Cisco UCCX End-of-Life: What It Means for Your Business and Your Next Steps

Table of Contents

Cisco UCCX End-of-Life Timeline

Cisco has officially ended (or will soon end) support for the following UCCX versions:

What this means:

Cisco UCCX 15 is now available and remains a viable short-term option, but the platform’s long-term future is clear: Cisco is steering contact centers toward cloud solutions like Webex Contact Center. Earlier versions — including 12.5 and 12.6 — will lose all support by the end of 2027, and anything older is already out of support. If you’re still running these legacy versions, your contact center is nearing the end of its lifecycle, with no access to vendor support, security updates, or CX innovation.

4 Critical Business Risks of Running an Unsupported Platform

Unchecked Security Threats:  Without patches or updates, any newly discovered vulnerability will remain exploitable.

Compliance Violations:  Regulations like HIPAA and PCI require secure, vendor-supported infrastructure. Unsupported platforms risk audit failure.

Downtime and Operational Risk:  Without Cisco support, you’re on your own to fix issues, resulting in longer outages and higher costs.

Falling Behind on Innovation:  Legacy platforms lack omnichannel support, AI-based routing, and customer analytics. Modern solutions have become table stakes for delivering excellent customer service.

Your Path Forward: Upgrade or Modernize

The sunsetting of UCCX isn’t just a risk. It’s a strategic opportunity.

ather than investing in another on-prem refresh or moving to a limited cloud overlay like Webex Contact Center, consider a true cloud-native path with Aegis CX, powered by Amazon Connect.

Move from hardware and licensing to a flexible, usage-based model

Take advantage of AWS native services for AI, agent-assist, speech analytics, and automation

Simplify integrations with CRM, ticketing systems, and workforce tools

Accelerate time-to-value with a proven co-managed migration approach that reduces risk and complexity

Amazon Connect isn't just a hosted version of what you already have, it's a foundation for smarter, scalable, customer experiences.

A Recommended 3-Step Strategy

Assess Your Current Setup: Inventory your current version, workflows, integrations, and reporting needs.

Compare Your Options: Build a business case for moving to cloud-native platforms and evaluate total cost of ownership.

Engage a Migration Expert: Intelligent Visibility provides co-managed migrations with preserved call logic, minimal disruption, and proven delivery plans.

Don’t Wait Until It’s Too Late

Every month on unsupported software increases your risk profile. Act now to stabilize, secure, and modernize your customer experience operations.

Schedule a Free Migration Assessment to evaluate your readiness and create a tailored roadmap for transition.