Looking to accelerate contact center migration? Listen on!

Modernizing a contact center is a complex process, especially in health care where every call must be routed correctly. One major health care organization transitioned from a legacy Avaya system to Genesys Cloud CX, facing challenges due to customized routing logic and a lack of clarity on critical processes. To mitigate risks and reduce migration time, they employed an automated discovery system that provided clear visual call flows and usage analytics. This allowed them to streamline operations by removing redundant logic and efficiently redesigning their platform architecture. Ultimately, the migration was completed in just eight weeks instead of the projected 28 weeks, significantly improving operational efficiency while ensuring patient services remained uninterrupted.