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

11th June 2021
  • CX in retail: Experience is the new branding.
  • Empathy in CX: The importance of the human touch.
  • Migrating platforms: Crossing the bridge to next-gen customer engagement.
  • Future-proofing your CX: Tech that puts your customers first.
  • First contact resolution: A barometer of customer retention.
25th May 2021
  • Top CX priorities and trends for 2021
  • How to effectively connect your customer journeys to enhance your CX.
  • Why 2021 requires a new management of dashboards and metrics.
  • Four major tech shifts shaping the contact centre and CX industry.
19th May 2021
Where is customer experience heading and what will it take to get us there? In…
call-centre-gamification
10th May 2021
Who would have thought, five years ago, that contact centre operators up and down the…
6th May 2021
Kerv Completes Its Fifth, And Largest Deal In 10 Months, Trebling Headcount And Establishing An…

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