engine 05 · Deployment Automation
Publishing as a controlled release, not a night shift.
Define waves by business unit, region or risk. The platform publishes each wave against the resolved dependency order, pauses on the first anomaly, and holds the previous state ready.
Wave 1 · RetailWave 2 · BillingWave 3 · Claims
Engine 06 · Rollback
Every deployment is reversible in one action.
The platform keeps an immutable snapshot of the target instance before each wave. If a wave misbehaves, restore the prior state per resource, per wave or in full: no carrier re-pointing, no manual undo.
< 90sFull wave restorePer-resourceGranularity
Engine 07 · Audit
A defensible record of who changed what, and why.
Every discovery, mapping decision, approval, validation result and deployment action is written to an append-only log with actor, timestamp and diff, exportable for internal audit and regulator review.
14:02:11 a.mehta approved mapping TransferToACD → TransferToQueue
14:06:48 system published wave retail-1 (42 flows)
Coverage
12 resource classes · tap to expandWhat gets migrated.
Architect Flows142
Inbound, outbound, in-queue and secure call flows converted to Connect contact flows with branching, loops and error paths preserved.
Queues42
Skills, priority, service level targets and routing method mapped to Connect queues and routing profiles.
Prompts386
TTS and recorded prompts migrated with language variants, deduplicated and re-referenced across flows.
Lambda Integrations28
Data actions rewired to Lambda invocations with request payloads and response parsing mapped to contact attributes.
Audio Assets1.2k
Source audio transcoded to Connect-supported formats, checksummed and verified playable post-deployment.
Contact Attributes210
Participant data and session variables translated to Connect contact attributes with type coercion rules.
Routing Rules64
Skill expressions, bullseye rings and overflow behaviour reproduced through routing profiles and queue priority.
Variables540
Flow-scoped and global variables carried across with expression syntax rewritten for Connect.
Reusable Tasks37
Shared task logic converted once into modules and re-referenced, rather than duplicated per flow.
Hours of Operation19
Schedules, holiday sets and time zones recreated as Connect hours of operation, verified per region.
Modules31
Common sub-flows migrated as independent modules so a single fix propagates everywhere it is used.
Error HandlingAll paths
Timeouts, no-input, no-match and system error branches migrated so failure behaviour matches the source exactly.
Reliability
The validation gate every deployment must pass.
Six independent checks run against the converted estate on every build. All six must be green before the platform will publish anything to your Connect instance.
95%Pre-flight confidence1,208 assertions · 3 advisory warnings · 0 blocking failures
Validation run · build 4172Passing
Dependency Check318/318
Queue Validation42/42
Prompt Validation386/386
Routing Validation64/64
Flow Integrity142/142
Deployment ReadyGO
Control plane
Watch the migration as it happens.
emscale.app/migrations/apac-prodLive
Import318resourcesRunning
Transform142flowsCompleted
Validation1,208assertionsPassed
Deployment68%wave 2Publishing
Progress by resource class
FlowsQueuesPromptsLambda
10:31:02 import · fetched 318 resources
10:31:19 transform · main_ivr_v4 converted
10:31:44 validate · 1,208 assertions passed
10:32:03 deploy · wave 2 · 28/42 published
10:32:20 audit · snapshot 4172 sealed
Ecosystem
Connected to the systems your migration touches.
Native connections in both directions, so nothing has to be exported, edited by hand and re-uploaded.
Security
Your call data never leaves your control.
Emscale runs against your tenants with scoped credentials and writes every action to an immutable log. No recordings, no customer PII, no shadow copies.
OAuth 2.0Scoped Genesys client credentials, rotated per migration run.
IAM least privilegeAssume-role access limited to the target Connect instance.
EncryptionTLS 1.3 in transit, AES-256 at rest, customer-managed keys.
Audit trailAppend-only record of every actor, decision and diff.
Private networkingVPC-deployed runners with PrivateLink egress, no public ingress.
Deployment logsStreamed to your CloudWatch account, retained on your terms.
Use cases
Migrations that could not afford to fail.
Healthcare01
Insurance02Claims platform migration
Fourteen years of accumulated claims routing, 210 attributes and 31 shared modules, consolidated and migrated in three deployment waves.
31 → 12Modules3 wavesZero rollback
Financial services03Retail banking transformation
Secure IVR flows with card authentication migrated under regulator observation, with the full audit export delivered the same week.
100%Audit coverage4 regionsIn parallel
Government04Citizen services modernization
A national service desk moved to Connect inside a fixed procurement window, with bilingual prompt sets validated line by line before release.
1.2kPrompts verified2 langsParity checked
Frequently Asked Questions
Everything you need to know.
Answers on flow coverage, transformation rules, validation gates and running migrations safely against a production Amazon Connect instance.
The Migration Tool supports all Genesys Cloud Architect inbound flow types, including inbound call flows, inbound chat flows, and inbound message flows. Flow type coverage is validated during the import stage, and the transformation engine maps supported action sets accordingly.
The transformation engine handles divergent actions through configurable mapping rules. Actions with no direct equivalent are flagged in the transformation report with recommended Amazon Connect equivalents. Complex logic may require a Lambda stub, which the engine scaffolds automatically for developer completion.
Simple flows with standard routing and queue actions typically complete a full migration cycle: export, transform, validate, and deploy, in under 30 minutes. Complex flows with extensive data integrations and custom logic may require additional time for Lambda stub implementation and validation resolution. Full enterprise library migrations are structured as phased programs with wave planning support.
Yes. The migration dashboard supports multi-flow selection and batch export from the Genesys flow catalogue. Each flow is transformed and validated independently, with the option to deploy flows individually or as a coordinated batch after all pre-deploy checklists pass.
The deployment is blocked. The checklist report identifies the specific failed category, the failing resource reference, and the recommended resolution action. No partial deployment occurs. The fail-closed model ensures Amazon Connect is only updated with fully validated, deployment-ready contact flows.
Yes. Dry-run performs complete schema and reference validation against the live Amazon Connect inventory but makes no write operations. It is safe to run against production at any time and is recommended as standard practice before every deployment.
Audio prompts referenced in Genesys flows are identified during the pre-deploy checklist. The validation layer checks that corresponding prompts exist in Amazon Connect with the required encoding format. If prompts are missing, the checklist flags them before deployment so they can be uploaded to Amazon Connect before the flow goes live.
Yes. The REST API surface of the Migration Tool allows integration with GitHub Actions, Jenkins, or any CI/CD platform. Teams managing contact flow changes through version control can trigger migration jobs programmatically as part of their deployment pipeline.
3 migrations running now · 128 flows published today
Ready to Modernize
Your Contact Center?
Start with a read-only assessment of your Genesys estate. No changes, no commitment, just the real picture of what your migration involves.
apac-prod · wave 268%
10:32:41 deploy · queue_billing published
10:32:52 validate · routing parity confirmed
10:33:05 deploy · 31/42 flows live