Migrating from Avaya to Genesys Cloud

Genesys Cloud is a resilient, cloud-native architecture and an API-first approach for seamless integrations. Which is why many users are migrating from Avaya to Genesys Cloud.

First off, businesses can see a drop in day-to-day costs, but more importantly agents can also get more work done. 

The system also gives them the freedom to come up with new ideas. 

In this way, migrating from Avaya to Genesys helps them keep up with what customers expect by using a long-lasting solution.

When to Consider Avaya to Genesys Migration

Avaya and Genesys Cloud are both main systems for big contact centers. However, they are very different in their structure, ideas, and the way they work day-to-day.

When companies make the switch to Genesys Cloud, they are making a strategic choice. They want to move on from the limits of older systems like Avaya.

With this, they can then start using a more flexible, cost-effective, and long-lasting model for customer and employee experiences.

• Avaya is mostly based on older, on-premise hardware. Because of this, it has very adjustable features that were built up over many years for complex business needs. However, this often leads to a fixed system that is hard to change. For example, it can be expensive to set up and difficult to look after.
  
• Genesys Cloud is a cloud-native Contact Center as a Service (CCaaS) platform. It is put together with a modern microservices structure. Genesys is designed to be easy to use and to scale up or down. It also gets new updates all the time. This CCaaS gives businesses an all-in-one tool for managing AI-powered experiences. 

Key Benefits of Migrating from Avaya to Genesys

Migrating from the outdated Avaya platform to Genesys Cloud comes with several major advantages. These points help build up a strong business case for Avaya to Genesys Migration.

1. Huge Cost Savings and TCO Advantage

Genesys Cloud completely changes the financial picture. It shifts spending from large, upfront Capital Expenditures (CapEx).

Instead, spending becomes a predictable, per-user Operational Expenditure (OpEx).

This gets rid of costs for on-premise servers, data center space, and hardware upkeep. Businesses often report a 30-40% drop in Total Cost of Ownership (TCO) where they usually make back their full investment within just a few months.

2. More Agent Productivity and Better Customer Numbers

The platform gives agents a single desktop. This desktop puts all channels and data together.

This typically leads to a 25-35% boost in agent productivity.

This efficiency, in turn, leads to better results for customers. For instance, there is a 15-20% drop in Average Handle Time (AHT). There is also a big 23-50% jump in First Contact Resolution (FCR).

3. Ongoing Innovation and Future-Proofing

As a true CCaaS solution, Genesys Cloud is always rolling out new ideas. New features, especially in AI and automation, are sent out regularly. This happens without needing big, costly upgrade projects. 

This makes the technology investment associated with migrating from Avaya to Genesys Cloud safe for the future. It gives constant access to the newest tools to stay ahead of what customers expect.

4. Reliable for Growing Businsses

Built on Amazon Web Services (AWS), Genesys Cloud can easily scale up or down to handle changing demand. It also has a financially backed 99.99% uptime SLA. 

This takes the heavy work of keeping the system running away from the internal IT team. That work is shifted to the vendor. Migrating from Avaya to Genesys Cloud looks after business continuity and system strength.

5. AI and Automation Tools

Genesys Cloud gives users a wide range of AI-driven features. These are things like intelligent chatbots, voicebots, and predictive engagement. 

These tools can take care of simple interactions automatically. They also give agents real-time help. Plus, they help manage smooth customer journeys across all contact points. These tools are often hard to get or not available in older Avaya setups, making migrating from Avaya to Genesys Cloud a smart choice.

A Step-by-Step Guide for an Avaya to Genesys Migration

Without a clear, structured plan, the Avaya to Genesys migration, can turn into a high-risk project.

However, by breaking the process down into separate, manageable stages, a business can get through this change with confidence.

1. Setting Up Benchmarks for Avaya to Genesys Migration and Understanding Thier Features 

To start off, a successful Avaya to Genesys migration is built on knowing ALL about how your current processes are systems are. It also calls for a clear vision for the future. 

This first stage is more than just a technical check-up. Instead, it is a strategic task to pin down what success in your Avaya to Genesys migration will look like. 

Steps to take care of this:

• Set up workshops with everyone involved. This includes people from IT, operations, business leaders, and agents on the front line. The goal is to agree on top-priority goals and key performance indicators (KPIs).
  
• Carry out a deep check of the existing Avaya system. This means writing down all call flows, IVR applications, and connections to systems like a CRM. It also includes custom reports and hardware parts.
  
• Look for chances to modernize. Pinpoint old processes that do not work well. These can be reworked using Genesys Cloud's tools. For example, you can swap out complex IVR trees with AI-powered chatbots.

2. Designing the New Setup and Planning the Avaya to Genesys Migration

Once you have a clear vision, the next step is to turn that vision into a solid technical and operational plan. This stage is about designing the new system. 

