DELTA Fiber takes a major step forward with the migration to Genesys Cloud

Some time ago, we announced that DELTA Fiber would begin the migration from PureConnect to Genesys Cloud. Today, our expert Rik Koldewe takes you through the next steps in this journey.

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PureConnect vs. Genesys Cloud
Previously, DELTA Fiber used PureConnect to handle customer interactions. These conversations were processed through a local PureConnect environment and managed by agents within this system. A major shift occurred when DELTA Fiber decided to move to Genesys Cloud. The key difference? Genesys Cloud is fully cloud-based, making local servers unnecessary. The PureConnect application is replaced by a web-based Genesys Cloud environment, allowing users to log in from anywhere with an internet connection and handle interactions seamlessly.

Step 1: Telephony
An important first step in the migration process was moving telephony to the cloud. DELTA Fiber previously managed its entire telephony infrastructure on-premises within PureConnect. A few weeks ago, we successfully migrated this to Genesys Cloud. With the transition to the cloud, the need to manage local servers was eliminated. The migration from on-premises to cloud was carried out by Cloudoe outside regular business hours to minimize disruption for both DELTA Fiber and their customers.‍

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Step 2: Email to our own interface AMI
Another key step was migrating DELTA Fiber’s existing email platform to Genesys Cloud, combined with our own email interface, AMI. DELTA Fiber used an external email client but wanted to move to an all-in-one environment. This enables integrated reporting for both email and telephony. With AMI, DELTA Fiber now has access to a modern and user-friendly interface that improves the efficiency of handling emails. This step has also been successfully completed.

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The migration to Genesys Cloud has enabled DELTA Fiber to transform and optimize its customer service operations. By moving to a cloud-based solution, they have improved operational efficiency while enhancing usability for both employees and customers. We look forward to the next steps in this journey and are proud of our collaboration with DELTA Fiber.

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