Cisco UCCE and PCCE 12.5 and 12.6 reach end of support in 2027: what are the options?
Cisco UCCE, PCCE and UCCX 12.5 and 12.6 reach their last date of support on 31 December 2027. You can upgrade on-premise to version 15 or higher, migrate to Webex Contact Center, replace Cisco, or modernize the agent side now and decide the platform later. Totalix for Cisco takes the last route, keeping Finesse and Cisco routing in place.
The options compared
| Option | What changes | What stays | Where it runs |
|---|---|---|---|
| Upgrade to Cisco version 15 or higher | The Cisco software version, on Cisco’s recommended path | Finesse, routing, reporting, your data center | On-premise |
| Migrate to Webex Contact Center | A cloud platform with Cisco’s cloud Agent Desktop; routing and flows are rebuilt | Cisco as the vendor | Cisco’s cloud |
| Replace Cisco | The whole platform: routing, desktop, reporting | Little; flows and integrations are rebuilt | The new vendor’s choice of models |
| Totalix for Cisco | The agent side: one omnichannel workspace native to Finesse with every channel, AI Agent Assist, knowledge and reporting | Finesse, UCCE, PCCE or WCCE routing, business rules and integrations | Your Cisco estate stays where it is; Totalix on SaaS, Dedicated Hosted or Partner Hosted from 1 December 2026, or On-Premise from January 2027 |
Dates from Cisco’s end-of-sale and end-of-life notice (EOL15603, updated 30 June 2025): end of sale 31 December 2025, last renewal 31 December 2026, last date of support 31 December 2027. Webex Contact Center from Cisco’s help pages, 21 October 2026.
When it fits
Your Cisco routing works, the desktop and the missing digital channels are the problem, and you want to modernize before the 2027 deadline without committing to a platform move on Cisco’s timetable.
When it doesn’t
You have already decided to leave Cisco altogether; then compare Totalix Complete, which needs no underlying platform, with the other replacements.
How Totalix does it
Totalix for Cisco integrates natively with Finesse on UCCE, PCCE and WCCE, and with Webex Contact Center, adding digital channels, AI Agent Assist, knowledge and reporting without disrupting the routing, business rules and integrations you have invested in. Agents keep one desktop as you move between Finesse and Webex Contact Center, so a later platform move does not mean retraining the floor. UWXP, the AI layer, runs in the cloud, your VPC or on-premise today.
Totalix for Cisco → · Replacing the UCCE or PCCE desktop → · On-premise contact center software → · Request a demo →
Questions buyers ask
When does support end for Cisco UCCE 12.5 and 12.6?
31 December 2027, the last date of support in Cisco’s end-of-life notice. The end-of-sale date was 31 December 2025, and the last date to renew or add to a subscription is 31 December 2026. The same notice covers PCCE, UCCX and CVP.
Do we have to move to the cloud?
No. Cisco recommends version 15 or higher, which you can run on-premise, and Totalix for Cisco works with the Cisco estate where it is.
Can we modernize the agent desktop before we upgrade Cisco?
Yes. Totalix for Cisco runs with Finesse on UCCE, PCCE and WCCE, so agents get every channel, AI assistance and knowledge now, and the platform decision can follow.
Can the AI stay on-premise with our Cisco estate?
Yes, on request. UWXP runs in the cloud, with on-premise deployment on request and no training on customer data; Totalix On-Premise follows in January 2027.
Who delivers it?
Upstream Works partners, including Cisco specialists such as Presidio, WWT, TTEC Digital, Natilik and Bucher+Suter.