IVR modernization & migration
Modernize or migrate a legacy IVR without the outage, the regression, or the six-month discovery of what the old system actually did.
The problem
Legacy IVRs accumulate decades of undocumented behavior. The people who built them are gone, the call flows exist only in production, and every change risks breaking a path some customer segment depends on.
Migration projects fail on exactly this: the new platform goes live, and for weeks afterward callers hit dead ends nobody knew existed. For a bank, an insurer, or a hospital, that is not a software bug. It is a customer-facing outage that ends up in an executive review.
What we do about it
Discover what the IVR actually does
We map the real production behavior, crawling the live system with automated calls where documentation is missing, before anyone writes a migration plan.
Migrate in slices, not big-bang
Call flows move by segment with parallel-run periods, so rollback is a routing change rather than an incident bridge.
Validate every path with real calls
Automated PSTN test calls verify prompts, routing, and menu behavior on the new platform against the old one’s baseline, before traffic moves and continuously after.
How an engagement runs
Flow inventory, automated behavioral baseline of the current IVR, target architecture.
Flow rebuild on the target platform, integrations, segment-by-segment cutover.
Baseline comparison testing, monitoring, decommission of the legacy estate.
Technologies & platforms
Questions buyers ask
- Which platforms do you migrate to?
- Genesys Cloud CX, Amazon Connect, and Twilio. We also migrate between them, and off legacy on-premises platforms such as Avaya and Cisco estates.
- How do you migrate an IVR nobody fully understands?
- We baseline the live system with automated discovery calls, producing a verified map of prompts, menus, and routing. The migration is then tested against that baseline rather than against incomplete documentation.
- Can you migrate without downtime?
- Cutover is done per segment with parallel running, so the exposure at any moment is one slice of traffic with an immediate routing rollback available. Callers should never see a hard outage.
- Do you redesign the IVR or rebuild it as-is?
- Your choice, and often both in phases: a like-for-like migration first to retire platform risk, then redesign informed by real containment data. We recommend against combining a platform migration and a full redesign in a single cutover.
- What does an IVR migration cost?
- It depends on flow count, integrations, and telephony complexity. After a discovery phase we give a fixed scope and price per segment, so cost is committed before build starts.
Discuss your situation with an engineer
Thirty minutes, technical, no deck, and you leave with a concrete next step.