You also create a detailed roadmap for the Avaya to Genesys Migration. This makes sure all connected parts and risks are thought about before the technical work gets started.

Steps to make this simpler:

• Map out the future-state Genesys Cloud solution. This includes designing voice connections like Bring Your Own Carrier (BYOC). You also need to plan out all required system links and set up the security framework.
  
• Put together a detailed project plan that happens in stages. The plan must lay out clear milestones, timelines, and who does what. It should also have risk management plans and a full communication plan to keep everyone up to date.
  
• Set up a strong governance structure. Spell out clear project roles, duties, and a decision-making process. This helps head off delays and maintains accountability during the whole project.
  
• This careful planning makes sure the new structure is built to grow. It also helps the Avaya to Genesys migration, go forward in an orderly, predictable way.

3. Copying Services and Migrating to Genesys in Phases

The technical part of the Avaya to Genesys migration, should never be a single big event. 

The main idea is to deal with risk by moving in small, controlled stages. This means first building a basic version of functions in the new system. 

Then, you migrate users from Avaya to Genesys in waves. This lets you test, check, and fine-tune the solution before everyone is moved over.

Steps to stay protected:

• Copy the main services in Genesys Cloud. This means setting up basic functions like queues, routing plans, and call flows. They should work just like the existing Avaya setup. This creates a baseline to test against.
  
• Carry out Avaya to Genesys Migration over a small pilot group. A controlled group of users is moved to the new platform. This acts as a real-world test. This stage is very important for finding and fixing unexpected problems in a low-impact setting.
  
• Carry out a phased rollout. After the pilot works out, move the rest of the users over in manageable waves. You can do this department by department or team by team. This method cuts down on disruption to business operations.

4. Carrying Out Strict Testing and Validation

One of the main worries during any migration is making sure the new system works as expected. It also has to meet all business needs.

A specific stage for User Acceptance Testing (UAT) and Quality Assurance (QA) is something you cannot skip. This is the final checkpoint in Avaya to Genesys migration, before the new system is fully turned on and the old one is shut down.

Steps to deal with these challenges:

• Carry out a full feature comparison check. Test every important function to be certain it works as it should in the new Genesys Cloud environment.
  
• Run performance tests under heavy load. Simulate busy conditions to make sure the system is stable and quick during peak times. This confirms it can live up to the 99.99% uptime SLA.
  
• Validate all integrations and data flows. Make sure that data is passing correctly between Genesys Cloud and other business systems, like Salesforce or internal databases.

5. Driving Use and Ongoing Improvement

Avaya to Genesys migration does not end when the last user is switched over. The final success of the change depends on how well users take to the new platform. It also depends on how the business makes use of its advanced features.

This last stage is a continuous process aimed at getting the most out of the investment.

Steps to get users involved:

• Put in place a complete change management and training program. Hand out role-specific training for agents, supervisors, and administrators. This is to be sure they are comfortable and good at using the new tools.
  
• Push for the use of new features. Proactively get people to use advanced tools. These include AI-powered agent help, performance analytics, and omnichannel routing to find new efficiencies.
  
• Carry out regular value check-ins. Constantly look at performance compared to the original business case and KPIs. Use analytics to spot slowdowns and find chances for improvement.

Automating Avaya With AI Voice, Chat and Email Agents With Thunai AI

Not yet ready to make the switch as drastic as Avaya to Genesys migration?

Why not just automte your full AI call center using Thunai that can operate alongside your existing Avaya system.

With Thunai you can get AI powered insights on escalations, customer sentiment and even automate the way ticktets are raised online. Sometimes migrating from an industry standard can be EXPENSIVE and time consuming - which is where Thunai AI agents come in.

We built Thunai from the ground up to attend calls using AI voice agents that communicate in over 150 languages taking your customer support across borders.

Did we mention Thunai won product of the day on product Hunt and already has 1700+ users?

Why not try advancing you existing platform with AI. Book a Demo to know more!

Common Problems and Proven Solutions With Avaya to Genesys Migration

During Avaya to Genesys migration, teams often have to deal with feature gaps that mess up daily workflows.

They also run into complex data model changes that break important reports, and the human side of resisting change. Here is how you can work through these common problems effectively.

1. Dealing with Important Parity Gaps

When a business migrates to Genesys Cloud from Avaya, users quickly find out that not every special feature from their old Avaya system has a direct match. 

For instance, a feature called Avaya's Bridged Appearances is often brought up. Executive assistants use it a lot to watch and pick up calls for their managers. 

This function does not come with Genesys Cloud out of the box. Setting it up requires a complex workaround. This can lead to a lot of user frustration. 

Solution:

• Carry out a detailed feature comparison during the design stage. This helps you find all the important, must-have functions during your Avaya to Genesys migration.
  
