On-Prem to Cloud with no fuss and no mess!

We needed to move off our legacy platform Genesys Engage, into a newer cloud based solution. Genesys Cloud CX won out in all our criteria categories. It allowed us to move off-prem and eliminate a large portion of our physical infrastructure. Moving us into a managed AWS cloud solution, that brought all the security and reliability we needed. Also moving away from a product that always required professional services or specialized implementation partners, to simple low code / no code design and configuration reduced our ongoing IT requirements significantly. With Genesys Cloud CX continuous improvement process (think Apple or Microsoft), we're always up to date and there is no down time to upgrade or get new features, you simply choose to turn the features on when it suits your business best with a tick of a box, there is so much out of the box ready to go to fast track you into features like speech and text analytics, workforce management, sentiment analysis. We wish we had switched over sooner

We aren't currently using the knowledge management module of Genesys Cloud CX, but it is on our roadmap for 2024. The main barrier is moving our existing knowledge into Genesys Cloud CX from Salesforce & Google Space, it would be better if we could simply integrate with those spaces so that we could have the best of both worlds and less effort to deploy

We did a staged approach to move our multiple lines of business, with multiple languages and channels. Using a third party implementer (New Era) We launched smaller departments first, learned from the experience, pivoted and then continued with the next, accelerating with each launch as we became familiar with the process and more confident