What to Expect When Migrating to Genesys Cloud

Transitioning to a new communication platform is rarely simple or easy. Whether you're planning a migration to Genesys Cloud from PureConnect or a different platform entirely, you're not just switching technologies, you're embarking on a transformation that will touch every corner of your customer experience operation. There is no magic button to press. Our recommendation is to treat it just like implementing any new platform.

1.) Start with a Fresh Perspective

      First, resist the urge to simply replicate what you have today. This is your opportunity to step back and ask fundamental questions: does it make sense? Does it meet the needs of your customers and employees? Are there better ways to do things? Is there new technology or processes that you can take advantage of? Might it be time for a call flow refresh?

The best migrations we've seen started with this discovery phase. Take the time to examine your operation with fresh eyes before you start rebuilding.

2.) Embrace the Learning Curve

      Here's an uncomfortable truth: Genesys Cloud will work differently than your current platform. And that's actually a good thing.

Don't try to force Cloud to behave exactly like PureConnect or whatever system you're leaving behind. It can't, and it shouldn't. The platform has different strengths, different paradigms, But it is also important to accept that there will be cases where you just don’t like the way Genesys Cloud does something… or can’t do something you do today in exactly the same way. Your team will need time to adjust their mental models and workflows.

The sooner you accept this reality, the faster you'll move through the frustration phase and into the productivity phase.

3.) This Isn't Just an IT Project

      This is really an example of the previous point. One of the biggest mistakes we see is treating this as a technical migration when it's fundamentally a business transformation.

Yes, your IT team needs to handle the technical architecture. But your business units need to drive the requirements. Your trainers need to prepare your agents. Your quality team needs to understand new monitoring capabilities. Your workforce management team needs to learn new forecasting tools.

This is an all-hands effort, and the earlier you bring everyone to the table, the smoother your transition will be.

4.) Documentation Is Your Best Friend (and Worst Enemy)

      One of the most challenging aspects of migrating from one platform to another is understanding what is being done today. The individuals that created call flows, integrations, etc. may no longer be with the organization and may not have left good documentation for what was built, why, and how it works.

Before you migrate, document everything. I mean everything. Call flows, integrations, custom configurations, API connections, reporting requirements, all of it. The more detailed your documentation, the fewer surprises you'll encounter mid-migration and the easier it will be to troubleshoot when issues arise late down the road.

Then, as you build in Genesys Cloud, document it again. Your future self will thank you.

5.) Own Your Organization's Unique Complexity

      Become your own best friend by investing the time to learn Genesys Cloud inside and out. The more familiar you are with how to configure and maintain your organization, the more you will be able to accomplish on your own and the more help you will be in troubleshooting when a problem arises.

The smoother your current operation runs, the more likely you've built invisible complexity. The more custom your configuration, the more work you'll have ahead. Be honest about where you are, and invest the time to truly understand your current state before you try to replicate or improve it in Cloud.

When problems arise during testing or after go-live, the team that knows their organization inside and out will troubleshoot exponentially faster than one that's still learning.

6.) Test Everything. Then Test It Again

      Your pre-go-live testing phase will make or break your migration.

Test from the customer perspective: Can they reach you? Is the experience smooth?

Test from the agent perspective: Can they handle interactions efficiently? Are the tools intuitive?

Test your edge cases: What happens when things go wrong?

Test your integrations: Does data flow correctly between systems?

Test your reporting: Can you actually measure what matters?

Go through your business units one by one. Have representatives from each team put the system through its paces using real-world scenarios. Gather feedback, iterate, and test again.

The hour you spend testing will save you days of crisis management later.

7.) Set Realistic Expectations

      Finally, let's talk about timelines and expectations.

This will take longer than you think. It will be more complex than you anticipated. There will be unexpected challenges. And that's okay, that's normal.

I've never seen a migration where everything went exactly according to plan. Build buffer into your timeline. Communicate realistic expectations to your stakeholders. Celebrate small wins along the way.

And remember: the goal isn't perfection on day one. The goal is a stable foundation that you can continuously improve upon.

The Bottom Line:

      Migrating to Genesys Cloud is a significant undertaking, but it's also an incredible opportunity to modernize your customer experience operation, eliminate technical debt, and position your organization for future growth.

Approach it with realistic expectations, invest in proper planning and documentation, engage your entire organization, and commit to thorough testing. The organizations that do this well don't just survive the migration. They emerge stronger, more efficient, and better equipped to serve their customers.