• For any gaps you find, you can either rework the business process to match modern ways of working, or you can set aside a budget for custom development using Genesys Cloud's APIs to build a good workaround.
  
• Manage what users expect with clear communication. Explain that the aim is to make processes better, not just to copy old features.
  

2. Getting Through the Reporting and Data Model Shift

Maybe the biggest challenge is the switch from Avaya's fixed reporting (like CMS) to Genesys Cloud's flexible, event-based data model. 

In Genesys, data is stored in little pieces. This means a simple number like Average Handle Time (AHT) is not a standard field. Instead, it must be calculated by putting together separate talk, hold, and wrap-up times. 

This fundamental difference can leave BI and WFM teams struggling for months. They have to rebuild reports and make sure old data still makes sense. This can lead to a loss of insight into key performance numbers.

Solution:

• Bring in dedicated Business Intelligence (BI) and Workforce Management (WFM) people on the project from day one of your Avaya to Genesys migration.
  
• Plan for a reporting rebuild that will take several months. This is not a small job and calls for a lot of time and skill.
  
• Bring on professional services or a migration partner with deep data skills. They can help with Avaya to Genesys migration and build new reports and dashboards in the Genesys Cloud system.
  

3. Getting Past User Resistance and the IT Skills Gap

Avaya to Genesys Migration is just as much a human challen as it is a technical one. IT staff who are used to looking after on-premise hardware must switch over to mastering software, APIs, and cloud setups. 

At the same time, agents and supervisors may not want to change the tools and workflows they have used for years. This can lead to low usage, a drop in productivity, and bad morale. The feeling of losing control over a system that is updated by the vendor can also cause difficulty for administrators.

Solution:

• Set up a complete change management program. It should have clear communication about the benefits for every type of user.
  
• Invest in role-specific training and certification for the IT team early on. This helps build up the needed cloud and API skills inside the company.
  
• Bring in users from all levels to the design and testing stages. This gives them a sense of ownership. It also makes sure the new system meets their day-to-day needs.

Team Up with Avaya to Genesys Migration Experts From Entrans

Your outdated Avaya system may not be able to keep up with the demands of modern customer experience. Moving to Genesys Cloud opens up great flexibility, big cost savings, and an easy-to-use, AI-powered platform.

At Entrans, we take care of everything. We handle redoing complex reporting and analytics. We also redesign call flows to improve workflow efficiency.

Looking for expert help with your Avaya to Genesys migration? 

Our team is ready to draw up a clear roadmap and help you migrate issue free.

Reach out today for a free consulation!

Avaya to Genesys Migration FAQs

Is an Avaya to Genesys migration expensive?

The first part of the project calls for a large investment in planning, professional services, and internal staff time. However, it usually leads to a 30-40% drop in Total Cost of Ownership (TCO). This happens by getting rid of hardware and high upkeep fees. Most companies get their investment back in just a few months.

Is Genesys a phone system?

While Genesys Cloud has phone and voice features, it is not just a phone system. It is a complete, all-in-one Contact Center as a Service (CCaaS) platform. It takes care of all customer interactions. For example, this includes voice, email, chat, social media, and other digital channels in one single system.

How do you hook up to Genesys Cloud?

Users and agents mainly get on the Genesys Cloud platform through a web browser or a special desktop app. Voice connection is very flexible. It often uses a Bring Your Own Carrier (BYOC) model. This connects your current telecom company to the cloud using SIP trunking.

Is migrating from Avaya to Genesys a smart idea?

Yes, for most businesses, moving from Avaya to Genesys is seen as a smart, strategic choice. It lets companies get away from old, expensive on-premise hardware. They can move to a modern, flexible, and innovative cloud platform.

Is Genesys built on AWS?

Yes, Genesys Cloud is built from the ground up on a modern microservices structure hosted on Amazon Web Services (AWS). This foundation gives the platform great scalability, worldwide reach, and a high level of reliability.

Is Genesys Cloud a CRM tool?

No, Genesys Cloud is not a CRM tool itself. Rather, it is a customer experience management platform. It is designed to link up smoothly with top CRM systems like Salesforce, Microsoft Dynamics, and others.

Is Genesys a dialer?

Genesys Cloud does include strong outbound dialer tools for proactive outreach campaigns. However, just calling it a dialer would not be accurate. The dialer is only one part of its complete set of contact center tools.

What type of platform is Genesys?

Genesys is a cloud-native Contact Center as a Service (CCaaS) platform. To be more specific, it is presented as an AI-powered Experience Orchestration platform.

Is Genesys a VoIP?

Yes, Genesys Cloud uses Voice over Internet Protocol (VoIP). This is the base technology it uses to handle all of its voice calls. This lets voice calls be sent over the internet instead of on old phone lines. As a result, this gives more flexibility and better connection with other systems.