SERVICES DATASHEET
BENEFITS
• Accelerate value with a rapid return on investment (ROI) for projects
• Mitigate risk with the greater reliability, availability and serviceability of Genesys experts
• Improve adoption and productivity when you incorporate best practices which align technology concepts with business drivers
• Accommodate your unique requirements with a flexible framework approach
• Move project teams from vision to action with an easy-to-use improvement life cycle
Having completed thousands of implementations worldwide, Genesys Professional
Services is uniquely qualified to deploy made-to-order high performance solutions that deliver a fast return on investment. Our Project Management Process is a team-based strategic approach that leverages best practices to deliver outstanding results. Our consultants have the expertise to ensure the success of your next project, no matter how complex the requirements.
This service encompasses:
• A strategic approach based on superlative project management skills, tools and techniques aligned with well-defined organizational objectives
• Project Management Institute (PMI) principles that include the five PMI processes essential to every project — Initiating, Planning, Executing, Controlling and Closing
• A proven project life cycle methodology based on the essential phases of project construction and operation
Initiating processes are designed to gain an understanding of the high-level project objectives, and to prepare for estimating the scope of the project. An Initial Scope
Statement is then produced for use in the planning processes, which includes the project objectives, requirements, deliverables and schedule milestones.
Planning processes are used to coordinate and prepare for a successful project. At this stage, all stakeholders review the overall project strategy, which includes the schedule, cost, risks and scope.
Most of the work in completing a project occurs during the executing processes, which are framed in the context of a Project Life Cycle Methodology. Built on an engineering approach to examining and resolving complex problems, the Project Life Cycle
Methodology is founded on a repeatable series of four essential phases through which all business systems must pass during their construction and operation:
• Analyze
In this phase, Genesys consultants and your stakeholders work closely to identify project goals, priorities, schedules and high-level deliverables. Key departmental needs, current pain points, and critical project risk factors are discussed and notated. Communication plans, change management plans and project team roles and responsibilities are documented, and training plans and technical support options are defined. At the end of this phase, we will provide you with a description of our proposed products and services and an initial Project Plan. Acceptance of these deliverables and the commitment of your resources to the project mark the end of this phase.

SERVICES DATASHEET
Project Management Process / page 2
Analyze
Design Build
Deploy
• Design
Working together, we elaborate on your requirements and clarify the technical aspects of constructing a detailed system design. Technical specifications are prepared, work tasks are defined and sequenced, and resources are allocated. At this time, your technical staff should attend Genesys University to complete the recommended training.
At the end of this phase, we will provide you with a comprehensive Technical
Design Specification and a System Test
Plan, as well as updated documentation from the Analyze phase. You will also receive weekly progress reports that include project activity and financial details. This phase is completed upon your acceptance of the Technical Design
Specification.
• Build
During this phase custom development occurs — the Genesys environment is constructed, applications are installed, solutions are configured, back-end services are created and ancillary platforms are integrated. Additionally, processes are defined, environment configuration is documented, environment testing is conducted and support staff is trained. At the conclusion of this phase we will provide you with a fully functioning Genesys environment.
You will also receive documents containing the results of systems testing, system configuration, and any updated materials from the Analyze and Design phases.
Controlling processes are used to manage and monitor a project during execution.
These processes include collecting, measuring and disseminating performance information, and assessing measurements and trends to effect process improvements.
Closing processes verify that all other project management processes have been completed, and formally establishes the end of a project or project phase. A meeting will be held to hand over the final project documents to you. Our internal project team will conduct a Post Project
Debrief to analyze project performance and help build repeatable processes. You will have the opportunity to complete a
Client Satisfaction Survey to provide us with constructive feedback pertaining to individual and overall project performance and satisfaction.
About Genesys
Genesys is the market leader in multi-channel customer experience
(CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great
CX great business. The Genesys
Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates.
Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day.
Visit us at www.genesys.com or call us at +1.888.436.3797
Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA 94014 USA
Tel: +1 650 466 1100 | Fax: +1 650 466 1260 | www.genesys.com
Copyright ©2015 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014
All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.