Genesys Cloud - Main

Hi Everyone,

I'm hoping to start a discussion and get some insight from other former PureConnect community members who are migrating or have migrated from PureConnect (either as On-Premise or CaaS) over to Genesys Cloud.

Whether you're going through process or have already been through it, do you have any tips, suggestions or comments on your experience for those thinking about or about to make the transition?

Make it as simple or complex as you want, such as:

- functionality you had from PureConnect/CIC that wasn't available in Genesys Cloud (PureCloud)
- new functionality that is available in Genesys Cloud that you wished you had in PureConnect/CIC
- differences/experiences moving to an internet-based platform from a primarily premise-based platform (reliability, scalability, etc)
- experiences on an evergreen platform (always updating with new features/functionality automatically) versus planned/long/no upgrade cycles
- moving from dedicated desk phones to WebRTC and it's reliability, experiences
- changes in headsets that work well with Genesys Cloud
- other AppFoundry additions/add-ons you find useful/helpful
- any other tips or things you 'wished you'd done different' if you had to go through the migration again

Looking forward to hearing from you!
#ArchitectureandDesign
#Implementation
#Unsure/Other

Thanks, Jeffrey!

I know that this initial post was 12+ months ago, but I would like to see it finally gain some traction.  My company has been on PureConnect Cloud since 2019 and we're considering the possibility of migrating to Genesys Cloud CX.  It would be extremely helpful to solicit honest feedback from others who made the transition.  Important items I'd like to get feedback on is:

• Migration level of effort.  How long did the process take, from contract signature to full implementation
• What positive impacts have been gained from the transition?  Such as functionality gains, process improvement, customer experience enhancement opportunities, etc.
• Any cost savings gained?
• Experiences with PS before, during, and after implementation
• Customer support experience?  Did it improve post-transition, or is it about the same?
• Any "buyer's remorse"?  

And if anyone is NOT comfortable posting here, please feel free to email me.  My email address is in my signature below.

Thanks in advance!


------------------------------
Barry Farrington
Senior Contact Center IVR & ACD System Administrator
FedPoint
fedpointusa.com
bfarrington@fedpointusa.com
------------------------------

Barry and Jeff - I didn't see anyone shared information you guys were asking for. Did you guys do migration yet or working on it? Can you please share any information you may have on migrating from PureConnect to PureCloud? any information that Barry listed in thread. Thank you so much!

Bakul Viradia

------------------------------
Bakul Viradia
DOL
------------------------------

Original Message:
Sent: 11-12-2021 23:42
From: Barry Farrington
Subject: Your experience migrating from PureConnect (CIC) to Genesys Cloud

Thanks, Jeffrey!

I know that this initial post was 12+ months ago, but I would like to see it finally gain some traction.  My company has been on PureConnect Cloud since 2019 and we're considering the possibility of migrating to Genesys Cloud CX.  It would be extremely helpful to solicit honest feedback from others who made the transition.  Important items I'd like to get feedback on is:

• Migration level of effort.  How long did the process take, from contract signature to full implementation
• What positive impacts have been gained from the transition?  Such as functionality gains, process improvement, customer experience enhancement opportunities, etc.
• Any cost savings gained?
• Experiences with PS before, during, and after implementation
• Customer support experience?  Did it improve post-transition, or is it about the same?
• Any "buyer's remorse"?  

And if anyone is NOT comfortable posting here, please feel free to email me.  My email address is in my signature below.

Thanks in advance!


------------------------------
Barry Farrington
Senior Contact Center IVR & ACD System Administrator
FedPoint
fedpointusa.com
bfarrington@fedpointusa.com
------------------------------

We have recently done a migration, in all we are really pleased, there was a cost saving by doing this due to the billing model.

Downsides -
No auto answer on digital channels
No Auto ACW timeout on digital channels
Native Reporting not as good as PureConnect..roadmap release should fix this
Alerting not as good as PC
Cant see people with a skill where you expect to

Upsides
Full control to be able to build flows
WebRTC is rock solid
All features seem to be available under the CX3 licence
Far more flexibilty
Support is 500% better than on PC
PS was amazing, very knowledgeable
API functions are great to build data actions
Dashboards pretty good...will be excellent soon
Development is weekly
Beta Programs
Great community around the product


------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Andy - 

I see one of your upsides was support being better than PureConnect when you posted back in April. Have you seen any change? I understand there were some layoffs and wondering if it affected support. Thanks!

