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Chapter 1 Summary

Discovery & Assessment Phase Complete

This chapter has provided a comprehensive framework for the critical first phase of migrating from Avaya Aura Contact Center to Cisco Webex Cloud Contact Center (WxCC). The discovery and assessment phase establishes the foundation for a successful transformation.

Key Accomplishments

Business Foundation

  • Requirements Documented - Captured current pain points and future-state vision
  • Stakeholders Aligned - Mapped roles, conducted workshops, established communication plans
  • Success Criteria Defined - Established measurable KPIs and ROI targets

Technical Assessment

  • Current State Inventoried - Documented Avaya infrastructure, configurations, and integrations
  • Gaps Identified - Compared current capabilities with WxCC features and opportunities
  • Network Evaluated - Assessed readiness for cloud contact center traffic

Migration Readiness

  • Risks Identified - Created risk register with mitigation strategies
  • Dependencies Mapped - Documented all integration points and vendor relationships
  • Deliverables Produced - Generated comprehensive documentation for next phases

Core Deliverables Checklist

✅ Business Requirements Document (BRD) - Current state analysis complete - Future state vision defined - Stakeholder approvals obtained

✅ Requirement Traceability Matrix (RTM) - All requirements captured with priorities - Mapped to WxCC features - Validation criteria established

✅ Technical Baseline Report - Avaya inventory documented - Configurations exported - Integration points mapped

✅ Gap Analysis Report - Capability comparison complete - Modernization opportunities identified - Migration actions prioritized

✅ Network Readiness Assessment - Performance testing complete - Upgrade recommendations documented - QoS requirements defined

✅ KPI Dashboard Framework - Baseline metrics established - Target improvements defined - Reporting cadence set

✅ Risk Register - Technical risks identified - Mitigation strategies documented - Ownership assigned

✅ Project Charter - Scope defined - Timeline approved - Budget allocated

Key Metrics Summary

Category Current State Target State Improvement
Customer Experience
CSAT Score [Baseline] +10 points Enhanced routing & self-service
NPS [Baseline] +15 points Omnichannel engagement
Wait Time [Baseline] -30% AI-powered routing
Operational Efficiency
AHT [Baseline] -10-15% Unified agent desktop
FCR [Baseline] +5-10% Better skills routing
Agent Utilization [Baseline] +10% Streamlined workflows
Business Outcomes
TCO [Baseline] -25% (3yr) Cloud economics
Digital Adoption [Baseline] ≥30% New channel availability
Time to Deploy [Baseline] -50% Cloud agility

Critical Success Factors Identified

Technical Readiness

  • Network infrastructure meets WxCC requirements
  • QoS policies configured for voice traffic
  • Firewall rules allow Webex connectivity
  • Integration architecture designed

Organizational Readiness

  • Executive sponsorship secured
  • Change management program planned
  • Training strategy developed
  • Resource allocation confirmed

Operational Readiness

  • Current processes documented
  • Future workflows designed
  • Agent desktop requirements defined
  • Reporting needs captured

Risk Summary

High Priority Risks: 1. Integration Complexity - Multiple touchpoints with CRM, WFM, and other systems 2. Network Latency - Potential issues with remote locations 3. User Adoption - Change resistance from agents and supervisors

Mitigation Strategies: - Early integration proof-of-concepts - Network upgrades before migration - Comprehensive training and change management

Recommendations for Next Phase

Based on the discovery and assessment findings, the following recommendations apply to the Design phase:

Immediate Actions

  1. Finalize Network Upgrades - Complete any required circuit or QoS improvements
  2. Begin Integration Design - Start detailed design for CRM and WFM integrations
  3. Select Pilot Group - Identify initial users for pilot deployment

Design Phase Priorities

  1. Telephony Architecture - CUBE/SBC configuration and call routing design
  2. IVR Transformation - Conversational AI and virtual agent design
  3. Agent Desktop - Unified workspace layout and workflows
  4. Reporting Framework - Dashboard design and API integrations

Timeline Considerations

  • Network upgrades: Complete before pilot
  • Integration development: Start immediately
  • Training development: Begin during design phase
  • Pilot planning: Define scope and success criteria

Lessons Learned

What Worked Well

  • Structured stakeholder workshops captured diverse perspectives
  • Comprehensive technical inventory prevents surprises later
  • Clear success metrics align all parties on goals
  • Risk identification enables proactive mitigation

Areas for Attention

  • Ensure all documentation stays current as requirements evolve
  • Maintain stakeholder engagement throughout the project
  • Monitor network performance continuously
  • Track vendor contracts and renewal dates

Next Steps

With the Discovery & Assessment phase complete, proceed to:

Chapter 2: Solution Design & Architecture

  • Translate requirements into technical specifications
  • Design WxCC configuration and workflows
  • Plan integration architecture in detail
  • Create deployment strategy

Chapter 3: Network and Security

  • Implement network upgrades
  • Configure security policies
  • Deploy SBC/CUBE infrastructure
  • Establish monitoring

Chapter 4: Implementation

  • Configure WxCC platform
  • Build integrations
  • Develop IVR flows
  • Migrate agent profiles