If you are looking for a cloud-based alternative to Cisco UCCX, Comstice Orbit powered by Amazon Connect could be the best option for your business. Here, you can find out why you should move from Cisco UCCX to Comstice Orbit powered by Amazon Connect, a brief migration plan and all the new features you can have in the new AWS ecosystem.
Why Amazon Connect as a Cloud Contact Center
Unlike other cloud contact center alternatives, Amazon Connect is a Platform as a Service. Therefore, it prioritizes the high availability and data privacy. You can fully protect your data; it is not a shared service, every company has one or more isolated contact center instances that are fully separated from other AWS customers. Also, your service has built-in high availability features with Amazon Connect. Since Amazon Connect Core is pay as you use, you can have a backup instance in another AWS region without any additional cost. Many other cloud contact centers reportedly suffer from high downtimes. Amazon Connect Core has the AWS High availability features.
Amazon Connect however, has limited features and functionality out of the box. It is a platform that you can build your own customer experience features programmatically. Comstice Orbit is built on Amazon Connect Core and it offers the full feature set for your business. So, you have high uptime, full isolation, data privacy from Amazon Connect Core and all the customer collaboration and enterprise telephony features from Comstice Orbit..
| Contact Center | Enterprise Telephony |
|---|---|
|
Migration Path from Cisco UCCX to Amazon Connect
Comstice SIP Connector runs on a LinuxOS as a virtual appliance and includes the following services;
- SIP to WebRTC and WebRTC to SIP Converter
- SIP Session Border Controller
- Transcoder module for CODEC conversion; Amazon Connect uses OPUS, however SIP Trunk providers often support only G.711 and G.729.
- SIP Proxy and a Registrar; you can register SIP phones directly on the Comstice WebRTC Gateway
- Outbound Campaign Dialer module (more info below)
| Cisco UCCX | Amazon Connect |
|---|---|
| Contact Service Queue | Routing Profile |
Comstice SIP Connector can be hosted by the client on-premises or on AWS EC2. Otherwise, it can be hosted by Comstice as well.
Comstice Outbound Dialer
Amazon Connect Outbound Dialer feature is not available in Latina America. By integrating with Comstice Dialer, you can generate calls using your local SIP trunk and run outbound campaigns. You can run Comstice Dialer as a standalone solution or with Amazon Connect. Click here for more information.
Conclusion
Comstice SIP Connector with Amazon Connect offers great flexibility to the call centers in Latin America. It is a scalable and a reliable solution that you can scale high number of calls. Request callback <> to schedule a call and a trial.