Scale Your Customer Experience with CX Advanced Solutions LLC
CX Advanced Solutions is a Cisco Premier Partner providing cloud calling, contact center, and migration tools to modernize enterprise collaboration.
Overview
CX Advanced Solutions LLC (CXAS) is a specialized collaboration and customer experience solutions provider and certified Cisco Premier Partner. The company specializes in designing, deploying, and managing unified communications and contact center platforms for organizations modernizing legacy telecommunications infrastructures.
Since 2017—aligning with Cisco's expansion into cloud-first Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS)—CXAS has focused on guiding organizations through complex migrations from on-premises PBX systems to secure cloud architectures. The company serves enterprise and mid-market organizations across industries such as retail, quick-service restaurants, healthcare, financial services, and telecommunications, supporting brands such as Pizza Hut, Taco Bell, KFC, Ascena, and Lee Health.
CX Advanced Solutions provides a targeted portfolio of enterprise communications products and managed services:
- Cloud Calling: Enterprise voice services built on Cisco Webex Calling, delivering secure, resilient calling infrastructure tailored for hybrid workplaces.
- Cloud Contact Center: Omnichannel contact center environments leveraging Cisco’s AI-powered capabilities to streamline customer engagement, reporting, and agent productivity.
- Cloud Collaboration: Unified collaboration deployments utilizing the Cisco Webex Collaboration Suite for meetings, messaging, and team workspaces.
- Workforce Optimization (WFO): Data-driven workforce management and scheduling tools, delivered via strategic partnerships with platforms like Calabrio, to improve operational efficiency and agent engagement.
- AIM Data Converter Tool: A proprietary data conversion utility engineered to analyze, extract, and convert legacy PBX and contact center configuration files into readable formats, accelerating cloud migration timelines.
CXAS combines deep technical engineering, dedicated customer experience advisory, and strong channel alliances to deliver secure, turnkey collaboration solutions.
Research sources
Pages consulted; not independent verification of every claim.
Positioning
CX Advanced Solutions positions itself as a specialized, trusted advisor for organizations navigating the shift from complex, legacy on-premises communications to agile, cloud-native collaboration. Rather than competing as a generic IT services provider, CXAS aligns its identity tightly with the Cisco ecosystem as a Cisco Premier Partner, emphasizing reliability, enterprise security, and engineering depth.
Key positioning pillars include:
- "Bridging Today with the Hybrid Tomorrow": CXAS positions its offerings as the bridge between existing on-premise investments and modern hybrid work environments. The core messaging targets organizations seeking to modernize without disrupting mission-critical operations.
- De-Risked Cloud Migration: A major challenge in UCaaS/CCaaS adoption is the complexity of legacy PBX dial plans and call flows. CXAS differentiates its brand by actively addressing this pain point through proprietary automation (the AIM tool), positioning itself as faster, more accurate, and less disruptive than traditional professional service consultancies.
- Enterprise Credibility for the Mid-Market & Enterprise: CXAS leverages its proven track record with major enterprise brand accounts (including Yum! Brands subsidiaries and regional healthcare systems) to demonstrate that it delivers enterprise-scale reliability backed by personalized, boutique-level service.
Research sources
Pages consulted; not independent verification of every claim.
Differentiation
CX Advanced Solutions delivers a competitive product and service suite centered around Cisco’s cloud collaboration ecosystem, augmented by specialized workforce tools and proprietary migration software.
Key technical and operational product differentiators include:
- Proprietary AIM Data Converter: A standout technical differentiator is CXAS's proprietary AIM (Accelerate, Identify, Maximize) tool. AIM automates the parsing and transformation of legacy PBX and contact center configuration files into human-readable, structured data within minutes. This technology eliminates guesswork, accelerates the discovery of complex dial plans, auto attendants, and hunt groups, and drastically reduces project lead times.
- Cisco Webex Calling & Collaboration: Built on enterprise-grade infrastructure, CXAS provides robust Webex calling and collaboration tools that deliver secure, scalable communications across distributed hybrid teams.
- AI-Powered Contact Center Solutions: Leveraging Cisco Webex Contact Center, CXAS integrates intelligent routing, conversational AI, and omnichannel capabilities to optimize customer engagement and agent workflows.
- Integrated Workforce Optimization (WFO): Through strategic partnerships with industry leaders such as Calabrio, CXAS incorporates smart, data-driven scheduling, workforce management, and quality management to mitigate overstaffing and empower contact center personnel.
