Just to add, if you're coming from Engage where you're used to getting quite hands on with VXML within GVP, or building quite complex IRD strategies using various subroutines, the move to Architect can seem a bit painful and your hands are tied in a number of ways.
Things that are probably taken for granted in the Engage world just aren't possible within Genesys Cloud - even through the AppFoundry. One example is streaming music on hold etc.
Probably part of this is that the Engage world has a loooong history behind it going back several Framework (and GVP) versions and a lot of years. Looking through the ideas portal it does look pretty difficult to get any new feature in place and you could be waiting years. Not to say that Engage is any faster, but it's quite obvious when you look through some of the ideas for Genesys Cloud that there are people that have been sitting there waiting 2 years+.I looked at raising some ideas myself when I first got onto Genesys Cloud deployments but was disappointed to see someone had already raised the idea years before and it hadn't gone anywhere.
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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 08-09-2020 11:59
From: Robert Wakefield-Carl
Subject: Migrating from Engage to Cloud
This is a hard question. It is not so much how you migrate settings from one system to another but how they perceive their current system meets business needs and how that can be achieved using Genesys Cloud. Most questions are around:
- Back-end integrations (Engage is usually tied into 5 or more systems natively)
- Reporting (Engage has up to 5 different reporting engines for various components and then aggregated into a BI package)
- HA and Backup (Engage is usually deployed with Hight Availability and fully redundant)
- Extensibility (Engage is usually put in for high agent counts, large fluctuations of staff numbers, and in multiple offices)
- Siloed Administration (Engage usually has 5 or 6 admins touching their own part of the system and it does not affect other areas)
There are many ways to migrate customers, but don't focus on features and functions, but why they purchased Engage and what business objectives is it fixing.
If you want help or need to bring in another source, we at Avtex has extensive experience working with Engage and Genesys Cloud and have been very successful in migrating the former to the later.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 08-09-2020 03:34
From: Salim Nouh
Subject: Migrating from Engage to Cloud
Hello Satish,
We want to migrate customer solution from PureEngage to Genesys Cloud too and i'm asking if you can help me please to found have documentation or giving me advice to do that safely ? process to do ?
Thank you.
Best regards
Salim
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Salim Nouh
NTT France
Original Message:
Sent: 12-05-2019 11:28
From: Satish Pallapotu
Subject: Migrating from Engage to Cloud
Hello Members,
We are migrating few groups from Genesys PureEngage to PureCloud in the Pilot phase. The scope of implementation includes Voice, Chat/chatbot, Email, voice Callback, Outbound, integration with CRM system. We heard all the new features/capabilities that PureCloud has and excited to offer them to business at a faster pace now. I have been following the community questions and responses and we are excited to learn from the community members from their implementation.
Thanks,
Satish
#Implementation
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Satish Pallapotu
Franklin Templeton Companies, LLC
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