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Our Experience with

Genesys Implementations

EXECUTIVE SUMMARY

Phase Zero Partners has managed multiple Genesys implementation projects since 2021. These implementations include an on-premise implementation for a WA-based credit union, an implementation of Genesys Cloud for a CA-based credit union, and a migration from the soon-to-be end-of-life on-premise platform to Genesys Cloud. Implementing Genesys in a credit union environment requires strategic planning and coordination across multiple teams and vendors. With the support of Phase Zero’s project management expertise, we streamline the implementation process, align key stakeholders, and enhance the employee and member experience. This document outlines the critical areas of focus, expected benefits, and lessons learned from previous implementations.

OBJECTIVES

The primary objectives of this implementation are:

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  • To deliver a seamless Genesys implementation that improves member interactions and operational efficiency.

  • To manage and coordinate timelines, resources, and vendors effectively, ensuring the project’s success.

  • To provide training and user acceptance testing (UAT) that prepares the team for a smooth transition on Go-Live Day.

KEY FOCUS AREAS

Initial System Design

  • Overview: Building the IVR (Interactive Voice Response) system and phone options tree requires input from multiple organizational teams.

  • Approach: Engage all potential stakeholders early in the design process to avoid costly changes later. Each design element will be reviewed and approved by key team members before the system build begins.

  • Expected Outcome: A well-designed, stakeholder-approved IVR system that reduces the risk of last-minute adjustments.

UAT Planning and Execution

  • Overview: A strong UAT plan with dedicated testers is essential for identifying and resolving system issues before launch. A successful Genesys UAT encompasses a cross section of all users, from logged in queues to basic telephony.

  • Approach: Establish a UAT team with representatives from all user groups to prioritize testing alongside regular duties. Begin assignments and role definitions early to ensure full engagement.

  • Expected Outcome: Effective UAT execution that enhances system stability and readiness.

Training

  • Overview: Adequate training is crucial for ensuring that team members are confident and prepared to use Genesys from Day One.

  • Approach: Engage trainers and subject matter experts in project planning. Schedule training close enough to Go Live to ensure retention without risking early skill loss.

  • Expected Outcome: A well-prepared user base with a high level of comfort and competency in using Genesys.

Go-Live Planning and Communication

  • Overview: A detailed Go-Live plan ensures a smooth transition to Genesys, minimizing disruptions.

  • Approach: Develop a timeline starting 8-12 weeks before Go Live, breaking down activities into daily and hourly resolutions as Go Live approaches. Communicate progress weekly up to Go Live and daily afterward as needed.

  • Expected Outcome: A well-organized Go-Live event, with continuous updates to keep all team members informed and aligned.

EXPECTED BENEFITS

Implementing these strategies and managing the process through Phase Zero’s expertise will yield the following benefits:

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  • Reduced risk of costly design errors through early stakeholder engagement.

  • Increased system reliability and readiness through a robust UAT program.

  • Higher user confidence and system utilization from effective, well-timed training.

  • Minimized operational disruptions and enhanced user experience due to a structured Go-Live and communication plan.

LESSONS LEARNED

Through previous implementations, several critical lessons have been incorporated into our approach:

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  • Stakeholder Engagement: Ensure all possible stakeholders are involved in the initial design phase to prevent last-minute changes.

  • UAT Team Composition: Build a diverse UAT team capable of dedicating the necessary time for thorough testing.

  • Communication: Continuous communication with stakeholders and end-users is essential for success, particularly as Go Live approaches.

CONCLUSION

With an organized approach to system design, UAT, training, and Go-Live, Phase Zero is positioned to deliver a successful Genesys implementation that aligns with the credit union’s strategic goals. By leveraging lessons learned and emphasizing communication, we can ensure a high-quality user experience and optimized member interactions.

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Genesys Implementation?

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