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PureCloud Onboarding ChecklistVersion 1.4October 17, 2018
PureCloud Onboarding ChecklistOverviewPureCloud is an industry leading Platform that has the ability to bring an organization’s customerexperience to new levels of effectiveness and efficiencies. In order to achieve this outcome, it’simportant that organizations prioritize a set of activities and tasks that as veterans of hundreds ofdeployments of PureCloud, we know will make you successful. This readiness checklist isdesigned to give you a running list of those activates and tasks that an organization should planto complete prior to going live.Please read through this document, work to complete each activity and task, and if you havequestions or need assistance don’t hesitate to ask; Genesys and our global team is ready to assist.Get Ready for a Cloud Contact CenterComplete WhenWhoWhatDay 1BusinessSponsorSchedule your Kickoff Call with your CSM.Day 1BusinessSponsorReview and agree upon Getting Ready for a CloudContact Center document.Day 1BusinessSponsorIdentify your onboarding as Genesys-led, Partner-ledor Customer-led.Week 1BusinessSponsorIdentify and assign your roles. Tell your CSM orPSM. Business Sponsor Project Manager Contact Center Admin (Designated SupportContact) IT and Network Admin (Designated SupportContact) Contact Center Supervisor Developer (if integrating via APIs)Week 1BusinessSponsorLet your Customer Success Manager (CSM) knowyour Designated Support Contacts
PureCloud Onboarding ChecklistCreate your Org and UsersComplete WhenWeek 1WhoContactCenterAdminWhatEnsure your PureCloud organization (org) isactivated. See Get started administeringPureCloud.Take TrainingComplete WhenWeek 2WhoContactCenterAdminWhat Week 2Week 2Week 3PureCloud Customer Roles andResponsibilities (16 minutes)PureCloud Core Learning Plan (10 hours).Take Certification ExamIntroduction to PureCloud for Supervisors (51minutes)Introduction to PureCloud for Agents (52minutes)IT andNetworkAdmin PureCloud Customer Roles andResponsibilities (16 minutes) PureCloud Core Learning Plan (10 hours).Take Certification ExamContactCenterSupervisor PureCloud Core Learning Plan (10 hours).Take Certification Exam Introduction to PureCloud for Supervisors (51minutes) Introduction to PureCloud for Agents (52minutes)BusinessSponsorIntroduction to PureCloud for Agents (52 minutes)Subscribe and RegisterComplete WhenWhoWhat
PureCloud Onboarding ChecklistWeek 3Week 3Week 3Week 3Contact CenterAdminIT andNetworkAdminContactCenterSupervisorDeveloper Subscribe to PureCloud System StatusUpdates Subscribe to PureCloud Release Notes Register and create profile on GenesysKnowledge Network Register and create profile on GenesysCommunity Request a My Support Portal accessaccount Sign up for the Genesys CustomerAdvocacy Program (GCAP) Bookmark the PureCloud Resource Center Subscribe to PureCloud System StatusUpdates Subscribe to PureCloud Release Notes Register and create profile on GenesysKnowledge Network Register and create profile on GenesysCommunity Request a My Support Portal accessaccount Bookmark the PureCloud Resource Center Subscribe to PureCloud System StatusUpdates Sign up for the Genesys CustomerAdvocacy Program (GCAP) Bookmark the PureCloud Resource Center Subscribe to PureCloud System StatusUpdates Subscribe to PureCloud Release Notes
PureCloud Onboarding Checklist Sign up for the Developer Center ForumGetting Ready to Go LiveComplete WhenWhoWhatBeforeIT andContract NetworkAdminDownload and complete Customer Network ReadinessChecklist.Week 3IT andNetworkAdminComplete VoIP Readiness Network Assessment.Week 4IT andNetworkAdminComplete your Technology & Environment “Map”(what will be connected to PureCloud). Provide map toCSM.Week 4ProjectManager BYOC Telephony 3rd Party Integrations (CRM ) Placement of Edges Computer / Browser version / Work StationsDocument Go-Live plan When is Go-Live? Who from your company will be monitoring? If Genesys-led onboarding, who from Genesyswill be monitoring? If Partner-led onboarding,who from the Partner will be monitoring? How will feedback from your end-customersand agents be brought to the person monitoring
PureCloud Onboarding Checklist What’s your plan to process that feedback?Working with GenesysComplete WhenWhoWhatWeek 4BusinessSponsorComplete Initial “Customer Success Plan” with CSMWeek 5BusinessSponsorWeek 5ProjectManager Watch the How to Read Your Bill video Discuss How to Read Your Bill call with yourCSMComplete “Getting Ready to Go Live” with CSM andTechnical Account Manager (TAM), ProfessionalServices (PS), and Customer Care as appropriate.
PureCloud Onboarding ChecklistDeployment ReadinessCompleteCloud Readiness StepsDownload and complete Customer Network Readiness ChecklistVoIP Readiness Network Assessment completed (during onboarding)Customer Technology & Environment “Map” completed BYOC Telephony 3rd Party Integrations (CRM ) Placement of Edges Computer / Browser / Work StationsDocument Go-Live plan When is Go-Live?Who from your company will be monitoring?If Genesys-led implementation, who from Genesys will bemonitoring?If Partner-led implementation, who from the Partner will bemonitoring?How will feedback from your end-customers and agents bebrought to whomever is monitoring?What's your plan to process that feedback?”
PureCloud Onboarding ChecklistWorking with GenesysCompleteCommunication StepsInitial “Customer Success Plan” with CSM completedHigher level conversations. Business Challenges / Technical solution,etc Register and gain access to Customer Care Portal Contact Center Admin IT AdminHow to Read Your Bill video watchedHow to Read Your Bill call with CSM completeWhere to find Release notesQuarterly feature discussions on the PureCloud CommunityProduction Readiness Call with CSM complete Attended by Genesys Representatives:oCSMoTechnical Account Manager (TAM), ProfessionalServices (PS), Customer Care as appropriate
PureCloud Onboarding Checklist Week 3 Contact Center Admin Subscribe to PureCloud System Status Updates Subscribe to PureCloud Release Notes Register and create profile on Genesys Knowledge Network Register and create profile on Genesys Community Request a My Support Portal access accoun
