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

Webinar: Using Voice of Customer To Drive Effective CX Outcomes
16th September 2020
If you missed our webinar, ‘Using Voice of Customer to drive effective CX outcomes’, you can now watch it back on demand. What was covered? The importance of using VoC…
Find out more
Public Sector Digital Transformation Journey E-guide
15th September 2020
  • Key challenges and benefits of enhancing your customer experience.
  • Key challenges and benefits of simplifying and improving your IT with greater agility.
Find out more
Podcast: Chillibyte adopts Microsoft Teams Direct Routing from Foehn
8th September 2020
Chillibyte added phone system functionality to make and receive calls directly from Microsoft Teams! In…
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guide on how to stay PCI DSS compliant in a remote working setup
  • Scaling PCI DSS compliance for remote working.
  • How to make compliant payments through an Omnichannel contact centre, on a phone keypad, using speech recognition and via an IVR.
  • What benefits come with being PCI compliant?
Find out more
Meet the Foehn Team: Zoie Courtney
2nd September 2020
Describe your job role in 3 sentences. As Porting and Procurement Manager, my job is…
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