Cisco Migration

Moving from Cisco to Amazon Connect

UCCX, UCCE, or Packaged CCE — your Cisco contact center has served its time. We migrate you to Amazon Connect with phased cutover, IVR translation, and agent desktop integration so operations never stop.

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AWS Partner, Advanced Tier ServicesFounded by former AWS Amazon Connect specialists

Case study · Transportation Agency 40+ agents migrated off legacy infrastructure See the project

The problem

Why Teams Are Leaving Cisco Contact Center

Cisco UCCX and UCCE estates are built on on-premises hardware with licensing models designed for a different era. Teams searching for a Cisco migration partner need someone who understands Script Editor, CVP, and ICM — and knows how to translate all of it to Connect.

  • On-premises servers, gateways, and UCS hardware with expensive refresh cycles

  • Per-seat Cisco licensing (UCCX/UCCE) plus CUCM infrastructure costs

  • IVR scripts in Script Editor or CVP that require specialized Cisco developers to change

  • Limited remote-agent capability without VPN and softphone complexity

  • No elastic scaling — capacity planning means buying hardware ahead of demand

  • Finesse desktop integrations that are fragile and costly to extend

Migration methodology

Seven phases. No big-bang cutover.

A phased approach that de-risks cutover from Cisco and keeps live operations running throughout the transition.

  1. Discover

    We inventory your current routing, IVRs, integrations, and reporting.

  2. Design

    Every component gets an Amazon Connect equivalent and a place in the cutover plan.

  3. Build

    Amazon Connect is built alongside your current platform, which keeps taking calls.

  4. Test

    Test calls run through every flow and integration before any agent moves.

  5. Pilot

    A first group of agents or queues goes live while everyone else stays put.

  6. Cutover

    The remaining queues and phone numbers move over in planned waves.

  7. Hypercare

    The same senior architects stay on after cutover to tune routing and fix issues fast.

  • UCCE / UCCX routing becomes Routing and queues
  • CVP and Script Editor becomes Contact flows + Lex
  • Finesse desktop becomes Agent workspace
  • CUCM and gateways becomes Connect telephony
  • UCS servers becomes Managed by AWS

Case study

A Transportation Agency Migration

40+ Agents Migrated to Amazon Connect

40+agents migrated off legacy infrastructure

Amazon Connect

Transportation Agency: Amazon Connect Migration

The challenge
Legacy contact center limiting agent effectiveness, with fragmented workflows and no integration with third-party dispatch and service tools.
What we built
Full Amazon Connect migration from legacy platform, custom CRM integration into agent workspace, IVR redesign, and supervisor reporting.

Outcomes

  • Migrated 40+ agents off legacy infrastructure
  • Integrated third-party data directly in agent desktop
  • Improved first-call resolution with reduced handle time
Plan a similar project (like Transportation Agency)

Start a conversation

Ready to Leave Cisco Behind?

Book a 30-minute working session with a senior Amazon Connect architect who has executed Cisco migrations.

Start your projectBook a 30-minute session

Prefer email? info@guidedreach.com