Avaya to Cisco Contact Center Migration: A Step-by-Step Guide for CCaaS Modernization

The Cisco Webex Contact Center has a dependable, cloud-native design.

Besides this, companies that migrate to Cisco see a large drop in daily operational costs. 

But more importantly, moving from an older on-premise system like Avaya to a cloud-based CCaaS gives businesses freedom.

How? Well, migrating from Avaya to Cisco helps companies meet the modern age of AI and automation quickly and without gaps

Here’s how you, too, can move from Avaya to Cisco step-by-step.

When to Consider Migrating from Avaya to Cisco?

Avaya and Cisco Webex Contact Center are both important systems for large contact centers. They are very different in their design, architecture, and daily work.

Choosing to switch to Cisco Webex Contact Center is a planned business decision. It shows a desire to move past the limits of older, on-premise systems like Avaya.

A move from Avaya to Cisco lets a company use a more flexible, cost-effective, and lasting model. This model affects customer and employee interactions. The change is more than a technology refresh. It is a planned move to lower business risk by working with a stable, market-leading vendor. It also future-proofs the company's communication setup.

• Avaya's on-premises model is built on a history of physical hardware and detailed licensing. The system is capable of handling complex enterprise settings. But this design often creates a fixed system that is hard to adjust. Avaya has a heavy cost structure that demands constant capital spending (CapEx) for hardware and software upgrades.
  
• Cisco's Cloud Platform (Webex Contact Center) is a Contact Center as a Service (CCaaS) solution. It was built from the start as a cloud-native, multi-tenant product. It is based on a modern microservices design. It is made for easy use. It can grow or shrink as needed. New features are added regularly without stopping work. 

Benefits of Migrating from Avaya to Cisco Webex Contact Center

Migrating from the older Avaya platform to the Cisco Webex Contact Center system gives several major benefits. 

The advantages of migrating from Avaya to Cisco create a strong business case. 

This change can turn IT from a cost center into a business partner that actively contributes to company success.

1. A New Financial Method and Compelling ROI

Cisco Webex Contact Center changes the financial picture for a contact center. 

• The decision moves spending away from large, upfront Capital Expenditures (CapEx) for hardware upgrades and licensing.
  
• Instead, Cisco uses a predictable, subscription-based Operational Expenditure (OpEx) model.
  
• This gets rid of costs for servers, data center space, power, and cooling. A Forrester Total Economic Impact study for Cisco showed a remarkable 262% to 304% Return on Investment (ROI) over three years.
  
• The same study projected a quick payback period of just 13 months. This shows a fast and tangible return on the initial investment for any company considering the move.
  

2. Better Agent Performance and Unified Workflows

The platform gives agents a single, unified view. This view brings together all customer channels and information. It connects directly with leading CRM systems like Salesforce, Zendesk, and Microsoft Dynamics.

• This setup is shown to improve how well agents can work. User feedback notes that the Webex platform "feels the most modern" and is an "all-in-one package."
  
• This improvement leads to better customer results and better operational performance. For example, an American energy services provider in the Forrester study improved its customer care and quality management functions.
  
• This allowed them to lower the required full-time employees from 100 to 44 for the same activities. This generated $2.4 million in savings.
  

3. A Path for Constant Improvement

As a leading CCaaS solution, Webex Contact Center is continually updated. It receives the latest features, AI-powered innovations, and needed security patches from Cisco.

• This happens without needing large, disruptive hardware replacement cycles or complex update projects.
  
• This method protects the investment made in migrating from Avaya to Cisco. An Avaya to Cisco migration helps improve continuous access to new tools.
  
• This helps the business stay ahead of customer needs. It also protects operations from technological obsolescence.

4. A Dependable System for Growing Businesses

Webex Contact Center was built as a cloud-native service on Amazon Web Services (AWS). It can grow or shrink to handle demand. The platform's consistency is supported by a fault-tolerant, geo-redundant design. This design promotes high availability and business continuity. 

This model moves the job of managing the technical setup from the company's IT team to the vendor. This part of an Avaya to Cisco migration supports business continuity and system strength. It does so without needing extra data centers. 

It also uses Cisco's strong reputation for security. It includes advanced encryption and follows strict compliance standards like ISO27001:2013.

5. A Unified Ecosystem with Built-in AI

The Webex platform is a central part of a broader unified communications platform. This platform brings together CCaaS, Unified Communications as a Service (UCaaS) for calling, and Communications Platform as a Service (CPaaS) functions. 

This entire ecosystem is managed through one unified portal, the Webex Control Hub. This greatly simplifies management. This tight connection directly addresses the fragmented nature of many older settings. After your Avaya to Cisco migration, you avoid the "integration debt" that can build up when trying to connect separate systems.

Step-by-Step Plan for Your Avaya to Cisco Migration

Without a clear and organized plan, a move from Avaya to Cisco can become a risky project. Research shows that 60% of cloud moves exceed their budget and schedule because of unexpected complexities.

By breaking the project into clear, separate stages, a business can manage this change with confidence and little disruption.