Research sources
Pages consulted; not independent verification of every claim.
Ideal Customer Profile
The ideal customer profile for CX Advanced Solutions includes:
- Organization Size: Mid-market to enterprise companies (typically 100 to 10,000+ employees or agents) operating distributed offices or complex contact centers.
- Target Industries: Retail, healthcare, financial services, hospitality, professional services, and multi-location businesses (represented by clients such as Yum! Brands, Dunn Lumber, Lee Health, and German American Bank).
- Technical Maturity: Organizations currently maintaining legacy on-premises telephony (Avaya, Cisco Unified Communications Manager, Mitel, Nortel, etc.) seeking to modernize to cloud-first UCaaS/CCaaS architectures.
- Technology Alignment: Companies committed to, or evaluating, Cisco ecosystems (Webex Calling, Webex Contact Center) and seeking complementary workforce management platforms (Calabrio).
- Primary Objective: Reducing migration complexity, minimizing cutover downtime, and accelerating call flow discovery using automated conversion tools.
Research sources
Pages consulted; not independent verification of every claim.
Best Fit
CX Advanced Solutions excels in several core enterprise communication scenarios:
- Legacy PBX-to-Cisco Cloud Migrations: Organizations with complex on-premises PBX environments looking to transition to Cisco Webex Calling or Webex Contact Center benefit directly from CXAS's proprietary AIM tool, which extracts and deciphers call flows, hunt groups, and configurations in minutes.
- Cisco-Centric Environments: Companies standardizing on Cisco hardware, networking, or software that require specialized Premier Partner expertise to deploy Webex Collaboration Suite and AI-powered contact center tools.
- Omnichannel Contact Center Modernization: Businesses seeking to replace fragmented customer service tools with modern, AI-enhanced contact center capabilities while adding advanced workforce optimization via partners like Calabrio.
- Risk-Averse Hybrid Transformations: Enterprises that require tailored, phase-by-phase migration strategies that preserve operational continuity and accommodate customized routing scripts rather than a rigid "lift-and-shift" approach.
Research sources
Pages consulted; not independent verification of every claim.
Offerings
- Cloud Calling: Migration and deployment of Cisco Webex for Calling, providing secure, enterprise-grade cloud PBX capabilities, softphone connectivity, and device management.
- Contact Center Solutions: Implementation of Cisco AI-Powered Contact Center platforms designed to improve customer engagement, streamline agent desktops, and orchestrate intelligent routing.
- Cloud Collaboration: Deployment of the full Cisco Webex Collaboration Suite, bringing together enterprise messaging, high-definition video meetings, and hybrid collaboration tools.
- Workforce Optimization (WFO): Integration of data-driven scheduling, performance management, and workforce engagement solutions through partnerships with Calabrio and related technology providers.
- AIM (Accelerate, Identify, Maximize) Tool: A proprietary data converter tool that ingests complex PBX and legacy contact center files, translating them into human-readable data to accelerate call flow mapping and cloud onboarding.
- Migration & Professional Services: End-to-end consulting, migration strategy planning, system design, and hands-on cutover execution for on-prem-to-cloud transitions.
Research sources
Pages consulted; not independent verification of every claim.
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Introduction
This buying guide evaluates CX Advanced Solutions LLC (CXAS), a specialized collaboration and customer experience solutions provider and Cisco Premier Partner. As businesses navigate the shift from legacy on-premises communications to agile, cloud-based architectures, selecting the right systems integrator is critical.
Readers will gain clear insight into CX Advanced Solutions' core offerings—spanning Cisco Webex Cloud Calling, Contact Center Solutions, the Webex Collaboration Suite, and Workforce Optimization (via partnerships such as Calabrio). Additionally, this guide details their proprietary PBX-to-cloud data conversion tool (AIM), migration methodologies, target use cases, and key evaluation criteria to help IT and business leaders determine organizational fit.
Research sources
Pages consulted; not independent verification of every claim.
Key Features
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Proprietary AIM Data Converter:
- Rapidly converts complex, legacy PBX and contact center configuration files into clear, human-readable formats.
- Accelerates discovery by uncovering hidden telephony configurations, hunt groups, and auto attendants.
- Identifies and maps legacy call flows to streamline transition designs and mitigate migration risk.
