1,200-agent UCCX cutover.
Zero dropped calls. 38 days.

The customer

Who this was

The migration problem

What was forcing their hand

The customer had a 4-week escalation window before their UCCX 11.6 environment aged out of TAC support. They couldn't add agents without opening a Cisco PS engagement — which ran 6–8 weeks lead time — and their Finesse gadgets had stopped working in Chrome 124 due to a TLS handshake change in the browser that UCCX 11.6 never patched.

The gadgets were hard-coded against the UCCX 11.x Finesse API. They didn't survive in Webex CC's agent desktop without a full rewrite. The customer's IT team had already tried an internal migration project and stalled at the flow translation step — UCCX's scripting model doesn't map cleanly onto Webex CC's flow designer, and they'd spent 6 weeks translating the wrong layer.

What good looked like

• A predictable cutover day — not a rolling 6-week soft launch where half the agents are on the old system
• Zero stabilization period — supervisors needed the same dashboard views on Monday morning that they had Friday
• AHT at or below baseline within 30 days of cutover — the customer had a payer contract with an AHT SLA

The engagement

What we actually did

Concrete deliverables handed to the customer

• Flow inventory spreadsheet — all 22 workflows documented, source and destination behavior mapped
• Side-by-side script parity report — every behavioral delta between UCCX and Webex CC flagged and accepted by a supervisor
• Per-site cutover runbook — step-by-step cutover procedure, rollback decision criteria, and post-cut validation checklist for each of the 12 sites

The outcome

What actually shipped

The AHT reduction came primarily from the Webex CC agent desktop's native whisper coaching and supervisor monitoring — capabilities that required separate Cisco licenses and manual configuration on UCCX. The customer had them available out-of-the-box and supervisors started using them on Day 2.