Implementing Genesys Cloud

Deploying Genesys Cloud provides the perfect opportunity to review and rethink your service strategy. Foehn’s experienced Genesys Cloud team will help match your service aspirations to capabilities to bring that strategy into reality.

Irrespective of size or location, our proven methodology will bring Genesys Cloud into operation in a timely, and professional way.

On completion, our service delivery team picks up where our project teams finish, ensuring a seamless transition, from deployment to live operation.

Making us Genesys EMEA Cloud Partner of the year for the last two years.

How we do it

From the start of the project to successful contact centre deployment, we provide:

  • In-depth discovery workshops and solution mapping

  • Structured, milestone-focused implementation delivered by experienced project managers

  • Development and integrations

  • Comprehensive training and user acceptance testing

  • Continuous improvement through life-cycle process

  • Multi-phased project roll out to align with your customer success strategy

Implementation Methodology

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1. Initiation

Project Kick-Off

We produce a Statement of Works (“SOW”)
VoIP readiness assessment
Client order approval

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2. Discovery

Project Management

Kick-off call
Review SOW
Explore call flow

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3. Design & Documentation

Planning

Document customer dial-plan
Document network design
Project plan

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4. Build

Implementation

Configure the customer dial plan
Submit number ports
Provision new services
Optional customisation or integrations

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5. Test & Train

SIT
UAT

User Training
Administrator Training

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6. Deployment

Delivery

Go-live plan
Go-live event(s)
Project Acceptance
Post Implementation review
Handover to support

Genesys Cloud

Cloud Contact Centre Benefits

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Omnichannel Contact Centre

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Higher customer satisfaction

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Employee enablement & better business outcomes

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Integrated analytics for improved KPI reporting

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Centralised Administrations & Effortless user experience

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Improved supervisor & agent productivity

PCI-DSS Compliance

The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that ALL companies that accept, process, store or transmit credit card information maintain a secure environment.

Failing to process or store your customer’s card data in a compliant way exposes you to the risk of fines, reputational damage or the withdrawal of your right to process payments.

Foehn’s modern telephony infrastructure can help you ensure compliance.

News, Videos & White Papers

18th June 2020
If you missed our PCI webinar in conjunction with Speik, you now have the chance to watch it on demand. What was covered? How organisations approached PCI pre-lockdown. The increase…
4th June 2020
At the start of the year digital transformation programmes tended to be geared around 12- to 24-month horizons. Meeting targets often meant uniting different departments and personalities. Fast forward to…
2nd June 2020
  • How customer service operations and strategies have been impacted by coronavirus.
  • What have we learned about dealing with anxious customers?
  • How to ensure your remote working runs smoothly.
  • What have we learned about keeping your remote teams engaged?
  • What infrastructure needs to be in place to support your remote working service teams?
29th May 2020
Unless you have been living in a cave or rowing across an ocean for the…
26th May 2020
  • Cloud Contact Centre – what is it and who’s using it?
  • Explore the drivers and inhibitors of cloud contact centre.
  • Questions from the end-user community answered.

We’re here to help

 

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