Banner Text Image

Preview Guide Section

A Preview of the Guide

PureConnect is a powerful platform that many customers have depended on for a long time, however, all good things come to an end. Genesys has announced that it will be end of life with the following key milestones:

  • End of Sale - January 1, 2024
  • End of Renewal - August 1, 2024
  • End of Support & Maintenance - July 1, 2025

Genesys has also increased PureConnect maintenance by 20%, which provides an added incentive for customers to move sooner than later.

But there is a silver lining. PureConnect can be migrated, typically within a few months, to Genesys Cloud CX. A cloud-based platform that is top rated by Gartner, Genesys Cloud CX offers exceptional new opportunities for improving business and IT outcomes.

This document outlines why you should move to Genesys Cloud CX, the key stages and activities you need to follow for a successful migration and important technical considerations.

For a successful migration and post-migration journey, you should focus on two overarching goals: (1) minimizing the risk of the change and: (2) maximizing the return on investment of the Genesys Cloud CX investment. This may sound obvious, but in our experience, it’s not uncommon for customers to lose sight of the big picture during their journey. There are three major stages that we recommend should be followed, as shown in Figure 2.

figure 2

Figure 2

Outlined next are more details about each stage.

Download From Section

Download the Full Guide

Benefits

Your Goals Are Our Priority

For each project, our team focuses on the customer-facing and internal goals that are important to the business stakeholders, such as driving higher customer satisfaction and NPS scores and agent performance. Then we determine the specific technology solutions that will enable the client to achieve them, including approaches to deliver higher service levels and quality, first contact resolution, lower AHT and customer effort and other key operations metrics. As we are designing the solution, we draw on our deep knowledge of the technology, industry best practices, and building successful rollout schedules and roadmaps.

Seniors with 20+ Years of Experience

Many of our senior team members have been working with contact center technology for over 20 years, which benefits our clients in terms of better solution designs and performance. Also, we have a number of people who have worked in large and complex contact center business operations, thereby enabling them to understand the needs of each business team and deliver the best possible outcomes.

100% Focused on Genesys Cloud CX

The Star Telecom team is 100% focused on providing Genesys Cloud CX solutions, which enables us to concentrate on honing our skills to the highest possible level. We are also a Genesys Certified Gold Partner, which is the highest designation for quality.

Your Goals Are Our Priority

For each project, our team focuses on the customer-facing and internal goals that are important to the business stakeholders, such as driving higher customer satisfaction and NPS scores and agent performance. Then we determine the specific technology solutions that will enable the client to achieve them, including approaches to deliver higher service levels and quality, first contact resolution, lower AHT and customer effort and other key operations metrics. As we are designing the solution, we draw on our deep knowledge of the technology, industry best practices, and building successful rollout schedules and roadmaps.

Seniors with 20+ Years of Experience

Many of our senior team members have been working with contact center technology for over 20 years, which benefits our clients in terms of better solution designs and performance. Also, we have a number of people who have worked in large and complex contact center business operations, thereby enabling them to understand the needs of each business team and deliver the best possible outcomes.

100% Focused on Genesys Cloud CX

The Star Telecom team is 100% focused on providing Genesys Cloud CX solutions, which enables us to concentrate on honing our skills to the highest possible level. We are also a Genesys Certified Gold Partner, which is the highest designation for quality.

Bottom Form

Contact
Let’s find out more about your business needs, and our experts will build you a solution.

Savings Calculator

Please fill your information in fields below

* This field is mandatory
* This field is mandatory
* This field is mandatory
* This field is mandatory

Yes I would like to receive email from Star Telecom about the latest in technology news, white papers, webcasts, events and more. Please check to subscribe. You may opt out at any time

PRIVACY STATEMENT: Please note we will never sell, rent or loan your email address to any outside company or organization.