Project Scope¶
This page summarises the Abhavtech UCCX to Webex Contact Center migration scope. See the Home page for the full project index.
Project Overview¶
This documentation provides comprehensive guidance for migrating from on-premises Cisco Unified Contact Center Express (UCCX) to cloud-based Webex Contact Center (WxCC).
Migration Scope¶
| Metric | Value |
|---|---|
| Total Agents | 175 (150 voice + 25 digital) |
| Sites | 4 (Mumbai, Chennai, London, New Jersey) |
| Channels | Voice, Chat, Email, WhatsApp |
| Entry Points | 6 (4 voice + 2 digital) |
| Teams | 8 (Sales-IN, Sales-EMEA, Sales-US, Support, Billing, Tech, Digital, Supervisors) |
| Licenses | Standard (100), Premium (75), Supervisor (10) |
Migration Phases¶
Phase 1: CUCM -> Webex Calling (COMPLETE) - 3,200 enterprise users migrated - Webex Calling operational across 12 sites - Foundation for Phase 2
Phase 2A: UCCX -> WxCC Baseline (CURRENT) - 175 agents migrated to WxCC - Feature parity with UCCX (DTMF IVR menus) - NO AI features - baseline migration only - Duration: ~3 months operational stability
Phase 2B: AI Enhancement (PLANNED) - Virtual Agent "Abhi" deployment - Webex AI Agent + Dialogflow CX hybrid - Agent Assist enablement - Intent-based routing
Agent Distribution¶
| Site | Voice | Digital | Total | Hours | Primary Teams |
|---|---|---|---|---|---|
| Mumbai HQ | 100 | 20 | 120 | 24x7 | Sales-IN, Support, Billing, Tech |
| Chennai | 25 | 5 | 30 | 9AM-9PM | Sales-IN, Support, Digital |
| London | 15 | 0 | 15 | 9AM-6PM | Sales-EMEA, Support |
| New Jersey | 10 | 0 | 10 | 9AM-6PM | Sales-US, Support |
| TOTAL | 150 | 25 | 175 |
Channel Strategy¶
Voice (Telephony)¶
Entry Points: 4 regional voice entry points - India Main: 1800-266-1000, +91-22-4960-1000 - India Sales Direct: 1800-266-1001 - EMEA Main: +44-20-XXXX-XXXX - Americas Main: +1-201-XXX-XXXX
Routing: Skill-based routing with queue priority
Digital (Chat & Email)¶
Entry Points: 2 digital entry points - Global Chat: Web widget, WhatsApp - Global Email: support@abhavtech.com
Routing: Team-based routing with digital-specific skills
Key Design Decisions¶
Baseline vs AI Migration¶
Decision: Two-phase approach (Baseline -> AI Enhancement)
Rationale: - Minimize complexity during initial migration - Achieve feature parity with UCCX first - Allow 3 months operational stability before AI - Validate baseline flows before AI modifications
Hybrid AI Architecture¶
Decision: Webex AI Agent + Dialogflow CX hybrid
Rationale: - Webex AI Agent: Simple intents, native integration - Dialogflow CX: Complex multi-turn conversations, advanced NLU - Best of both platforms - Flexibility for future expansion
Data Residency¶
| Region | WxCC Data Center | Agent Sites | Compliance |
|---|---|---|---|
| APAC | Mumbai + Chennai DCs | Mumbai, Chennai | India data residency |
| UK | London | London | UK GDPR |
| US | US East | New Jersey | SOC 2 Type II |