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  • 1.  Best Practices for Customer Onboarding with Genesys Cloud

    Posted 6 days ago 
    Hi everyone,

I'm curious to learn about your experiences with customer onboarding processes. What are some best practices you've found effective when helping new customers get started with Genesys Cloud?

Specifically:
- What resources do you find most valuable during onboarding?
- How do you measure onboarding success?
- Any common pitfalls to avoid?

Would love to hear your insights!

Thanks,
Minhaj

    #Other

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    Minhaj Mubashir
    Technical Account Manager
    ------------------------------


  • 2.  RE: Best Practices for Customer Onboarding with Genesys Cloud

    Posted 5 days ago

    Good Day Minhaj

    I would recommend having a look at the following articles on the resource center for some guidance on best practices and onboarding learnings.

    https://help.genesys.cloud/articles/step-1-welcome-to-genesys-cloud/#series-heading

    https://help.genesys.cloud/articles/step-4-onboarding-best-practices-and-learnings/

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


  • 3.  RE: Best Practices for Customer Onboarding with Genesys Cloud

    Posted 5 days ago

    thanks stephen 



    ------------------------------
    Minhaj Mubashir
    Technical Account Manager
    ------------------------------

    Original Message


  • 4.  RE: Best Practices for Customer Onboarding with Genesys Cloud

    Posted 4 days ago

    @Stephan Taljaard - Thank you for those Resource Center links! The Step 4 article on onboarding learnings is particularly comprehensive.

    What I'm taking away from this discussion:  Start with solid foundation (roles, permissions, org structure)  Balance technical enablement with business transformation , Measure early and measure often  ,Embrace the platform's capabilities rather than fighting them

    Anyone else have stories about onboarding "aha moments" - either successes or lessons learned the hard way? Would love to keep this conversation going!



    ------------------------------
    Minhaj Mubashir
    Technical Account Manager
    ------------------------------

    Original Message


  • 5.  RE: Best Practices for Customer Onboarding with Genesys Cloud

    Posted 5 days ago

    Hi Minhaj, 

    Great question - onboarding is one of the biggest factors in long-term success with Genesys Cloud. I'll share some best practices that have worked well in my experience.

    The fist question: What resources are most valuable during onboarding?

     
    Genesys Cloud Resource Center
    The primary source for technical documentation, configuration guides, APIs, and best practices. It's essential for admins and developers during setup and ongoing management.
     
    Genesys Cloud Beyond
    The structured learning paths and certification programs help accelerate knowledge transfer. I've found it especially valuable for onboarding administrators, supervisors, and technical teams to ensure platform self-sufficiency.
     
    Genesys Cloud Community
    A great place to learn from real-world use cases, implementation experiences, and edge-case discussions. It's often faster to find practical insights here than through formal documentation alone.
     
    Internal enablement materials (custom documentation)
    Tailored architecture diagrams, routing design documents, operational runbooks, and governance guidelines aligned to the customer's business processes make onboarding much smoother and reduce post–go-live confusion.
    =-=-=-=-=-=-=-=-=-=
    Second: How do we meas
     
    Some key indicators:
    Time to first successful interaction (calls, chats, emails in production)
    Admin self-sufficiency (can they manage routing, users, queues without external help?)
    Adoption metrics (feature usage beyond basic voice - e.g., digital, WEM, automation)
    Reduction in support tickets after go-live
    Clear achievement of defined business KPIs (AHT, SLA, CSAT, etc.)
    Setting measurable success criteria during kickoff is critical.
    =-=-=-=-=-=-=-=-=-=
    third: Common pitfalls to avoid
     
    Lack of clear ownership on the customer side (executive sponsor + platform admin are both necessary)
    Overcomplicating routing at the beginning instead of starting simple and iterating
    Skipping proper user training and relying only on configuration delivery
    Not aligning technical configuration with business processes
    Treating onboarding as a technical deployment rather than a change management initiative
    In my experience, the most successful onboarding projects treat Genesys Cloud not just as a telephony replacement, but as a CX transformation platform.


    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 6.  RE: Best Practices for Customer Onboarding with Genesys Cloud

    Posted 4 days ago

    @Kaio Oliveira - Your breakdown is fantastic! I especially resonated with your point about treating onboarding as a "change management initiative" rather than just a technical deployment. question for you: When you mention starting simple with routing and iterating, what does your typical "phase 1" routing setup look like? I'm curious about where you draw that line between "simple enough to start" and "complex enough to be useful."



    ------------------------------
    Minhaj Mubashir
    Technical Account Manager
    ------------------------------

    Original Message


  • 7.  RE: Best Practices for Customer Onboarding with Genesys Cloud

    Posted 5 days ago

    Hi @Minhaj Mubashir,

    additionally to what @Stephan Taljaard mentioned I'd recommend to get familiar with the native roles and permissions in a really really early state. Having an idea about this helps a lot with setting up Orgs and Divisions.

    To avoid endless discussions and many really painful hurdles, the customer should understand from the very first day that it's in most cases not a good idea to try pressing existing scenarios and processes 1:1 into the Genesys platform.

    From my experience the most valuable way will be to be open minded towards the new platform, get the most out of it and once there's a clear migration concept just THEN decide which parts to keep and what's much better to design newly from scratch.

    Cheers,



    ------------------------------
    Monika Gruber
    Expert Contact Center Systems
    1&1 Telecommunication SE
    ------------------------------

    Original Message


  • 8.  RE: Best Practices for Customer Onboarding with Genesys Cloud

    Posted 4 days ago

    @Monika Gruber Your point about roles and permissions is SO important and often overlooked! I can't tell you how many times I've seen customers struggle mid-implementation because they didn't plan their org/division structure upfront. The "don't force old processes 1:1 into the platform" advice is gold  - it's that mindset shift that often separates good implementations from great ones.



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    Minhaj Mubashir
    Technical Account Manager
    ------------------------------

    Original Message


  • 9.  RE: Best Practices for Customer Onboarding with Genesys Cloud

    Posted 4 days ago

    You're speaking my mind, @Minhaj Mubashir!  ðŸ’¯ 

    These points are essential for a successful migration. I did several migrations into the Genesys platform over the past years (in different roles) and always ignoring one or even both of these things led into so much painful struggles.

    But let's be realistic:  Sometimes, it's unfortunately not on the team or C-level to decide on that.

    In these cases, I'd expect from the Genesys consultants or the consultants on integrator side to try as much as they can to make the importance of these topics transparent and help team and C-level on that.



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    Monika Gruber
    Expert Contact Center Systems
    1&1 Telecommunication SE
    ------------------------------

    Original Message


  • 10.  RE: Best Practices for Customer Onboarding with Genesys Cloud

    Posted 4 days ago

    @Monika Gruber You're right! This is a big challenge.

    I learned that C-level executives understand better when we use business reasons, not just technical reasons:

    This design helps you follow compliance rules

    This saves money over time
    This gives you faster results

    Question: What works for you when you need to change someone's mind about these decisions?



    ------------------------------
    Minhaj Mubashir
    Technical Account Manager
    ------------------------------

    Original Message


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