Genesys Cloud CX implementation

Genesys Cloud CX implementation and migration

TheCXGuru plans and delivers Genesys Cloud CX implementation and migration programmes. We work through discovery, target design, build and migration, cutover, then hypercare and optimisation.

Discuss your migration

Genesys Cloud CX contact centre architecture

What the Genesys Cloud CX work covers

Architect rebuild

IVR logic, routing and prompts are rebuilt in Architect. Handlers and strategies do not move across unchanged.

Telephony decision

Genesys Cloud Voice, BYOC Cloud or BYOC Premises needs deciding early because it shapes the cutover plan.

Data actions and CRM

CRM lookups and updates are designed as data actions, with the failure paths tested as carefully as the happy path.

WEM as a workstream

Scheduling, quality evaluation and recordings need their own design and test plan rather than being left to the end.

Starting points

Migrating from where you are today

Genesys Engage and PureConnect

Interaction Attendant, handlers, strategies, routing rules and reports need mapping before the target design starts.

A contact centre with custom routing

The parts that look like a simple queue often contain exception handling, transfers and after-hours rules worth finding first.

Reporting that the business relies on

Definitions for service level, abandon and transfer reporting are agreed before anyone tries to match the old reports.

How the engagement runs

Discovery and assessment

We trace the current IVR, routing, telephony, integrations, WEM and reporting definitions, including the exceptions people rely on.

Target design

The early choices are telephony, Architect routing, divisions, roles and permissions, followed by the integration and data design.

Build and migration

Architect flows, queues, skills, data actions and integrations are built and tested. Divisions and permissions are ready before users are loaded.

Cutover

Number-porting lead times can set the date. We plan the switch, rollback points and queue-by-queue checks around that constraint.

Hypercare and optimisation

The first weeks focus on live routing, recordings, reporting and WEM behaviour before the team moves into normal change work.

Delivery model

Working with your team or systems integrator

A defined Genesys workstream

We can take the Architect, routing, telephony or integration work inside a larger programme.

Your way of releasing

We work inside your delivery process, or your SI’s, and use its governance and change control rather than bringing another one.

Handover that supports operations

The people who will administer queues, flows and WEM are involved before the cutover, not handed a document afterwards.

Common questions

Which Genesys Cloud telephony model should we choose?

We make that decision during design. Geography, carriers, existing voice estate and the cutover sequence determine whether Genesys Cloud Voice, BYOC Cloud or BYOC Premises is the sensible fit.

Can we move PureConnect or Engage flows straight into Architect?

No. The business behaviour can be carried across, but handlers, strategies and IVR logic need rebuilding as Architect flows and routing configuration.

When do roles and permissions get set up?

Before the user load. Divisions, roles and permissions are tested with the operating model so agents, supervisors and administrators arrive with the access they need.