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Contact Center Migration

Solution Summary

The University IT Communication Services team is transitioning groups across Stanford from the existing Avaya Call Center solution to the new Cisco Contact Center Platform in a multi-year project that will implement more modern technology at hundreds of call centers across Stanford and the hospitals. The project team is starting the mass migration project with a focus on ten initial hospital contact centers as part of the Wave 1 migrations between July 2019 and February 2020. Planning for Wave 2 groups will begin in October 2019.

Specific Goals/Objectives

With each client group:

  1. define project goals, gather client requirements, set project phases
  2. gather and validate contact center elements, document design solution
  3. design solution elements, validate solution with engineering
  4. provision all contact center elements, test flow and features with client
  5. deliver agent and supervisor training, migrate call center telephone numbers, perform final quality assurance testing
  6. provide on-site migration support, obtain client signoff, tranistion call center from migration to production status

Stanford Contact Center Migration Project

Last modified July 11, 2019