An Ontario College Moves Its Contact Centre from Cisco to Amazon Connect with No Downtime
A three-phase, three-month migration from Cisco UCCX to Amazon Connect with zero downtime for tens of thousands of students.
The Challenge
The college's contact centre ran on an on-premises Cisco UCCX system. It needed stronger business continuity and disaster recovery, and the migration had to happen without disrupting students and staff during the academic year.
A growing risk of outages on on-premises equipment.
The college needed stronger resilience and disaster recovery than on-premises equipment could offer.
The move had to happen mid academic year without affecting students and staff.
Our Approach
Three phases over three months, from kick-off in November 2023 to production in March 2024.
Discover
- Kick-off, November 2023
- Call flow review
-
Migration plan approved
Design
- Call flows rebuilt in Amazon Connect
- Service Desk flows
-
Design approved
Deploy
- UAT walkthroughs with staff
- Agent and supervisor training
-
Production, March 2024
Support
- Managed services
- Operational dashboard
-
Continuous improvement
The Solution
Serve7 planned and ran the migration from Cisco UCCX to Amazon Connect in three phases designed to avoid any downtime.
- 1 Call flows rebuilt Every call flow, including the Service Desk, rebuilt in Amazon Connect and tested with college staff.
- 2 Conversation analytics Amazon Connect Contact Lens enabled from day one.
- 3 Training that sticks Custom training for agents and supervisors plus a quick reference guide for the agent workspace.
- 4 Managed after go-live Ongoing managed services and an operational dashboard.
Results
College staff described it as the smoothest migration the college had experienced.
Zero downtime. Three phases. Three months, in the middle of the academic year.
About the Customer
The customer is a large Ontario college serving tens of thousands of students each year across multiple campuses.
AWS services used
- Amazon Connect
- Amazon Connect Contact Lens
- Amazon S3 (call recordings)
- AWS Lambda
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