AI overlay vs replacing your CCaaS
The market pushes big platform migrations. Most mid-market and enterprise contact centres don't need one. If you already run a capable CCaaS, an intelligence overlay adds the AI on top — faster, cheaper and far lower-risk than a rip-and-replace.
Rip-and-replace CCaaS
Intelligence overlayusually the faster win
Timeline
3-6 months typical; 6-12 months for 200-500 seats
4-16 weeks
Services cost
$200k–$NaN–$NaN (200–500 seat migration)
Config + enablement only
First value
After cutover
AHT -20-30% in month one; 100% QA from go-live
Risk
High (multi-year consequences)
Low — sits on top, reversible
The hard parts of a migration are rarely telephony (that swaps in days) — they're the Salesforce/Dynamics CTI rebuild, WFM forecast-to-schedule pipeline, custom IVR scripts, historical reporting parity. An overlay sidesteps all of it.
Add AI to your platform
Add AI to Genesys Cloud CXNo rip-and-replaceview →Add AI to NICE CXone (Mpower)No rip-and-replaceview →Add AI to Five9No rip-and-replaceview →Add AI to TalkdeskNo rip-and-replaceview →Add AI to Amazon ConnectNo rip-and-replaceview →
Next step
Not sure which you actually need?
Run the free Stack Audit — six questions produce a verdict (new platform, overlay, or autonomous) and route you to a low-risk next step for your size.