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Cisco Cloud Calling:
- Powered by Cisco Webex Calling for enterprise-grade, secure cloud voice.
- Flexible device support across softphones, desktop devices, and mobile environments.
- Centralized cloud administration that replaces disparate on-premises telephony hardware.
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AI-Powered Contact Center Solutions:
- Modern cloud customer engagement powered by Cisco Webex Contact Center.
- Embedded AI capabilities to enhance agent efficiency, automate routine interactions, and optimize call routing.
- Comprehensive omnichannel handling for customer communications.
-
Workforce Optimization (WFO):
- Advanced scheduling and forecasting delivered through partnerships with Calabrio and complementary platforms.
- Data-driven staffing management to prevent overstaffing and control operational overhead.
- Performance tracking and dynamic engagement tools to foster continuous agent improvement.
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Unified Cloud Collaboration:
- Complete Webex Collaboration Suite integration combining voice, messaging, video meetings, and hybrid work tools.
- Consistent user experience designed to foster cross-functional productivity in distributed work environments.
Research sources
Pages consulted; not independent verification of every claim.
Use Cases
- Multi-Site PBX Cloud Transformation: A distributed enterprise with disparate legacy on-premises PBXs across dozens of retail or corporate locations uses CXAS's AIM tool to extract call flows and migrate seamlessly to Webex Calling, eliminating local hardware maintenance.
- Omnichannel Contact Center Modernization: A customer service organization transitions from an outdated voice-only ACD to Cisco Webex Contact Center with AI capabilities, improving first-contact resolution and agent workflow automation.
- Contact Center Staffing Optimization: A service organization facing volatile call volumes integrates Calabrio Workforce Optimization to automate shift scheduling, reduce overstaffing costs, and improve workforce engagement.
- Enterprise Hybrid Work Enablement: An organization standardizes its dispersed workforce on the Webex Collaboration Suite, unifying calling, chat, and video meetings within a single application framework supported by Cisco desk devices.
Research sources
Pages consulted; not independent verification of every claim.
Pricing Models
CX Advanced Solutions provides solutions based on software-as-a-service (SaaS) and managed/professional services models:
- Subscription Licensing: Cisco Webex Calling, Webex Contact Center, and Webex Collaboration licenses are generally billed on a per-user/agent, per-month or annual subscription basis.
- Workforce Optimization (WFO) Licensing: Calabrio and companion WFO solutions are structured as per-agent or per-seat add-on subscriptions depending on the modules selected (e.g., scheduling, recording, quality management).
- Professional Services & Implementation: Migration planning, tailored engineering, deployment, and AIM data conversion are structured either as fixed-fee scopes of work or professional service engagements based on project scale and site count.
- Key Cost Drivers: Total seat count (calling seats vs. contact center agents), number of physical sites, complex IVR/script customization, hardware endpoint requirements, and PSTN carrier connectivity options.
Research sources
Pages consulted; not independent verification of every claim.
Technical Requirements
- Network Infrastructure: High-availability broadband or SD-WAN connectivity with adequate bandwidth allocation for voice and video streams; implementation of Quality of Service (QoS) prioritizing real-time voice (SIP/RTP) traffic.
- Supported Endpoints & Hardware: Cisco IP phones, Cisco Webex Desk Series/desk cams, or approved third-party SIP endpoints; compatible PC/Mac headsets for softphone users.
- Client Operating Systems: Modern versions of Windows and macOS for desktop Webex apps; iOS and Android for mobile collaboration.
- Web Browsers: Up-to-date releases of Google Chrome, Mozilla Firefox, Microsoft Edge, or Apple Safari for web access and administrative dashboards.
- Telephony Prerequisites: Current dial-plan inventories, carrier interconnects (Local Gateway or Cloud Connected PSTN), and PBX configuration outputs for AIM ingestion.
Research sources
Pages consulted; not independent verification of every claim.
Business Requirements
To successfully execute a unified communications and contact center migration with CX Advanced Solutions, organizations should prepare several operational prerequisites:
- Stakeholder Buy-In: Cross-functional alignment between IT leadership, network engineering, contact center operations, and line-of-business managers who manage customer-facing workflows.
- Call Routing and Script Documentation: Access to existing telecommunication configurations, historical dial plans, hunt group assignments, and interactive voice response (IVR) scripts to feed into the discovery process.
