What you should do to gain Genesys clarity migration

In an interview with a prominent tech magazine, Tony Bates, the CEO of Genesys, explained that the pillars of CX would be empathy and CX digitization.

The interview shows how customers’ attitudes towards CX have changed over the years. It pointed out why people are no longer content with a mechanical tone that could send them on a tailspin of endless button pressing; why they are looking forward to CX that can understand and support them in getting their needs met.

To meet these needs, many CX centers are turning to newer platforms with advanced features such as automation and advanced analytics to empower agents with the technical prowess they need to meet customer expectations.

Amidst a time of changing CX, Genesys has emerged as one of the leading CX platforms that can deliver the promise of a digital CX that can complement customer needs rather than force them to jump through hoops.

The challenge of migrating to a new CX platform

However, the challenge of migrating to a new Genesys platform is not as simple as it seems because CX platforms’ expansive architecture makes a simple “lift and shift” not feasible.

With so many systems to account for, determining what type of systems should be relied on and what type of data should be transported to is a challenging prospect.

There is also the issue of determining business value, where most CX centers will not see the value of their project for months or years to come.

CX centers should invest in Genesys clarity migration to make the transition from one platform to another as smooth and efficient as possible.

We break down the secrets to converting Genesys migration into an automated, precise, and transparent project.

The essential methods for finding Genesys clarity migration

While not a conclusive process, paying attention to the following areas can clarify your Genesys migration project.

Automate your pre-migration analysis

Pre-migration analysis, the process where CX centers analyze their current CX platform, is critical for determining valuable data and systems to migrate to the Genesys platform.

However, this is an incredibly complex process, and discovering clarity in the current system configuration could take months to complete. Even after the process is complete, identifying the most valuable systems could prove to be complicated.

Automating the process is critical for reducing the timeline for the project and getting an accurate picture of how agents use these systems.

CX management platforms can analyze and catalog legacy data, generating real-time reports on the configuration actions taken during a fixed period.

This gives you a detailed breakdown of how the legacy systems are used and reveals the most critical systems in the platform.

Plan for hidden risks

Migrating from one platform is fraught with hidden risks and complications that could drive up the cost of CX migration and delay business value.

Unfortunately, anticipating these risks is technically challenging, even for experienced engineers because moving systems to a platform with a completely different CX language is fraught with technical complications.

There is also the prospect of unexpected complications, where moving from one platform to another could require far more work than was initially expected, which could delay results and stunt ROI.

To address this issue, you need to devise a detailed migration plan and be sure to ask your Genesys representative all relevant questions and explore different scenarios.

Translating configuration data

Moving data and systems from source CX platform to destination platform is one of the more complex operations you can undertake when migrating to the Genesys platform.

CX engineers face the unenviable task of reworking the data into the format that fits the solution and doing so within a strict timeline and budget.

The process requires incredible finesse, and a small mistake could lead to massive delays, rising costs, and even a poor translation of your CX systems.

While consultants can smoothen out the process, it does not do away with unexpected issues in migration.

Given how volatile the process could be, the best solution is to automate all or part of the translation process.

Leveraging an automated management platform allows you to translate configuration data from one platform to another without running the risk of human error. In addition, it can ensure that data translation is done promptly without compromising accuracy.

With an automated solution, you do not have to worry about data translation accuracy errors.

Furthermore, you can be assured of the Genesys clarity migration because the platform can give you detailed insights into the status of data translation while also monitoring configuration changes within the platform.

Discovering clarity when migrating to Genesys

As contact centers migrate to Genesys platforms to improve the quality of CX, investing in CX solutions can help make the process smoother and more efficient than before.

These solutions will be critical for maximising ROI and improving time-to-value. A well-thought-out migration plan and the right platform will be crucial for continued success post-migration.