The foundation of a successful Contact Centre migration project is planning and data integrity, your
ability to manage, correlate, cleanse and validate your legacy data before provisioning will directly
impact the effectiveness of your contact center migration and the extent of ‘day two’ issues. Univonix
delivers solutions built on decades of experience and a deep understanding of the needs of delivery
teams!
Enabling granular visibility into legacy Contact Center
configuration data for analysis and migration planning
Univonix Contact Center (CC) Analyzer is a self-service SaaS portal that provides
user-friendly access to detailed CC configuration data. This data can be used for
system audit and documentation purposes as well as a detailed assessment and
analysis of legacy CC migration readiness. All data in the CC Analyzer portal is
quantitative and taken directly from the legacy CC environment.
Overview
Data for the Contact Center Analyzer is processed within one business day and the
portal is accessible as soon as data processing completes. The Analyzer includes the
following output:
For Avaya CM
VDN analysis and automated rendering of Vector/Call Flows into graphic
diagrams
Agent analysis including Skills etc.
Vector Variables, Routing Tables, Service Hours and Holiday Routing
Announcements with built-in tools to play back, transcribe and download
audio
For Cisco UCCX
Automated rendering of Call Flows Scripts into graphic diagrams
Applications, Triggers and Contact Service Queues
Resources, Teams and Agent Skills
Prompts with built-in tools to play back, transcribe and download audio
Value Delivered
Visibility, an early-stage discovery and planning tool that delivers low
level access to PBX configuration data greatly reducing voice migration
scoping risk, improving project resource planning, project costing and
accuracy of project timelines
Insight, the ability to know the migration challenges ‘up-front’, where the
hurdles will be and address them specifically…‘no more nasty migration
surprises’!
Time Saved, replace the classic ‘manual’ site survey with an automated
discovery process that significantly reduces delivery time and risk, no
human errors
Accessibility, explore complex PBX configurations using a modern ‘user-friendly’ interface that’s searchable and highly effective with all data
downloadable to excel
Legacy Investments, preserve legacy investments made in the creation and
maintenance of call flows, vectors and announcements which can be migrated
to the new system
Automating and Accelerating Migration From Legacy Contact Center
To Cloud Contact Center
Univonix Contact Center migration services is a set of tools designed to streamline
the Contact Center migration process by automating elements of the data provisioning
process. These processes include:
For Avaya CM
Automated rendering of Vector/Call Flows into graphic diagrams that can be
migrated into NICE inContact Studio
Tools for the creation, editing and provisioning of Auto-Attendants into
Microsoft Teams
Automated extraction from legacy Avaya CM of VDN’s / Vector Variables / Agents /
Skills / Announcements / Holidays / Meetme Conf. / Routing Tables, and the
ability to download this data into Excel for editing before migrating into
target environment
For Cisco UCCX
Automated extraction from legacy UCCX scripts, applications, triggers, CSQ’s,
resources, teams, skills and prompts and the ability to download this data into
Excel for editing before migrating into target environment
Automated rendering of Scripts/Call Flows into graphic diagrams that can be
migrated into NICE inContact Studio
Automated provisioning of all UCCX configuration data into Webex Contact Center,
including scripts, triggers, CSQ’s, resources, teams, skills and prompts
Value Delivered
Time Saved, replace the classic ‘manual’ contact center data provisioning
with an automated process that significantly reduces delivery time and risk
with no human errors
Data Integrity, migrate takes legacy contact center data and helps
correlate, cleanse and build the correct data model configuration needed for
the target contact center system
Accessibility, explore complex Contact Center configurations using a modern
‘intuitive’ user interface that’s searchable and highly effective for
exploring the complex configuration of the modern CC, with all data being
downloadable to excel
Legacy Investments, preserve legacy investments made in the creation and
maintenance of call flows, vectors and announcements which can be migrated
to the new system
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