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Migrating contact centers to CCaaS is a highly emphasized step for organizations to transform CX delivery, which enhances engagement and customer retention with each interaction by embracing the latest advancements in CX optimization.
CX migrations always begin with the identification of the ideal vendor that can provide solutions catering best to the business requirements and guide the organization toward achieving their CX goals. When considering potential vendors, Genesys is certainly a name that cannot be overlooked.
Genesys is a leading global vendor of CCaaS solutions, offering a platform that encompasses a wide variety of features and benefits for businesses.
However, when organizations plan to migrate their contact centers to the Genesys cloud, the teams spearheading the project may wonder how to make this transition as smooth and efficient as possible.
In order to overcome the common challenges encountered when migrating to CCaaS, organizations need to plan in advance and gather all the information required to ensure complete visibility into the current/legacy CX environment.
Addressing the following questions before, during, and after the Genesys cloud migration can help organizations plan out the next few steps:
Take the first step on your journey toward CX excellence, built upon a sound CX strategy formulated with reliable insights uncovered through automatic discovery and accurate CX forensics.
The proven first step in migrating to the Genesys cloud is to gain complete visibility and a clear understanding of the current contact center environment. Automated discovery and CX forensics combine to provide the vital insights that organizations need to optimize their contact center operations and assume a better-aligned strategic posture for improved CX delivery.
Activities involved in this phase include identifying and mapping out all the processes, workflows, integrations, data sources, applications, users, roles, permissions, and other components that are part of the current contact center operations.
When done manually, the discovery of configurations can be a tedious and time-consuming task that burdens organizations with a heavy cost in terms of time, money, and resource allocation. Moreover, relying on outdated or incomplete documentation can lead to errors and inconsistencies.
Automated discovery is the recommended option to initiate migration, as it can scan the existing contact center environment and generate a comprehensive inventory of all the relevant components and dependencies for your migration, allowing organizations to make informed decisions and set goals and objectives for the migration process.
Clarity automated discovery service by Blackchair scans your CX environment automatically to identify misaligned and junk configurations. It also assists organizations in eliminating the redundancy built into any legacy contact system to streamline the contact center for CX migration. Using Clarity will allow you to lay out a clear road map for CCaaS migration based on the requirements and nature of your contact center operation.
Yes, Symphony and Clarity solutions by Blackchair can integrate with any contact center environment based on Genesys, Five9, and other well-known platforms offered by leading vendors.
Yes, as with all Blackchair solutions, Clarity provides results and insights that are customized and personalized based on the operations within your CX environment to ensure that ideal strategic measures can be identified to drive maximum results from your Genesys cloud migration.
Clarity by Blackchair allows businesses to achieve CX excellence with powerful automated solutions that optimizes visibility and accelerates discovery to maximize speed, readiness, and productivity in contact center migrations backed by sound strategies to maintain peak performance at all times.
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