Q: What is Premier?

A: Premier is the Genesys legacy platform for contact centers serving a market of 25-250 agents with a highly evolved self-service IVR capability. Launched in 2013, Premier also is made up of the legacy Angel technology from the acquisition that same year.

Q: Why is this Migration taking place?

A: Genesys made a strategic decision to focus our ~$200M of R&D investment in three Customer Experience (CX) platforms: PureEngage, PureConnect and PureCloud. PureEngage is a legacy Genesys platform aimed at contact centers with 1000+ agents; while PureConnect and PureCloud are legacy Interactive Intelligence platforms aimed at contact centers from 100-1000 and 25-250 agents respectively. Combined, these 3 CX platforms span the full contact center market, providing a choice of on premise software or cloud deployments.

Q: What is the End of Life (EOL) date?

A: The very last customer experience interaction on the Premier Platform will be on June 30, 2019. There will be no phone calls through the platform after that date.

Q: How can I see the PureCloud Product in action?

A: We have a few demos available for viewing.

·       For an overview of the PureCloud Solution, please click here: Genesys PureCloud Demo

·       For an overview of the additional feature available in PureCloud, but not currently in Premier (such as Chat and Email, Callback, WFM, Scripting and Scorecards, please click here: PureCloud Feature Highlights!  

·       For an overview of PureCloud's IVR only capabilities, please click here: Architect deep dive

Q: How do I get started on PureCloud?

A: To get started, please sign up for a free trial here: https://www.genesys.com/purecloud/campaign/try-purecloud-for-free

Q: I still have questions on PureCloud - Are there any additional PureCloud Resources available?

A: PureCloud has a host of information available online, as the platform was designed primarily as a self-service platform.

·       For full documentation on PureCloud API's, please find information here: https://developer.mypurecloud.com/

·       Want to bounce some ideas or questions off of PureCloud Engineers, Submit your questions here: 
        https://developer.mypurecloud.com/forum/

·       Curious about available training and our recent releases, Check the Online Hep Center here: 
        https://www.genesys.com/purecloud/technology/platform-for-innovation

Q: Who do I go to for help with my existing account?

A: For billing questions, please email: ​cloud-invoicing@genesys.com​. For technical issues or questions, please open a case from your account using the support portal. Don't have an account? You can set one up here: Genesys Customer Care - Request Account.

Q: I have more questions – where can I go for more info?

A: Please feel free to reach out to the Premier Customer Success team at ​premier.customer.success@genesys.com​ and a Customer Success Manager will respond within 24-48 hours.