The Ultimate Guide to Migrating from Cisco UCCX to Amazon Connect with Aegis CX
Even with the release of UCCX 15, Cisco has confirmed its on-prem contact center platform is winding down — with no future versions planned. This guide gives you a clear roadmap to modernize with AegisCX, IVI’s co-managed cloud solution built on Amazon Connect, helping you reduce risk and unlock next-gen customer experience.
Table of Contents
Frequently Asked Questions - FAQs
The Clock Is Ticking on Cisco UCCX
Cisco Unified Contact Center Express (UCCX) is officially in sunset mode… Cisco released UCCX v15, it’s clear this will be the final on-prem version — with no roadmap beyond it.
Remaining on this platform introduces major risks:
Security Vulnerabilities: End-of-support software won’t receive critical patches.
Compliance Gaps: Operating on EOL software can put you at odds with industry regulations.
Operational Instability: Without Cisco support, even minor issues can cause prolonged downtime.
No Access to Innovation: You lose access to evolving CX features like AI-driven routing, omnichannel support, and scalable cloud infrastructure.
The question isn’t if you should migrate, it’s how. This guide breaks down every step to ensure your transition is smooth, efficient, and low-risk.
Why Migrate to Aegis CX on Amazon Connect?
Amazon Connect is a modern, cloud-native contact center platform built for agility, scale, and intelligence..
Amazon Connect brings:
Scalable infrastructure that grows with your business
Pay-as-you-go pricing to align costs with usage
Continuous innovation in AI, analytics, and workforce optimization
But cloud platforms don’t manage themselves.
That’s where Aegis CX comes in.
Our co-managed migration and support service gives you:
Rapid Time-to-Value: Get fully operational in as little as four weeks
Deep Experience: With deep experience on both Cisco CC platforms and Amazon Connect. We support, optimize, and scale with you
Capability with Simplicity: Where UCCX required numerous add-ons from Cisco and 3rd parties to expand services, Connect offers many of these capabilities 'out of the box', reducing cost, complexity, and risk
Structured Execution: We plan and validate your migration with a proof of concept before full rollout
Custom Integration Support: Our developers connect Amazon Connect to CRMs, EMRs, ERPs, and other systems
Ongoing Optimization: Post-migration, we manage operations, monitor performance, and deliver continuous improvements.
The 5 Phases of a Successful Migration
We follow a five-phase methodology aligned with AWS and CX industry best practices.
Phase 1: Assessment and Planning (Weeks 1–2)
Stakeholder Alignment: Define business and technical goals across departments
Environment Assessment: Review your UCCX configuration, call flows, scripts, and integrations
Migration Strategy: Choose between “lift and shift” or cloud-first re-architecture
Proof of Concept: Validate the approach with a tailored use case
Phase 2: Design and Configuration (Weeks 2–3)
Amazon Connect Setup: Configure users, security, and telephony
Contact Flow Development: Convert existing IVRs into Amazon Connect contact flows
Integration Build-Out: Connect to key systems like CRM, EMR, or ERP to enable unified agent views
Phase 3: Data Preparation and Migration (Week 3)
Data Transfer: Migrate agent profiles and relevant configuration data
System Setup: Implement all routing profiles, prompts, and queues in the new environment
Note: Legacy call recordings and analytics may require separate archival or migration tools. We’ll advise based on your compliance needs.
Phase 4: Testing and Validation (Week 4)
User Acceptance Testing: Validate flows and integrations in a sandbox environment
Pilot Group Launch: Go live with a subset of users to capture real-world feedback
Agent Training: Equip your team with onboarding and ongoing support materials
Phase 5: Cutover and Post-Migration Optimization (Go-Live + Ongoing)
Seamless Cutover: Transition with minimal disruption
Hypercare Support: Intensive post-go-live coverage to resolve early issues fast
Continuous Optimization: We monitor, adjust, and help you adopt new AWS features for lasting value
Ready to De-Risk Your Migration?
Don’t wait until UCCX becomes a liability. Partner with a team that understands both the old and the new.
Schedule your migration consultation today.
Frequently Asked Questions
Can I retain historical data like call recordings and reports?
Amazon Connect does not support direct import of UCCX call recordings or historical reports. However, we can help you build an archival strategy or migrate key data to a BI/reporting platform.
How secure is Amazon Connect?
Very secure. It is hosted on AWS and inherits AWS’s security certifications (SOC 2, ISO 27001, HIPAA-ready). We also configure role-based access and encryption standards during deployment.
Will Amazon Connect integrate with our existing CRM/ERP systems?
Yes. We develop and support integrations with platforms like Salesforce, ServiceNow, Epic, Microsoft Dynamics, and others using AWS Lambda, APIs, and event-driven architecture.
What happens if our needs change post-launch?
Aegis CX is co-managed. That means we stay engaged to support growth, changes, and evolving business requirements as an extension of your team.
How will this affect our agents?
Amazon Connect has a modern, web-based agent interface. We provide tailored training and support to ensure agents are confident and productive from day one. Additionally, we can integrate the agent desktop into key business systems like Salesforce, simplifying the agent desktop and improving their productivity and results.
How long will the migration take?
Migrations typically take 4–6 weeks, depending on scope and complexity. We validate the timeline during the assessment phase.
What makes Aegis CX different from other Amazon Connect vendors?
We go beyond implementation. Aegis CX is a co-managed solution, you gain access to architects, engineers, and operational support throughout the lifecycle of your contact center.
What new things will I gain from Conenct that are missing or difficult in Cisco UCCX?
UCCX lacks native support for modern CX features like AI-powered self-service, omnichannel routing, flexible reporting, and easy cloud integrations. Many advanced use cases (like virtual agents or real-time sentiment analysis) require complex custom development or 3rd-party tools.
What About Omnichannel Support?
Whereas UCCX was built primarily for voice, and therefore chat, email, and social channels require separate add-ons (like SocialMiner or ECE), often with limited integration and inconsistent reporting, Amazon Connect offers seamless voice, chat, SMS, and more in a single interface and reporting stack. These can all be powered by best-in-class AI tools (Lex and Bedrock), further improving customer and agent experience.
Is reporting and analytics better in Amazon Connect than UCCX?
Yes. UCCX’s native reporting is limited and hard to customize. Amazon Connect offers real-time and historical metrics out of the box, plus integration with Amazon QuickSight or your BI tool of choice for deeper, business-aligned insights.
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