------------------------------
Alex
------------------------------

Original Message:
Sent: 04-21-2022 04:08
From: Andy Jackson
Subject: Your experience migrating from PureConnect (CIC) to Genesys Cloud

We have recently done a migration, in all we are really pleased, there was a cost saving by doing this due to the billing model.

Downsides -
No auto answer on digital channels
No Auto ACW timeout on digital channels
Native Reporting not as good as PureConnect..roadmap release should fix this
Alerting not as good as PC
Cant see people with a skill where you expect to

Upsides
Full control to be able to build flows
WebRTC is rock solid
All features seem to be available under the CX3 licence
Far more flexibilty
Support is 500% better than on PC
PS was amazing, very knowledgeable
API functions are great to build data actions
Dashboards pretty good...will be excellent soon
Development is weekly
Beta Programs
Great community around the product


------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Hi Alex

In my experience I haven't seen any change, cloud  support is so much better than pure connect (It was good until they outsourced it), the support difference between Cloud and pure connect is like light and day

Andy

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Original Message:
Sent: 01-06-2023 15:47
From: Alex Belec
Subject: Your experience migrating from PureConnect (CIC) to Genesys Cloud

Andy -

I see one of your upsides was support being better than PureConnect when you posted back in April. Have you seen any change? I understand there were some layoffs and wondering if it affected support. Thanks!

------------------------------
Alex
------------------------------


Original Message:
Sent: 04-21-2022 04:08
From: Andy Jackson
Subject: Your experience migrating from PureConnect (CIC) to Genesys Cloud

We have recently done a migration, in all we are really pleased, there was a cost saving by doing this due to the billing model.

Downsides -
No auto answer on digital channels
No Auto ACW timeout on digital channels
Native Reporting not as good as PureConnect..roadmap release should fix this
Alerting not as good as PC
Cant see people with a skill where you expect to

Upsides
Full control to be able to build flows
WebRTC is rock solid
All features seem to be available under the CX3 licence
Far more flexibilty
Support is 500% better than on PC
PS was amazing, very knowledgeable
API functions are great to build data actions
Dashboards pretty good...will be excellent soon
Development is weekly
Beta Programs
Great community around the product


------------------------------
Andy Jackson
Ten Lifestyle Management Limited

One challenge I've heard from customers is that Email Handling was more extensive in PureConnect than in Cloud. Ofcourse, Cloud brings a lot more capabilities in other media types. Plus, Cloud is only now introducing the concept of "Generic Work Items" or "Non-Interaction Tasks", which are essentially back-office tasks that agents can do while waiting to speak to a customer.

Either way, I recommend ​looking Eccentex ServiceJourney because it fills in some of those advanced PureConnect/Engage features. We have had a number of customers use it for a more seamless migration.

------------------------------
Maksim Gill
Eccentex (Customer Service Platform)
https://www.eccentex.com/genesys
------------------------------

Barry / Jeff,

GenCloud is better, but still long for the excitement of PureConnect to install / migrate applications, but I agree with points above.

GenCloud performance Views are great.  Need to have good developers program custom attributes to trace the phone call or flow for any troubleshooting.  

Your network needs to be tight for ports and protocols and likewise, WebRTC becomes super reliable.  The only other annoying adaptation is the GUI.  Some parts are lacking multi-choice selection or removal ie:  ROLES / permissions.  Point being is that there is much more clickity click for configurations.   API's become a great tool for some programming.

------------------------------
Mike John
ConvergeOne
------------------------------

Original Message:
Sent: 01-16-2023 15:09
From: Maksim Gill
Subject: Your experience migrating from PureConnect (CIC) to Genesys Cloud

One challenge I've heard from customers is that Email Handling was more extensive in PureConnect than in Cloud. Ofcourse, Cloud brings a lot more capabilities in other media types. Plus, Cloud is only now introducing the concept of "Generic Work Items" or "Non-Interaction Tasks", which are essentially back-office tasks that agents can do while waiting to speak to a customer.

Either way, I recommend ​looking Eccentex ServiceJourney because it fills in some of those advanced PureConnect/Engage features. We have had a number of customers use it for a more seamless migration.