1. Phase 1: Assessment and Planning

A smooth Avaya to Cisco migration starts with a full understanding of the current system. It also needs a clear, measurable picture for the future. Research shows that 42% of companies struggle to see expected benefits from a cloud move because of poor planning. 

This first stage is a planning exercise. Its purpose is to define what success looks like for your business. It is much more than a simple technical check. 

Main steps in this stage:

• Conduct a Move Assessment: Create a full inventory of the current Avaya setting. This includes all users, physical and soft phones, call flow configurations, IVR scripts, hunt groups, and all existing system connections. Special third-party tools can automate this discovery work.
  
• Perform a Network Readiness Check: This is a mandatory step. A cloud contact center's performance depends completely on the network. This check must confirm key metrics like Round Trip Delay. It must be at or below 80ms for voice quality. It must also confirm sufficient bandwidth. A general rule is 100 Kbps per concurrent call.
  
• Develop a Phased Rollout Plan: A "big bang" move for a large business is very risky. The best practice is to plan the migration in controlled phases. Start with a smaller, less important site or a specific group of users. This pilot lets the team test all technical work, confirm data is correct, gather user feedback, and apply lessons learned before moving to more complex departments. 

2. Phase 2: Technical Setup and Data Migration

With a clear plan in place, the next step is the hands-on technical work. This involves configuring the Webex platform and moving user and configuration data before your full Avaya to Cisco migration. 

This stage is often the most time-consuming part of the project. The correctness of the moved data is the single greatest technical risk. If the new Webex analytics and AI tools are fed inaccurate data—a "Garbage In, Gospel Out" situation—they will produce flawed insights.

Main steps in this stage:

• User and Contact Synchronization: This needs a systematic process. Data must be exported from Avaya, cleansed, and imported into Webex. The native Webex utility includes a review process to find and flag common errors like invalid email formats or duplicate users.
  
• Use Third-Party Automation Tools: For any large-scale move, manual data handling is not productive and is risky. Solutions from vendors like Kurmi Software and Akkadian Labs use direct API connectors. They find the entire Avaya configuration, automate the data shaping, and provision users in the new systems.
  
• Configure the Platform: Set up the basic elements in the Webex Control Hub. This includes queues, routing profiles, and contact flows. This work involves recreating the logic from the old Avaya system. It also means finding chances to modernize workflows with new cloud-native features.
  

3. Phase 3: Deployment, Training, and Go-Live

The final phase in the Avaya to Cisco migration is about the human and operational parts of the change. This means cutting over to the new system, making sure users are prepared, and setting up processes for ongoing management. 

This is where the project's success is finally realized. It moves from a technical setup to a fully used business solution. 

A Deloitte report found that 68% of companies saw a drop in productivity after a technology change due to poor change management.

Main steps in this stage:

• Carry Out User Training and Change Management: This is an essential part. A case study showed that when only 50% of agents attended training, it led to large problems on cutover day. They "did not know what to expect." A good change management plan must include full training designed for different roles, like agents, supervisors, and administrators.
  
• Use a Careful Cutover Method: A very effective method is to configure on-premise voice gateways to control call routing. At cutover, inbound numbers are simply re-pointed from Avaya to the Webex cloud. This creates a simple and effective fallback plan. If major issues happen, the numbers can be quickly traced back to the old system. This allows agents to resume taking calls within minutes.
  
• Begin Post-Deployment Monitoring and Optimization: The project enters a continuous cycle of improvement. The new solution must be monitored to track key metrics. These include call volume, queue wait times, and Re-Route On No Answer (RONA) events. At this point, the company can use advanced analytics to gain deeper insights and continually improve performance.

Handling Common Issues in an Avaya to Cisco Migration

During an Avaya to Cisco migration, teams will face problems. These can range from underestimating the project's complexity to technical hurdles with network carriers and the human side of change. Here is how to handle these common issues.

1. Dealing with Project Complexity and a New Mindset

A frequent and costly error is underestimating the technical and operational complexity of the project. A 2022 Gartner report showed that 60% of cloud moves went over budget and schedule because of these unexpected complexities. 

This highlights a key difference in thinking. An Avaya to Cisco migration can cause user unhappiness if not managed well. 

How to handle this:

• Invest in Detailed Planning: Do a thorough network readiness check and feature mapping exercise during the first phase. This will help you find all must-have functions and potential network repair costs for your Avaya to Cisco migration.
  
• Allocate a Contingency Budget: A specific contingency budget, for example 15-20%, should be set aside. This is for any unexpected network upgrades or custom development needed to fill feature gaps. It helps prevent budget overruns.
  
• Manage User Expectations: Communicate clearly that the goal is to build a better, more flexible solution. It is not just a copy of the old system. Point out the new functions and workflows that will improve their daily work.
  

2. Managing Network and Carrier Interface Issues

Some of the biggest technical challenges in an Avaya to Cisco migration come from the network and outside telecom carriers. These are often outside the project team's direct control but have a huge impact on performance. 

