Addressing Genesys PureConnect Migration: Options for VXML Users
When your contact center software reaches the end of its lifecycle, business operations experience immediate and far-reaching consequences. Such is the case for Genesys PureConnect users, as support for critical components like VXML is now winding down. As Genesys shifts its focus to cloud solutions, PureConnect users must now make urgent decisions about their contact center technology. If you rely on VXML applications for your IVR and self-service needs, you must find a migration path to maintain business continuity.
A provider with an unpredictable support strategy can jeopardize your operations. Nevertheless, you can transition your contact center technology with confidence using Sharpen’s cloud-native CCaaS platform. This solution integrates cutting-edge tools, AI-powered capabilities, and real-time analytics without sacrificing compatibility with your existing systems. Move your contact center forward by scheduling a demo with Sharpen today.
Below, we describe how to effectively migrate from sunsetting contact center tech:
The Reality of the PureConnect End-of-Life Timeline
Genesys’ transition away from PureConnect in favor of Genesys Cloud CX aligns with a broad industry trend: providers shifting to cloud-native environments, which leaves legacy-system users scrambling to preserve their continuity. This is more than inconvenient for organizations dependent upon VXML applications—it’s an existential threat to their business’ future.
As cloud-based systems become the norm, PureConnect’s integration capabilities will stagnate. Finding developers with legacy expertise will become increasingly difficult, while the pressure to recode, retrain, and rebuild will drain valuable time and money. Waiting until support vanishes will increase business risk and narrow your options.
How to Navigate Migration from PureConnect
Whether in response to PureConnect’s discontinuation or another system’s, migrating follows a consistent roadmap:
- Assess Your Current System
Start by mapping out your current environment. Which features and workflows depend on VXML? What integrations are essential to your daily operations? Gather call center performance data and user feedback to isolate pain points and prioritize what you must preserve.
- Define Your Future Needs
Don’t just aim for a replacement—envision transformation. Think about scalability, omnichannel capabilities, remote agent support, and AI-driven automation. Your next system should not only fill gaps left by PureConnect but also empower your contact center to grow and innovate.
- Explore Smart Migration Options
You may not need to abandon your existing architecture completely. A “lift-and-shift” migration could preserve VXML workflows with minimal disruption, or you might seize the opportunity to modernize your self-service strategy. The right path depends on your resources, timeline, and customer engagement goals.
- Choose a Partner Who Understands VXML
The right technology partner makes all the difference in a PureConnect migration. Look for a provider with proven VXML compatibility that can protect your existing investments while offering a path forward. They should offer modern cloud architecture without forcing you to recode from scratch. Most important of all, they should have experience helping other organizations through this exact transition.
Why Sharpen is the Smart Alternative to Genesys Cloud
While Genesys wants to funnel you toward its cloud solution, Sharpen offers a customer-friendly alternative that won’t force you to abandon your VXML investments. Our IVR/Self-Service solution is specifically designed to ease transitions for organizations stranded by PureConnect’s sunsetting.
Whereas Genesys Cloud may require extensive recoding of your VXML applications, Sharpen provides VXML compatibility that preserves your existing investments. Our platform empowers your business users with low-code/no-code options, letting them manage customer journeys with clicks instead of code. We’ve built our solution on a true microservices architecture to achieve unmatched reliability and scalability, with seamless omnichannel integration that connects your voice applications with all your digital channels.
Crucially, Sharpen specializes in transitioning complex contact center environments away from PureConnect. We’ve provided numerous organizations with customized support and navigation through this transition as opposed to Genesys’ prescribed migration route.
Real Results: A PureConnect Migration in Action
One financial services company faced a daunting challenge when PureConnect’s EOL was announced. With over 75 VXML applications in play, their stakes were high. But rather than following Genesys into a forced migration, they partnered with Sharpen and achieved transformative results: 100% of their VXML applications carried over without disruption, administrative costs fell by 35%, and customer containment rates rose by 12%. Furthermore, they slashed their time-to-market for new self-service features, gaining unprecedented agility.
Don’t Let Legacy Contact Center Software Dictate Your Future
Whether in response to PureConnect’s phase-out or a general decline in system performance, you must pursue a proactive strategy. Future-proof your contact center software by partnering with Sharpen. We’re here to enhance your customer experience and uncomplicate every customer connection. Discover how Sharpen can improve your contact center by scheduling a demo today.