As customer and employee experiences converge, IT leaders are under pressure to unify communications and contact centre technologies. Here’s how one organisation made the leap from siloed Cisco infrastructure to a fully integrated Webex CX environment with VOSS as their strategic guide
You might have already noticed that the lines between unified communications and customer experience are fading. That’s not only occurring but actively accelerating, underpinned by macro trends such as cloud adoption, hybrid working, and users who expect more joined-up interactions, whether they’re customers or colleagues.
What’s more pressing is the how. How do you meaningfully connect UC and CC in a way that makes life easier, not harder? How do you move from convoluted on-prem environments to something that’s flexible, cloud-ready, and manageable?
This is the story of a global financial services firm that did just that.
After years of relying on a heavily customised Cisco UC and CC setup, they shifted to Webex Calling and Webex Contact Center, leaning on VOSS for everything from discovery to automation. The result was a fundamentally cleaner, simpler, and smarter communications environment that finally made UC and CX intuitively feel part of the same conversation.
Starting Point: A Complex Legacy Cisco Environment and Zero Visibility
Before anything could be modernised, the organisation had to reckon with what was already there. It had spent years building out a Cisco UC telephony platform alongside Cisco UCCX for their contact centre. Over time, things became complicated. Scripts were layered on scripts, engineers came and went, and institutional knowledge went with them.
The result extended beyond basic failure and escalated into friction. Nobody could say for sure how many flows were live, which ones were redundant, or whether call routing still matched business needs. Making changes was risky for IT, while the experience was patchy for agents. For the business at large, the once-tantalising promise of the cloud remained unfulfilled.
The first priority was to get a clear view of the UC environment, including how calls moved, how teams were structured, and what scripts were doing under the hood. That’s where VOSS came in.
Discovery and Migration Make the Invisible Visible—Then Present a Plan
VOSS carried out a discovery, enabling the financial services firm to finally see what they were working with. The process automatically pulled existing call flows from UCCX and laid them out as visual diagrams rather than spreadsheets or config files. They were presented as actual flows you could follow, diagnose, and improve.
This visual clarity changed everything. Gaps were exposed, old scripts were flagged, and outdated routing was unmasked. It empowered IT leaders with the confidence to move forward and the ability to pinpoint what could be streamlined.
Next came the shift to the cloud. The company had already migrated its UC telephony to Webex Calling. Now, it was time to move the contact centre. Using VOSS migration tools, the team built a cogent phased transition plan. It stripped away what wasn’t needed, moved the core CX functions into Webex Contact Center, and re-mapped simpler workflows, like routing calls to HR or IT support, to native Webex Calling tools like Hunt Groups and Auto Attendants.
It wasn’t a wholesale lift-and-shift but tactical. The team matched the right tool to the right job and used the migration as an opportunity to modernise rather than replicate.
