Twilio and UCCX Middle-ware

Twilio Flex and UCCX middlie-ware allows for the following options for integration with Twilio Flex and migration form Cisco UCCX to Twilio Flex:

• Transition - Flex in Parallel to existing

• Full Migration - UCCX to Flex Migration

Flex in Parallel gives existing Cisco Contact Centre users the ability to integrate Flex and Finnese agents in the following ways:

• Chat between Flex and Finese Agents

• Realtime data display for Logged in Agents, Calls in Q, Longest Wait with pop-up notifications for exceeded thresholds

• Historical Reports with Flex statistics available in CUIC reporting or via ITI Server for single reporting repository

In addition, from a professional services perspective, we have a team of contact centre skilled engineers who can develop scripting for call routing between the Cisco and Twilio environments, allowing you to have parallel environments using Flex to now support SMS, Email, Facebook Messenger and Whats App contacts.

Migration to Flex via SAM-T will do configuration data extraction and transfer from UCCX versions 9 +. Migration from UCCX to Flex is automated with extracted configuration data from UCCX migrated on to Flex