Tesrex starts with the live service: customer entry points, SIP/PSTN, IVR, queues, routing, agent desktop, supervisor controls, reporting, CRM, WFO and support ownership. Then we decide what should stay on UCCE, what can move to Webex Contact Center and where Webex Contact Center Enterprise is the right cloud path for a larger CCE estate. AI is added only where it improves self-service, handoff, quality review or the improvement record.
Platform choice comes after the service is visible. Tesrex works through entry points, voice route, queue logic, reporting, integrations and support ownership before recommending what stays, moves or becomes a controlled enterprise cloud transition.
The sequence is service evidence, then platform recommendation.
Keep controlledCVP, Finesse, CUIC, precision routing, gateways, compliance controls and established support ownership.
Use when the current enterprise platform still protects scale, custom routing, reporting depth or operational risk.
Move suitable serviceControl Hub, flow builder, agent desktop, Analyzer, Webex Calling PSTN services, CRM connectors and AI assistance.
Use for the cloud CCaaS move where the service can simplify without losing queue, voice, reporting or supervisor control.Carry enterprise cloudWebex CCE, ACD, IVR, CTI, WFO, reporting, Webex Connect digital channels, CRM and APIs.
Use where a larger CCE estate needs cloud delivery with familiar enterprise capability and a controlled transition.Webex Contact Center PSTN, Cloud Connected PSTN, Local Gateway, CUBE/SBC, carrier and country constraints.
WebRTC, Webex App, Webex Calling endpoints, remote agents, devices and fallback paths.
Call quality, queue evidence, reporting context, recording, support notes and handover ownership.
The map keeps Cisco UCCE, Webex Contact Center and Webex CCE in the same operating view as SIP/PSTN, IVR, queue logic, agent desktop, supervisor controls and AI experience checks.
Product selection stays tied to call reachability, service logic and quality ownership.
The operating map follows customer intent into SIP/PSTN, IVR and queue logic, through UCCE, Webex Contact Center or Webex CCE, then out to agent work, supervisor evidence and AI experience checks.
AI is useful when the service already knows the customer intent, the voice path, the queue state, the knowledge source and the supervisor owner. That is where self-service, summaries, transcripts and quality review can improve the experience without hiding operational risk.
Webex AI Agent belongs where intents, knowledge, escalation and containment rules are already owned.
Cisco AI Assistant summaries, suggested responses and real-time transcripts help when the context can move safely with the interaction.
Topic analytics, Auto CSAT, quality management and coaching need a review owner, reporting context and cadence.
Queue, call-quality, CRM, WFO and customer-experience notes become a practical backlog, not a loose dashboard.
The review separates platform, voice, service logic, operations, data and AI readiness so the workpack can explain the decision without flattening the estate.
UCCE, Webex Contact Center or Webex CCE, tied to scale, routing, reporting, customisation and support ownership.
SIP, PSTN, Cloud Connected PSTN, Local Gateway, CUBE/SBC, WebRTC, endpoint choice and fallback.
IVR, ACD, queues, skills, callback, outbound, prompts, escalation and recovery points.
Agent desktop, supervisor controls, quality, recording, monitoring, reporting and day-to-day administration.
CRM, WFO, knowledge, APIs, screen-pop context, source quality, compliance and retention.
AI Agent, AI Assistant, summaries, transcripts, topic analytics, Auto CSAT, quality management and improvement ownership.
A service workpack written from the contact center estate: which Cisco product path fits each service, what blocks movement, which SIP/PSTN and queue decisions matter, what supervisors can validate, and where AI should be added first.
Cisco estate map, platform decision and service controls in one handover.
Customer entry, SIP/PSTN, IVR, queues, CRM, WFO, recording and support ownership.
UCCE, Webex Contact Center or Webex Contact Center Enterprise with the decision tied to service evidence.
Agent desktop, supervisor review, quality management, AI summaries and improvement backlog.
Bring the UCCE, Webex Contact Center, Webex Contact Center Enterprise, SIP/PSTN, queue, IVR, CRM, WFO or AI-experience detail. We will map the customer entry points, Cisco platform path, dependencies, supervisor controls and next move.
