Skip to content

Chapter 1: Discovery & Assessment

Overview

The Discovery & Assessment phase forms the foundation of a successful migration from Avaya Aura Contact Center to Cisco Webex Cloud Contact Center (WxCC). This critical stage is both technical and strategic, combining architecture discovery, operational process mapping, and customer experience redesign.

Proper planning at this stage ensures a smooth, cost-efficient, and timely migration that is not merely a lift-and-shift, but a transformation toward intelligent, AI-driven customer engagement on the Cisco Webex platform.

Key Focus Areas

This phase encompasses several critical activities:

  • Business Requirements - Defining objectives and future-state vision
  • Stakeholder Engagement - Mapping roles and conducting workshops
  • Current State Assessment - Documenting existing Avaya infrastructure
  • Gap Analysis - Identifying modernization opportunities
  • Network Assessment - Ensuring cloud readiness
  • KPIs & Success Metrics - Establishing measurable outcomes
  • Deliverables - Creating documentation for migration planning

Phase Objectives

The primary objectives of this phase are:

  • Document current infrastructure and configurations comprehensively
  • Identify all dependencies between Avaya systems and third-party integrations
  • Capture business requirements aligned with organizational goals
  • Assess technical readiness for cloud migration
  • Compare current capabilities with desired cloud features
  • Establish measurable KPIs to track migration success
  • Ensure alignment with security, compliance, and governance frameworks

Why This Phase Matters

A thorough discovery and assessment ensures:

✅ Clear Migration Scope - Understanding what needs to be migrated and when
✅ Risk Mitigation - Identifying potential issues before they impact the project
✅ Cost Optimization - Avoiding unnecessary features or over-provisioning
✅ Stakeholder Alignment - Ensuring all parties understand goals and expectations
✅ Technical Readiness - Confirming infrastructure can support cloud services
✅ Business Value - Defining measurable outcomes and success criteria

Timeline

Typical duration for this phase: 4-8 weeks

The timeline varies based on: - Size and complexity of current Avaya deployment - Number of integrations and custom configurations - Availability of stakeholders for workshops - Network assessment complexity - Documentation completeness

Next Steps

After completing this phase, proceed to: - Chapter 2: Solution Design & Architecture - Chapter 3: Migration Planning & Execution

This chapter isn't just about documentation—it's about strategic clarity that transforms your migration into a true modernization initiative.