Migrating from Cisco UCCE to Amazon Connect

I do a ton of UCCE, but I've not known a single customer who has moved from CCE to AWS. I've had a few customers kick the tires, but ultimately not make the move. I'm sure there are some. Based on the research I've done with Connect I think it's a good platform, but if you have an extensive IVR it might be an uphill battle to move it over.

The great thing about Connect is that it's pretty inexpensive to try out, so you have the option to try before you commit.

david

Hi David,

Thanks for the feedback !!! I've been using UCCE since the 6.x release about 15+ years now. It does the job for us. It's a complex environment to manage (too many moving parts) and upgrade is painful. I am exploring other options and would love to hear feedbacks from AWS Connect customers.

Thanks !!!
Danny

I've been playing a lot with the Five9 platform these last few weeks and it's pretty impressive, give them a spin. I've been supporting UCCE and CCX since 5.x and 3.x respectively. Been a long journey.

david

Hello Danny, We have been migrating clients to Connect for years now. Migration, integration and custom development services are our main profile. We also do POC for customers who would like to have a taste of Connect before they commit to move. Please drop me a direct message to discuss: zoltan@voxologic.com

Edited by: Zol on Apr 25, 2019 2:18 AM

Hi,
We are a Cisco and Amazon Connect partner and can help you to build like for like migration path. We have
Comstice Board; for supervisor visibility and wallboards
Comstice Quartz; for reporting, forecasting and resource management, Finesse and Amazon Connect web agents
Comstice Desktop Agent app: Supports Finesse and Amazon Connect
Comstice Mobile Agent app: Supports Finesse and Amazon Connect
If you send an email to info@comstice.com, we can go through the options over the webex.

You can host our solutions in your own network.

Regards,
Comstice AWSAdmin

Edited by: comsticeWeb on Apr 25, 2019 5:11 AM

Hi Danny,

Connect is provided as a hosted solution which runs within its own VPC. We've supported many FinServ clients, aka highly regulated, to migrate over to Connect. Let us know if you have any more questions.

Thanks
Dan

Thanks everyone for responding !!!

I am still in discovery phase, looking at different vendors and their service|product offers. I've been on Cisco UCCE on-prem solution for so long and would love to hear where the industry is headed around contact center.

Thanks !!!
Danny

Hi Danny,

Feel free to give me a ping and we can give you a demo of Connect and discuss how we many be able to help you.

Thanks
Dan

Hi Danny,

We explored an option to migrate to Amazon Connect. However, we had several challenges.

1. Connect doesn't support Call Blending. Same agent cannot take inbound and outbound call at the same time
2. We extensively use Cisco Dialer and Campaign Manager, Connect doesnt have it at the moment
3. Courtesy call back doesn't have enough customization.

I was able to integrate Cisco CVP with Google AI/Dialogflow and Amazon connect in order to leverage NLP/Voice Recognition/Text to speech and speech to text and it works like a charm. We are building an integration between Cisco and Amazon connect/Google AI using uniMRCP and it works as expected. The idea is to use Cisco for Routing and Connect for speech recog/ML and AI.
Let me know if you would be interested in seeing a POC. Happy to share :)

Regards
Dip Mehta

Hi Danny,

I think it would be helpful if you can define the business need or problem you are trying to solve. Are you trying to minimise the infrastructure cost, operational overhead or speed up the feature rollouts by minimising the dependency to the vendor-initiated rollouts?

You should also look at the following questions to clarify the current state of your evironment;

• Are you doing calltype / skill based routing or precision queuing?
• Are you using dialers? If yes is it Cisco or third party such as Noble
• What are your reporting requirements? Are there any areas UCCE/CUIC can not fulfill such as lack of clear and detailed reporting for each call so you can not visualise customer journeys?
• Are there any features such as cherry picking the calls from the queue that UCCE can not fulfill?
• What is your future strategy? Increasing the IVR self service containment rate, migrating customer enquiries to chat, embracing mobile persistent chat, expanding customer service beyond call center floor or else?

We do offer migration consultancy and out of the box reporting, desktop agent, mobile agent and wallboard solutions for Amazon Connect which also supports UCCE. So your team leaders and agents can have the same user experience before and after the migrating to Amazon Connect.

Comstice Web Team

Nice work Dip.

Thanks Dan. The biggest advantage with this integration is that it retains Amazon NLP/IVR data within CVP which could be sent to Agent desktop. There are other ways like blindly transferring the calls between systems but are not efficient as data needs to be retrieved between both the systems.

These guys are both Cisco UCCE and Amazon Connect experts and can do a migration
https://www.drvoip.com/