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Genesys Migration Update Paul Michael-Project Lead November 17, 2016 IMAC Update
Project Summary
Migration Overview
November 17, 2016 IMAC Update 3 of 14
• 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
November 17, 2016 IMAC Update
…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
November 17, 2016 IMAC Update
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 [email protected]
November 17, 2016 IMAC Update
Thank you.
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