In one documented move, a specific carrier's network created a SIP loop when handing off calls to the Webex cloud. This added more than ten seconds of dead air after a call was answered. This led to a high rate of abandoned calls. 

This kind of issue can be a big problem for operations. Teams must be ready to do deep troubleshooting to keep the customer experience consistent.

How to handle this:

• Include Network and Telecom Experts from Day One: Your network engineers and carrier relationship managers must be part of the main project team. Their knowledge is necessary for planning and troubleshooting.
  
• Conduct Thorough End-to-End Testing: During the pilot phase, run extensive tests that copy real-world call flows. These should go through your specific network and carrier connections. This helps find latency or routing issues before they affect all users.
  
• Have an Escalation Path with Your Carrier: Set up a clear and responsive line of communication with your telecommunications company. For very important go-live issues, you need to be able to contact their senior technical staff quickly.
  

3. Overcoming User Resistance and the IT Skills Gap

Avaya to Cisco migration results in a change for people just as much as it is for technology.

IT teams used to managing on-premise hardware must learn new skills. These include cloud services, APIs, and vendor contract management. 

At the same time, agents and supervisors who have used the same tools for years may not want to change their work habits.

One long-time Avaya user noted the "charcoal gray background" of the old interface but was still used to it. This can lead to low use of the new system and poor morale if not handled well.

How to handle this:

• Start a Formal Change Management Program: It should clearly explain the benefits for each user group, from agents to administrators. Make training mandatory for go-live access to see to it that everyone is prepared.
  
• Invest in Training and Certification for Your IT Team: Help your technical staff build the needed cloud skills inside the company. Instead of managing hardware, they must now manage complex contracts and vendor relationships.
  
• Involve Users in the Process: Include users from all levels in the design, testing, and pilot stages. This creates a sense of ownership. It also helps confirm the new system meets their daily work needs. This feedback is very valuable for refining the final output of your Avaya to Cisco migration.

Partner with Experts for Your Avaya to Cisco Migration

Migrating from Avaya to Cisco Webex Contact Center opens up flexibility, large cost savings, and a capable, AI-assisted platform for new ideas.

At Entrans, we specialize in handling the details of your Avaya to Cisco migration. 

With partnerships with Fortune 500 and Fortune 200 companies, Entrans has certified professionals equipped to handle a wide range of tech stacks and custom requirements.

Are you looking for an experienced partner for your Avaya to Cisco migration? 

Our team is ready to create a clear, low-risk roadmap and guide you to a successful launch.

Contact us today to schedule a free consultation!

Avaya to Cisco Migration: Frequently Asked Questions

What is the usual cost of an Avaya to Cisco migration?

The project needs an upfront investment in planning and services. But the long-term money benefits of an Avaya to Cisco migration are large. A Forrester study found a 262% ROI, with a payback period of just 13 months. This is because costs for hardware, maintenance, and licenses are removed, and large operational performance gains are made.

Is Cisco Webex Contact Center more than a phone system?

Yes. It has strong phone features. But Webex Contact Center is a complete, all-channel Contact Center as a Service (CCaaS) platform. It brings together every customer contact point—including voice, chat, and messages—into one unified system with meetings and collaboration tools.

How do agents use Webex Contact Center?

Agents and supervisors use all Webex tools through a web browser or a desktop application. Its cloud-native architecture allows for a secure and consistent experience for both in-office and remote agents. This fully supports a modern hybrid workforce model.

Is migrating from Avaya to Cisco a good business decision?

Yes, for most companies, this move is a necessary planned step. An Avaya to Cisco migration lets a company leave the costs and limits of older on-premise equipment. They can then use a modern, flexible, and innovative cloud platform. Both Gartner and PeerSpot recognize Cisco as a leader in the CCaaS market.

What is the technical foundation of Webex Contact Center?

Webex Contact Center is a cloud-native service. It is built completely on Amazon Web Services (AWS) using a modern microservices architecture. This foundation gives it great capacity to expand, high-level security, and strong consistency.

Does Webex Contact Center replace our CRM?

No, Webex Contact Center is not a CRM. It is a customer experience platform designed to connect smoothly with top CRM systems like Salesforce, Zendesk, and Microsoft Dynamics. It improves your CRM by adding a capable, connected communication layer.

Do we lose features like voicemail or call recording?

Not necessarily, but it requires planning. When moving to Webex Calling, there is no direct method to move existing voicemail messages. Similarly, most on-premise call recording solutions become incompatible. They require a planned transition to a new, cloud-based recording platform. These items must be identified early in the project.

How would you classify the Webex Contact Center platform?

Webex Contact Center is a cloud-native Contact Center as a Service (CCaaS) platform. Because it's part of a larger suite, it's also considered a Unified Communications as a Service (UCaaS) solution with built-in CCaaS functions.

Does Webex Contact Center use VoIP?

Yes, Voice over Internet Protocol (VoIP) is the main technology used by Webex Contact Center for all voice calls. This lets voice be sent as data over the internet. This gives much more flexibility and connection options than old phone lines.