As customer and employee experiences converge, IT leaders are under pressure to unify communications and contact centre technologies. Here’s how one organisation made the leap from siloed Cisco infrastructure to a fully integrated Webex CX environment with VOSS as their strategic guide
You might have already noticed that the lines between unified communications and customer experience are fading. That’s not only occurring but actively accelerating, underpinned by macro trends such as cloud adoption, hybrid working, and users who expect more joined-up interactions, whether they’re customers or colleagues.
What’s more pressing is the how. How do you meaningfully connect UC and CC in a way that makes life easier, not harder? How do you move from convoluted on-prem environments to something that’s flexible, cloud-ready, and manageable?
This is the story of a global financial services firm that did just that.
After years of relying on a heavily customised Cisco UC and CC setup, they shifted to Webex Calling and Webex Contact Center, leaning on VOSS for everything from discovery to automation. The result was a fundamentally cleaner, simpler, and smarter communications environment that finally made UC and CX intuitively feel part of the same conversation.
Starting Point: A Complex Legacy Cisco Environment and Zero Visibility
Before anything could be modernised, the organisation had to reckon with what was already there. It had spent years building out a Cisco UC telephony platform alongside Cisco UCCX for their contact centre. Over time, things became complicated. Scripts were layered on scripts, engineers came and went, and institutional knowledge went with them.
The result extended beyond basic failure and escalated into friction. Nobody could say for sure how many flows were live, which ones were redundant, or whether call routing still matched business needs. Making changes was risky for IT, while the experience was patchy for agents. For the business at large, the once-tantalising promise of the cloud remained unfulfilled.
The first priority was to get a clear view of the UC environment, including how calls moved, how teams were structured, and what scripts were doing under the hood. That’s where VOSS came in.
Discovery and Migration Make the Invisible Visible—Then Present a Plan
VOSS carried out a discovery, enabling the financial services firm to finally see what they were working with. The process automatically pulled existing call flows from UCCX and laid them out as visual diagrams rather than spreadsheets or config files. They were presented as actual flows you could follow, diagnose, and improve.
This visual clarity changed everything. Gaps were exposed, old scripts were flagged, and outdated routing was unmasked. It empowered IT leaders with the confidence to move forward and the ability to pinpoint what could be streamlined.
Next came the shift to the cloud. The company had already migrated its UC telephony to Webex Calling. Now, it was time to move the contact centre. Using VOSS migration tools, the team built a cogent phased transition plan. It stripped away what wasn’t needed, moved the core CX functions into Webex Contact Center, and re-mapped simpler workflows, like routing calls to HR or IT support, to native Webex Calling tools like Hunt Groups and Auto Attendants.
It wasn’t a wholesale lift-and-shift but tactical. The team matched the right tool to the right job and used the migration as an opportunity to modernise rather than replicate.
Post-Migration Features Streamlined Operations and Smarter Automation
Getting to the cloud was only half the battle for the financial services firm. The bigger question was how to manage this new environment moving forward without losing visibility, wasting time, or introducing new silos.
This is where VOSS automation and analytics came into their own. The team now had fully automated workflows for onboarding and offboarding agents, especially in a high-turnover environment. Whether it was assigning skills, adding agents to groups, or migrating users between platforms, VOSS took care of it behind the scenes, liberating the IT team to refocus its attention on higher-value work.
VOSS also provided a consolidated view across both UC and CC systems. That meant no more jumping between portals and no more stitching together reports from different dashboards. The team just had to manage one interface, and in turn, far fewer headaches.
Extending CX Beyond the Contact Centre
One of the more interesting outcomes of the project was how it opened up customer-facing capabilities to teams beyond the traditional call centre.
With the help of Webex Calling features and VOSS automation, teams like HR, internal IT, and support could now run structured call queues and routing flows without needing the full contact centre stack. This “contact centre lite” model gave those teams the tools they needed without the overhead they didn’t, and enabled the business to produce more responsive internal services as a result.
It optimised the existing Webex Calling investment and enabled the team to redirect its efforts to the more elaborate customer experience scripts, mapping these to the Webex Contact Center.
In effect, the convergence of UC and CX opened up new ways for the business to serve both customers and employees.
UC and CX Belong Together If You Build It Right
When done well, UC + CC convergence clears out legacy complexity, hands your teams better tools, and makes communication feel innately more connected inside and out.
For the financial services firm that collaborated with VOSS, the shift to Webex Calling and Webex Contact Center surpassed a simple tech upgrade. It became a strategic opportunity to rethink how they worked, what they measured, and how they supported both users and customers. And it only worked because they started with clarity, through discovery, followed by smart automation, and kept the whole thing visible and manageable.
That’s what VOSS brings to the table: not just migration tools but the foundations for a communications strategy that evolves with your organisation.
Ready to explore how VOSS’s offerings can help you lead your own UC/CC convergence? Visit here to learn more, or get in touch to start a conversation about your organisation’s priorities.
