I caught up on listening to AWS last month's Contact Center Days
It featured 2 large enterprises discussing their experience transitioning to Amazon Connect:
U.S. Bank with Kent Lemon SVP, Contact Center Customer Engagement
Manulife with Jason Colwell Value Stream Owner, Contact Centre Transformation and Bruce Mitchell Technical Product Owner
What I found the most interesting is that both shared that it has been critical to their success NOT to migrate their configuration as-is to the cloud.
Instead, they use the opportunity of the cloud transition to take stock and recast, in particular, their routing strategies.
It turned out to be an essential step to avoid porting into the cloud the complexity they built out over the years.
Something I see more and the way to go.