We are planning to migrate our contact center from a Genesys on-premise to the cloud. The scope includes 200 agents handling approximately 400,000 calls, 90,000 emails, and 18,000 text messages annually. The migration will occur in two phases: Phase 1: Focus on telephony/voicebot Phase 2: Integration of additional channels (chatbot/textchat, e-mail, social media) and optimization of routing flows operating in a regulated environment within the Eurozone, we face particularly complex compliance and regulatory requirements, as well as coordination with the works council. Do you have insights on run costs for a contact center of this size, typical ranges for the initial migration costs from on-prem to cloud and/or what timelines we should expect for Phase 1 and Phase 2?
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We are about 1/4th our size and don't have significant regulation to deal with. But we did a similar type of implementation, and it took us 4 months with one central location and remote employees. Our biggest challenge, however, wasn't the project itself but our lack of understanding of how different the technology really works when moving from on-prem to cloud based softphones. We initially had call latency of 1000 to 2000 milliseconds (yes 1 to 2 seconds) on soft phones, which made calls with our customers very difficult compared to <100ms latency for remote (same us state) ip phones on our old system. We spent a lot of time after we went live diagnosing our network, VDI clients, and virtual machines to get to under 400ms which is acceptable. I would strongly recommend that during your UAT testing you not only test routing and functionality but create realistic hardware configuration scenarios and make sure that a long conversation is comfortable between two parties
Phased approach is good. I do not know how your Agent queues / skill sets are configured currently, but if any agent can answer any media then migrating telephony/voice bot in Phase 1 means that there will be 2 teams: new CC team answering telephony and old CC team answering chat bot/text chat, e-mail, social media. If current Agent queues / skill sets are configured with any agent can answer any media, then I recommend under staffing new CC team and overflow to old CC team when wait time exceeds a threshold.