Genesys Migration Update · Genesys Migration Update ... Genesys Consortia call centers to Genesys...

Genesys Migration Update Paul Michael-Project Lead November 17, 2016 IMAC Update

Project Summary

Migration Overview

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• All call flows and overall functionality migrating to Genesys “as is”

• Additional functionality will include • telephonic signature prompt played for customer in lieu

of agent reading • ECF integration: telephonic signature recordings will be

moved to ECF and attached to the appropriate case • CCA statistics will not be migrated to Genesys. They

will remain available upon request after CCA is decommissioned.

• Telephonic signature recordings created in CCA will not be moved to ECF. They will remain available through existing process.

One Project, Two Project Streams…

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• Bring all current DHS offices, MilES and Consortia call centers to Genesys Platform Genesys

Platform

• Develop and implement functionality to automate the process of presenting a portion of the telephonic signature to the member

• Includes integration with the Electronic Case File (ECF)

Automated Telephonic Signature

November 17, 2016 IMAC Update

…with many “Moving Parts”

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• Overall Vendor Management • Enterprise Wide Project Management • Timeline TBD

• 20+ State Agencies • Competing requirements, schedules

and priorities

DOA Enterprise Application

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…with many “Moving Parts”

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•DOA •DHS •DCF

Multiple State Agencies

•Deloitte •Genesys •Telecoms

Multiple Vendors

•Data •Voice •Various state and county IT infrastructures

Multiple Networks

•Training •Communications •Security

Areas of Operations

DHS

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In the meantime…

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The project team anticipates discussions regarding: • Outcomes • Agent Statuses • Reporting • IT preparation

November 17, 2016 IMAC Update

Training

Training

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• Training will be developed for agents, supervisors and admins

Genesys Platform

• Training will be provided as part of CARES training and available via DHS IM Learning Center

Automated Telephonic Signature

November 17, 2016 IMAC Update

Communications Plan

Purpose/Goals:

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• Provide well defined and structured lines of communication to all stakeholders.

• Ensure participants in all lines of communication understand their role in the dissemination of project information

• Provide all stake holders with the most up-to-date information possible throughout the project.

November 17, 2016 IMAC Update

Questions?

Contact Information

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Project Lead: Paul Michael paul.michael@wisconsin.gov

November 17, 2016 IMAC Update

Thank you.

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