Univonix Contact Centre Solutions

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!

Univonix Contact Center Analyzer

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

Univonix Contact Center Migration

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