A proven approach for your
on-premises call centre migration
When it's time to migrate your on-premises call centre, an experienced guide makes the journey easier and more predictable with faster time to value.
Let us help remove the roadblocks.
Business impact
"Change management is critical. What's the plan to minimise disruption? I need to know how a vendor will migrate us".
Technical risk
"What's the impact to my team? What's the strategy to minimise risk? I need to know how a vendor will migrate us".
2,500+
contact centres
800+
Unique companies
>50%
Went to the cloud
1. Envision
Start with a day of discovery.
In CX workshop #1, our experts come to your site. Together, your team will work with ours to:
Create your customer experience vision
Assess your current environment
Define your goals
Identify gaps that stand between you and your customer experience success
"We wanted a technology partner that was going to help us go to the next level in terms of capability, that had a proven track record, that was going to provide after-sales support to the degree we needed — and not rely on us to provide all the thinking and thought leadership around how the deployment was going to actually be delivered".
Jason Lock, Westpac
See how Westpac cast its customer experience vision >
"By just building out the right business case for our executive leadership team, we were able to really easily gain their buy-in to move forward. Once they saw the technology improvements, the new capabilities, the flexibility and then also the reduction in costs, it was a pretty easy sell from our perspective".
Nicole Thomas, Coca-Cola Business Services North America
See how Coca-Cola BSNA made the case for migration >
2. Define
We use the "Discovery workshop" output to create your personalised migration plan.
You get a custom migration business case based on your unique needs and timeline. Hello consensus.
3. Migrate
Proven, paced, predictable
Minimise risk and disruption. Get a solid foundation for the future.
Smooth transitions for smooth business operations
"When EMS flipped the switch, everything went as planned. We didn't get a single customer complaint. That was the fifth system migration I've done, and it was by far the smoothest".
Paul Staehlin, EMS
Learn how EMS kept operations running smoothly >
A proven approach for migration success
Schedule your workshop today
Take the next step in your customer experience strategy
More companies trust Genesys to help them migrate from their current on-premises system to a modern cloud solution.
Download migration guide
Schedule workshop
"This is the best contact centre I could have imagined. We've been ranked the number one Vodafone contact centre worldwide. And with the new innovative channels we've developed, we know there's a lot more to come".
Jorg Knoop, Vodafone
Learn the secrets to Vodafone's success >
"We're thrilled with Genesys Engage, our results
to date, and the company's vision for product innovation, security and stability.
With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades".
Dwayne Calder, ATB Financial
Hear how ATB is getting ready for the future >
4. Achieve
Lowell Norway realised a 35% increase
in identification on first contact and 90% or higher first call resolution
Coca-Cola Business Services North America reduced TCO by 50%
Ping An Insurance improved Net Promoter Score (NPS) by 73%
Vodafone saw 86% of customers routed to the best agent within seconds, irrespective of channel
Schedule workshop
Download migration guide
See who should attend
Learn more >
Find out how to handle this huge wave of traffic.
Learn more >
Reporting continuity
Learn more >
Know you're getting the value you expected
Learn more >
Get the analyst research
Learn more >
Yahoo! Japan reduced new business account setup from one month to one day
Westpac New Zealand consolidated 39 siloed contact centres to a single virtual contact centre
ATB Financial migrated an entire contact centre infrastructure to Genesys Cloud in six months, replacing three legacy, on-premises systems
Expected customer interaction volume will increase by 2024
- Gartner
3.5x
Nemertes Research conducted an in-depth, global assessment of the business, technical and financial results experienced by 10 companies that chose to adopt some form of Genesys customer experience technology.
Learn what these companies had to say about their migration experiences and the results they achieved.
Get the study
Get the analyst research
Learn more >
Genesys Customer Success is our programme of guidance and services that helps you get the value you signed up for quickly.
Your journey doesn't end after the go-live party
Genesys Customer Success provides assistance for every phase of your journey.
Download migration guide
Get started
Walk
Migrate core contact centre environment without loss of functionality.
Run
Enhance and optimise with digital channels, context-driven actions, performance metrics and employee engagement.
Fly
Differentiate with data and artificial intelligence (AI) for predictive and personalised engagement.
Reporting continuity
Learn more >
Find out how to handle this huge wave of traffic.
Learn more >
See who should attend
Learn more >
We understand: You’ve invested in your current vendor's reporting.
Choose the migration path that assures continuity of reporting on critical KPIs. You get the right tools and options to bridge current vendors to Genesys reporting, tuned to your unique requirements:
The data you need when you need it
Predefined reports for each Genesys use case identified in your Assessment Workshop
Predefined set of the most common for select vendor system-level reports
A business intelligence (BI) data feed to an existing data warehouse
Full data transfer, storage and visualisation for select vendors
35%
50%
73%
86%
The forecast is definitely cloudy, but which cloud and when? You need viable options for cloud today or a path to the right cloud deployment model on your timeline.
One of the key success factors in cloud migrations is getting all the right stakeholders involved in the dialog – early.
Use our Essential Migration Checklist to get those conversations started.
Look to the cloud
You spoke. We listened. Security is the #1 consideration for companies thinking of migrating to the cloud.
Put your mind at ease with answers to the most frequently asked questions about our cloud security strategy.
If you’re an IT leader, you’ll want to read this Genesys Cloud Security datasheet.
Download the data sheet
Download the checklist
Download the checklist
Download the data sheet
Receive a detailed agenda to ensure your strategic, business and operational goals are thoroughly covered and challenges addressed. You’ll also engage in focused discussions across functional areas.
