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Cisco CCE / CCX Migration to ExpertFlow

Customer challenge

Cisco CCE and CCX customers face a compound problem: the platforms are mature and expensive to maintain, Cisco's roadmap is consolidating onto Webex Contact Center (a US-hosted cloud service), and the path to any modern capability (AI bots, digital channels, CRM embedding) requires either expensive Cisco professional services or a disruptive full platform migration.

A big-bang cutover carries execution risk that many regulated or large-scale contact centres cannot accept. Yet staying on CCE/CCX means falling behind on agent experience and digital channel capabilities, with rising support costs on ageing infrastructure.

ExpertFlow's approach

ExpertFlow's Cisco CCE co-existence model allows ExpertFlow to run alongside — not instead of — existing Cisco infrastructure during the transition period. The approach:

  • CUCM/SIP voice infrastructure remains in place; ExpertFlow connects via SIP
  • Cisco CCE/CCX continues to handle PSTN routing during co-existence
  • ExpertFlow takes over the agent desktop for migrated agent groups
  • Digital channels (chat, email, social) are handed to ExpertFlow immediately
  • Skills-based routing in ExpertFlow runs in parallel with CCE routing, migrating routing logic incrementally
  • IVR and self-service are moved to ExpertFlow at a pace determined by the customer

This model enables a phased migration: the customer gains new capabilities immediately while retiring Cisco components at a controlled pace.

Why ExpertFlow wins here

Unlike Webex Contact Center, which requires full migration to Cisco's cloud and introduces US-hosted SIP routing, ExpertFlow maintains the customer's existing on-premise infrastructure investment. Customers in regulated industries or markets with data sovereignty requirements cannot route voice through a US cloud POP — ExpertFlow's edge call-control architecture keeps signaling and media on the customer's network. The open architecture means the customer is not simply trading one vendor lock-in for another.

Typical deployment context

Cisco CCE customers with 100–2 000 agent seats. Common in government, healthcare, and financial services where data residency or procurement rules prevent moving to US-hosted cloud. On-premise Kubernetes deployment is typical. Co-existence period may run 12–36 months before full Cisco retirement.

Open Items

  • [ ] Confirm Cisco CCE integration feature (efv-cti-crm-011) includes routing handoff model
  • [ ] Confirm Cisco CCX integration feature (efv-cti-crm-012) scope
  • [ ] Confirm CUCM integration feature (efv-cti-crm-010) scope
  • [x] Confirm all features in features_included exist in the catalog (forward refs)
  • [x] Set decomposition_status: clean once Window 1 features are committed
  • [x] Derive primary_axioms from features (run bmad-catalog-intake)