From Cisco & Avaya to Genesys Cloud CX

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Client:

Lumen is an American Fortune 500 telecommunications company that offers communications, network services, security, cloud solutions, voice, and managed services.

Background/Challenge:

The telecommunications giant leveraged Miratech’s professional services for assistance in the deployment of the Genesys Cloud CX solution for their 4,000+ concurrent user agents. The client purchased the solution in October 2020 and selected Miratech as their partner to enable the migration of their users from the existing Avaya and Cisco Contact Center platforms to the Genesys Contact Center platform.

Business Goal:

The migration was initiated to allow for user agents to take advantage of many of the Genesys platform features and capabilities such as Workforce Management (WFM), Call and Screen Recording, Inbound and Outbound IVRs, Natural Language and Voice Bots, and a single Automatic Call Distributor (ACD) platform. Miratech’s incremental staff’s task was to enable the client to meet the targeted migration timelines and drive operational value and cost savings.

Scope/Details:

Miratech deployed a project team for analysis, design, provisioning, configuration, consultation, and deployment of Genesys Cloud CX and any associated integrations. This included, but was not limited to, the following functionality:

Migrating the existing Inbound and Outbound Call Flows and routing from Avaya and Cisco platforms to the Genesys Cloud CX platform
Enabling “Say or Press” functionality by deploying Google Dialog Flow, as a first phase moving toward Natural Language
Pivoting the existing APIs/3rd party integrations on Cisco and Avaya platforms to the Genesys platform
Migrating the existing users and queues onto the Genesys platform
Integrations of Salesforce.com Customer Relationship Management (CRM) Collaboration for Genesys Cloud CX

	Client: Lumen is an American Fortune 500 telecommunications company that offers communications, network services, security, cloud solutions, voice, and managed services.
	Background/Challenge: The telecommunications giant leveraged Miratech’s professional services for assistance in the deployment of the Genesys Cloud CX solution for their 4,000+ concurrent user agents. The client purchased the solution in October 2020 and selected Miratech as their partner to enable the migration of their users from the existing Avaya and Cisco Contact Center platforms to the Genesys Contact Center platform.
	Business Goal: The migration was initiated to allow for user agents to take advantage of many of the Genesys platform features and capabilities such as Workforce Management (WFM), Call and Screen Recording, Inbound and Outbound IVRs, Natural Language and Voice Bots, and a single Automatic Call Distributor (ACD) platform. Miratech’s incremental staff’s task was to enable the client to meet the targeted migration timelines and drive operational value and cost savings.
	Scope/Details: Miratech deployed a project team for analysis, design, provisioning, configuration, consultation, and deployment of Genesys Cloud CX and any associated integrations. This included, but was not limited to, the following functionality: Migrating the existing Inbound and Outbound Call Flows and routing from Avaya and Cisco platforms to the Genesys Cloud CX platform Enabling “Say or Press” functionality by deploying Google Dialog Flow, as a first phase moving toward Natural Language Pivoting the existing APIs/3rd party integrations on Cisco and Avaya platforms to the Genesys platform Migrating the existing users and queues onto the Genesys platform Integrations of Salesforce.com Customer Relationship Management (CRM) Collaboration for Genesys Cloud CX