Global Skype for Business Contact Center Migration from Cisco UCCX

Customer: Global Food Ingredients Manufacturer

GFIM are a global food manufacturer of approximately 20,000 users. They use Lync 2013 enterprise voice as their default UC and telephony solution. However, had some legacy users still present on Cisco due to their contact centers around the world. They needed to migrate these contact centers from Cisco to Lync before the support of the Cisco equipment expired. Their contact centers were located in the U.S, EMEA and APAC and totalled 29 different contact center departments.

I helped them choose the Lync contact center Anywhere365 and designed, deployed and migrated these contact centers from Cisco to Anywhere365. The process involved business unit engagement to redesign and optimise the contact center workflows, deliver admin and agent training as well as ensuring Lync 2013 was capable of supporting the enterprise voice requirements of the contact centers.

Skills
  • Business engagement
  • Design including HLD and LLD
  • Pre-Sales
  • Anywhere365
  • Lync Enterprise Voice
  • Trusted Applications
  • Trusted Application Endpoints
  • Custom Workflows
  • Prompts
  • Intelligent routing
  • Last agent routing
  • Call classifications
  • Migration
  • Training
  • Documentation
  • Support
  • MSPL SIP interception
  • SQL Mirroring
  • SQL Reporting Services
  • SharePoint Online