------------------------------
Maksim Gill
Eccentex (Customer Service Platform)
https://www.eccentex.com/genesys
------------------------------

I would agree with Mike

Learn how to use the API and the import sheets, especially on your initial setup.

Some things can be frustrating, you cant filter people by skill...unless you are adding to a queue??

There are ways to do things generally but not in the obvious places.  I do tend to use the API a lot and then use an online json to xls convertor 

You can also build a strong library of performance views and I tend to add wrap codes in as part of my flows, purely for filtering/reporting, also the abilty to add attributes is really handy.

External tags are a really useful feature also

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Original Message:
Sent: 01-17-2023 11:17
From: Mike John
Subject: Your experience migrating from PureConnect (CIC) to Genesys Cloud

Barry / Jeff,

GenCloud is better, but still long for the excitement of PureConnect to install / migrate applications, but I agree with points above.

GenCloud performance Views are great.  Need to have good developers program custom attributes to trace the phone call or flow for any troubleshooting.

Your network needs to be tight for ports and protocols and likewise, WebRTC becomes super reliable.  The only other annoying adaptation is the GUI.  Some parts are lacking multi-choice selection or removal ie:  ROLES / permissions.  Point being is that there is much more clickity click for configurations.   API's become a great tool for some programming.

------------------------------
Mike John
ConvergeOne
------------------------------


Original Message:
Sent: 01-16-2023 15:09
From: Maksim Gill
Subject: Your experience migrating from PureConnect (CIC) to Genesys Cloud

One challenge I've heard from customers is that Email Handling was more extensive in PureConnect than in Cloud. Ofcourse, Cloud brings a lot more capabilities in other media types. Plus, Cloud is only now introducing the concept of "Generic Work Items" or "Non-Interaction Tasks", which are essentially back-office tasks that agents can do while waiting to speak to a customer.

Either way, I recommend ​looking Eccentex ServiceJourney because it fills in some of those advanced PureConnect/Engage features. We have had a number of customers use it for a more seamless migration.

------------------------------
Maksim Gill
Eccentex (Customer Service Platform)
https://www.eccentex.com/genesys

Thanks for all of the input, takes a bit of the sting of losing PureConnect away. Appreciate all of the heads up and info everyone has thrown out there!

------------------------------
Alex
------------------------------

Original Message:
Sent: 01-17-2023 12:25
From: Andy Jackson
Subject: Your experience migrating from PureConnect (CIC) to Genesys Cloud

I would agree with Mike

Learn how to use the API and the import sheets, especially on your initial setup.

Some things can be frustrating, you cant filter people by skill...unless you are adding to a queue??

There are ways to do things generally but not in the obvious places.  I do tend to use the API a lot and then use an online json to xls convertor

You can also build a strong library of performance views and I tend to add wrap codes in as part of my flows, purely for filtering/reporting, also the abilty to add attributes is really handy.

External tags are a really useful feature also

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------


Original Message:
Sent: 01-17-2023 11:17
From: Mike John
Subject: Your experience migrating from PureConnect (CIC) to Genesys Cloud

Barry / Jeff,

GenCloud is better, but still long for the excitement of PureConnect to install / migrate applications, but I agree with points above.

GenCloud performance Views are great.  Need to have good developers program custom attributes to trace the phone call or flow for any troubleshooting.

Your network needs to be tight for ports and protocols and likewise, WebRTC becomes super reliable.  The only other annoying adaptation is the GUI.  Some parts are lacking multi-choice selection or removal ie:  ROLES / permissions.  Point being is that there is much more clickity click for configurations.   API's become a great tool for some programming.

------------------------------
Mike John
ConvergeOne


Original Message:
Sent: 01-16-2023 15:09
From: Maksim Gill
Subject: Your experience migrating from PureConnect (CIC) to Genesys Cloud

One challenge I've heard from customers is that Email Handling was more extensive in PureConnect than in Cloud. Ofcourse, Cloud brings a lot more capabilities in other media types. Plus, Cloud is only now introducing the concept of "Generic Work Items" or "Non-Interaction Tasks", which are essentially back-office tasks that agents can do while waiting to speak to a customer.

Either way, I recommend ​looking Eccentex ServiceJourney because it fills in some of those advanced PureConnect/Engage features. We have had a number of customers use it for a more seamless migration.

------------------------------
Maksim Gill
Eccentex (Customer Service Platform)
https://www.eccentex.com/genesys