CX Cloud migrations

CX Cloud from Genesys and Salesforce brings Genesys conversations and Salesforce customer context into one agent desktop. The migration is an opportunity to review how agents identify customers, manage interactions and complete follow-up—not simply replace a package.

We've already delivered successful CX Cloud migrations. We begin with your existing workflows, configuration and integrations, then agree what needs to move, what needs to change and how to cut over safely.

• Proven approach: we've already delivered successful CX Cloud migrations.
• Minimal disruption: a phased cutover that keeps your agents taking calls.
• One agent desktop: Genesys conversations and Salesforce customer context in one place.
• Reasonable project rates: clear scoping and no surprises.

We review your legacy connector, agent workflows and custom dependencies before agreeing the migration scope. Supported features and prerequisites are checked against your Salesforce and Genesys products, licences and configuration.

• Inventory screen pops, click-to-dial, interaction logging and custom Open CTI dependencies.
• Confirm licensing, access, routing and integration requirements.
• Configure CX Cloud and validate customer matching, data mapping and reporting.
• Test representative agent journeys, transfers, after-call work and exception scenarios.

We plan a phased transition around your contact centre's operating needs. A pilot allows representative agents and supervisors to validate workflows before a wider rollout.

Training, cutover checks, fallback arrangements and support ownership are agreed before agents move. Once the new workflows are validated, we plan decommissioning of the legacy package and review remaining dependencies.

Book a consultation to discuss your current setup, agent workflows, custom integrations and preferred migration window. We'll use that context to outline a suitable scope and next steps, rather than quote a one-size-fits-all project.

• Bring details of your current Genesys–Salesforce connector and configuration.
• Tell us which workflows your agents depend on and what you want to improve.
• Discuss delivery, testing, support and project rates before committing.