Delta Fiber smoothly transitions from PureConnect to Genesys Cloud with the assistance of Cloudoe.

Expert Insights: Rik Koldewe on Transitioning from PureConnect to Genesys Cloud

It's always inspiring to witness how companies adapt to the fast-evolving landscape of technology. Today, we're privileged to hear from Cloudoe's specialist, Rik Koldewe, who guides us through the migration process from PureConnect to Genesys Cloud—a transformative journey shaping the future of customer interactions.

PureConnect vs. Genesys Cloud
Rik highlights that PureConnect currently manages customer conversations within a local environment, handled by agents using this system. The impending shift is monumental as Genesys has slated the end of support for PureConnect by 2025, replacing it with Genesys Cloud—an updated, entirely cloud-based system. This means no more reliance on local servers; instead, Genesys Cloud operates via a web-based platform accessible from anywhere with internet connectivity, enabling seamless call handling.

Our Approach
Rik outlines Cloudoe's approach to migrating to Genesys Cloud, starting with a complimentary "QuickScan." This involves analyzing the existing PureConnect setup and conducting interviews with key stakeholders from IT departments and contact centers. "Based on this analysis," Rik explains, "we craft a comprehensive solution design for Genesys Cloud, incorporating all desired integrations."

He underscores the technical discussions and workshops pivotal to optimizing call flows, where Cloudoe's expertise guides the process. "Following the technical design," Rik adds, "we proceed with implementation, integrating existing systems like CRM and speech recognition. A User Acceptance Test, conducted in collaboration with contact center staff, ensures smooth operation and allows for adjustments."

Training and Deployment
Post successful testing, training commences for Genesys Cloud. "Cloudoe provides the necessary resources to develop e-learning programs for employees," Rik notes. "Deployment starts with a pilot phase in a segment of the contact center to ensure security. Upon successful pilot outcomes, we expand to full contact center deployment with Genesys Cloud."

Transitioning with DELTA Fiber
Our client, DELTA Fiber, recently embarked on their Genesys Cloud migration journey and echoes positive sentiments about our collaboration. "We're extremely satisfied with Cloudoe," shares Rémi Beijert, senior project manager at DELTA Fiber. "They've been a perfect match for our needs, offering expert guidance throughout the migration process and alleviating many concerns. Rik and Corné's expertise has greatly contributed to our project's success. We're excited about our partnership with Cloudoe and look forward to future collaborations."

Acknowledgments
Special thanks to Rik Koldewe, Rémi Beijert, and DELTA Fiber for sharing this compelling narrative on the transformative power of technological innovation in customer service. Curious about what this could mean for your business? Contact us today to learn more.

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