We’ll look for input from three groups of stakeholders:
Who should attend?
Know you're getting the value you expected
Learn more >
Learn the secrets to Vodafone's success >
Hear how ATB is getting ready for the future >
Learn how EMS kept operations running smoothly >
See how Coca-Cola BSNA made the case for migration >
See how Westpac cast its customer experience vision >
Business
Project sponsors
Executive management
Project team
Service / collections / sales / marketing management
IT management and enterprise architects
Specialists within functional areas
IVR / self-service
Web, mobile output, quality management, workforce management, reporting, etc.
Situation
Even leading brands face the challenge of ageing and disparate contact centre technologies. For Coca-Cola Business Services North America, its existing legacy systems didn't offer the necessary flexibility and interoperability. This made reporting and analytics extremely difficult. Meanwhile, maintenance costs continued to skyrocket.
So finding a new, cloud-based solution that could support its continued brand success and passion for putting customers first, and continue to evolve with the brand, became the top priority.
Quenching customers' thirst for better support
Solution
Only Genesys offered a cloud application with the business agility, interoperability and omnichannel solution the organisation needed now and for the future. With a phased approach, Coca-Cola implemented it in six months and realised 99.9%+ Day 1 system availability.
Results
of scheduled outbound calls completed every day
reduction in Total Cost of Ownership (TCO)
of calls routed to the right team the first time
100%
50%
Harnessing the cloud to meet diverse client needs
Results
reduction in agent turnover
50%
Solution
Eventually, EMS searched for a new contact centre solution that was nimbler and offered more control, and chose the Genesys PureConnect Cloud product to meet its needs. Now, the company has all the necessary tools within reach.
Situation
EMS, Inc., is a full-service contact centre that provides outsourced customer support. Founded in 1998, they provide multichannel customer care solutions and guarantee timely and personalised service. Even though EMS is a single outsourced contact centre, it operates as 12 distinct centres — all with vastly unique configurations. In total, the company manages more than 500 phone numbers and has about 400 inbound call profiles — with more than 400 workgroups.
To provide these varied services for a diverse set of clients, EMS deployed a hosted contact centre solution, which eventually couldn't keep up with the company's needs. The limited customisation, control and visibility compromised customer service.
reduction in call abandon rtes
2.5%
increse in agent efficiency
10%
Get the study
Plan
Buy
Deploy
Use
Evolve
what exceeding customer expectations looks like
the plan to get there
with confidence
real results
Timeline and pricing
Estimated delivery timelines and budgetary pricing for a complete picture
CX vision demo
Custom demo that shows what your post-migration future can look like
Deployment model
The deployment model that's right for you: cloud now, or a path to get there
Financial justification
Based on use cases, you get a custom ROI and estimated cost of doing nothing
Migration plan
Detailed migration plan, personalised and deliberately phased for your organisation
Not ready for a workshop?
That's okay. Learn more about the Genesys prescriptive migration process in our call centre migration guide.
75%
Saved hundreds of thousands of dollars annually on IT resources
Ease of use winds new business
Taking customer experience to new levels with digital, mobile and social
Results
of customers routed to the best agent within seconds, irrespective of channel
18 million monthly cross-channel contacts now handled by one department
10-second-per-interaction decrease in average hold time
Solution
Genesys helped bring people and technology together into one virtual contact centre. Now, customers are served 30 seconds faster and agents can see all of a customer's previous contact history at a glance. This all contributes to an NPS turnaround.
One recent addition is the Vodafone mobile app (powered by Genesys), which gives customers the option of a click-to-call button or chat request. When the agent accepts the call or invitation, in split-seconds, their desktop displays the customer's activity across all channels.
Situation
Vodafone GmbH needed to enhance its customer service. Previously, communication channels were operated in silos — and that caused customer frustration.
Solution (cont.)
This seamless mobile experience continues with social media, enabling Vodafone to track and intercept customer comments on platforms like Facebook and Twitter. NPS is once again very positive with a score of between 50 and 60.
In addition, Vodafone has always had strong links with the community. With its new mobile app powered by Genesys, Vodafone was able to facilitate a huge national fundraising effort.
50%
reduction in IVR handle time
86%
Combining customer obsession with state-of-the-art technology
Results
ATB now keeps pace with customer expectations. By offering a wide range of communication channels, ATB is available where it's most convenient for customers. The flexibility of the cloud empowers the bank to easily add new features and functionality when it wants. And ATB has access to more data than ever before, which lets the company continually evolve and innovate customer experiences.
Solution
After evaluating several solutions, ATB decided to implement the Genesys® PureEngage™ Cloud product to replace its aging contact centre infrastructure.
Situation
ATB Financial is a regional bank in Alberta, Canada, with over 750,000 customers. As a customer-obsessed organisation, ATB believes its people are the key to delivering great experiences to customers. People with the right tools, knowledge and processes — in an optimal work environment — will create happiness for customers.
As the banking industry became more commoditised, the team at ATB realised that customer experience was the way to differentiate from others. But they had some challenges to overcome.
Legacy on-premises solutions were siloed and supplied unreliable data
Unable to map customer journeys
Rigid work scheduling with no scope for agent multitasking
2,500+
contact centers
What you'll get:
Download migration guide
Typical Vendor Services
Genesys Customer Success
Seamless omnichannel customer experience
Visibility into the complete customer journey
300% increase in submission of customer surveys
Flexibility to easily add new features and functionality