Service two of three

Migration

Genesys Engage, PureConnect, Avaya and Cisco estates moved onto Genesys Cloud or Dynamics 365 Contact Center. Sequenced queue by queue, with a defined cutover window and hypercare after it.

Three destinations

The right answer depends on where your CRM, identity and licensing already sit, not on which platform we would rather deliver. We assess all three and put a sequence and a number against each.

Route A

Genesys Engage to Genesys Cloud

For estates whose routing logic is the asset. We rebuild flows, queues and skills natively rather than lifting the old design across, keep reporting continuity through cutover, and retire Engage in planned waves.

Route B

Genesys Cloud to Dynamics 365

For organisations consolidating onto Microsoft. Voice, digital and case handling move into Dynamics 365 Contact Center alongside the records your agents already create, with licensing rationalised in the same pass.

Route C

Genesys Engage to Dynamics 365

The direct route for a Microsoft first estate. One programme instead of two, with Copilot, Power Platform and Entra ID doing work you would otherwise buy twice.

Sequenced cutover

Waves with a test plan against real call paths, a defined window and a rollback position.

Reporting continuity

Historical measures mapped to their new equivalents, so the numbers match or the difference is explained.

Hypercare, then an end date

A defined support period after go live and documentation for whoever inherits the platform.