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

1. Initiation

Project Kick-Off

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

2. Discovery

Project Management

Kick-off call
Review SOW
Explore call flow

3. Design & Documentation

Planning

Document customer dial-plan
Document network design
Project plan

4. Build

Implementation

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

5. Test & Train

SIT
UAT

User Training
Administrator Training

6. Deployment

Delivery

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

Genesys Cloud

Cloud Contact Centre Benefits

Omnichannel Contact Centre

Higher customer satisfaction

Employee enablement & better business outcomes

Integrated analytics for improved KPI reporting

Centralised Administrations & Effortless user experience

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.

The Zoological Society of London (ZSL)

“Foehn’s commitment to the project has been consistently high. Documentation has been professional, technical support has been responsive and the whole team has gone the extra mile to make the system live before our peak time in the summer holidays.”

Daniel Sprawson, Head of Digital Services

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KIWI.COM

“Foehn was the logical choice. We needed a partner that was going to keep up with our growth and the innovative style at Kiwi.”

Thomas Knox, Releases & Innovations Manager

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Ceredigion county council

“With Foehn we know we are equipping our agents with the best tools whilst getting the best return on investment.”

Greg Jones, Ceredigion Customer Services Transformation Project Manager

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FirstCare

“Foehn’s true understanding of business issues and KPIs was immensely valuable in our regular meetings where we discussed design considerations and future roadmap developments.”

John Coyne, Head of IT, Data and Compliance

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Genesys Cloud Implementation Services

Implementing Genesys Cloud

Implementation Methodology

Genesys Cloud

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