- Change Management and Process Readiness: A structured change enablement plan to prepare end users and contact center agents for the transition from legacy desktop phones or on-prem interfaces to the Cisco Webex software suite.
- Internal Project Ownership: Designated project managers and technical leads responsible for validating user provisioning, testing call trees, and signing off on user acceptance testing (UAT).
- Supervisory and Agent Training: Dedicated time allocations for frontline staff and supervisors to master call handling, omnichannel queues, and workforce scheduling dashboards.
Research sources
Pages consulted; not independent verification of every claim.
Implementation Timeline
Implementation timelines depend on the scale of endpoints, site count, and contact center complexity:
- Phase 1: Discovery and Assessment (Weeks 1–2): Technical discovery, network readiness review, and running current PBX/contact center configuration files through the proprietary AIM tool to identify call trees, hunt groups, and scripts.
- Phase 2: Solution Architecture and Design (Weeks 3–4): Designing future-state Webex calling plans, routing logic, contact center queue structures, and workforce optimization parameters.
- Phase 3: System Configuration and Integration Setup (Weeks 5–7): Tenant configuration, user provisioning, setting up auto attendants, configuring integrations (e.g., Calabrio WFO, CRM connectors), and carrier porting coordination.
- Phase 4: Testing, Pilot, and Training (Weeks 8–9): End-to-end user acceptance testing (UAT), pilot testing with select users or departments, and structured agent/administrator training sessions.
- Phase 5: Go-Live and Cutover (Week 10+): Phased or flash number porting, cutover execution, hypercare support, and operational handoff.
Note: Timelines may vary based on carrier number porting lead times, site count, and the complexity of customized IVR flows.
Research sources
Pages consulted; not independent verification of every claim.
Support Options
CX Advanced Solutions provides focused engineering support backed by major platform vendor ecosystems:
- Professional Implementation Services: Hands-on architecture, discovery via AIM, system design, cutover support, and hypercare provided by experienced sales engineers and migration specialists.
- Customer Success Management (CSM): Dedicated CSM oversight to guide deployment milestones, user onboarding, and ongoing relationship health.
- Vendor Tiered Support: Direct escalation paths into Cisco TAC (Technical Assistance Center) and partner support channels (such as Calabrio) for platform-level operational issues.
- Training Offerings: Tailored administrator orientation and contact center agent/supervisor training to accelerate time-to-value and ensure smooth adoption.
Research sources
Pages consulted; not independent verification of every claim.
Integration Requirements
CX Advanced Solutions deploys ecosystems centered on Cisco cloud platforms and leading industry partners:
- Cisco Webex Platform Integrations: Native integration across the Webex ecosystem (Calling, Meetings, Messaging) and integration with Cisco enterprise networking and collaboration hardware (e.g., desk cams, IP phones, room kits).
- Workforce Optimization Connectors: Seamless interworking with Calabrio and complementary partner tools for recording, speech analytics, quality management, and scheduling.
- Legacy PBX Data Conversion: Interfacing with legacy telephony data formats via CXAS’s proprietary AIM tool, which parses PBX/contact center configuration files into readable mapping formats.
- Business Applications and CRMs: Standard Webex APIs and pre-built connectors for major enterprise applications, ticketing platforms, and CRMs to facilitate screen pops and unified agent desktop workflows.
- Carrier and PSTN Options: Integration with cloud-connected PSTN, local gateways, or carrier trunking for flexible dial-plan architectures.
Research sources
Pages consulted; not independent verification of every claim.
Security & Compliance
Solutions implemented by CX Advanced Solutions leverage Cisco's enterprise security architecture:
- Platform Security: Built on Cisco Webex’s trusted, multi-tenant cloud platform featuring end-to-end encryption for data in transit and at rest.
- Identity and Access Management: Support for enterprise Single Sign-On (SSO), multi-factor authentication (MFA), and role-based access control (RBAC).
- Compliance Standards: Cisco Webex cloud infrastructure complies with rigorous global standards, including SOC 2, ISO/IEC 27001, HIPAA-readiness capabilities, and GDPR compliance.
- Secure Telephony Architecture: Encrypted signaling (TLS) and media encryption (SRTP) for voice and video communications.
- Auditability and Governance: Administrative portals provide comprehensive audit logging, reporting, and policy enforcement tools to maintain organizational security postures.
Research sources
Pages consulted; not independent verification of every claim.
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