Anywhere365 to Genesys Cloud migration

An Anywhere365 to Genesys Cloud migration starts from a contact centre that was built inside Microsoft Teams. Anywhere365, which rebranded as AnywhereNow in 2025, was the first solution certified in Microsoft's Connected Contact Centers programme for Teams, and its Dialogue Cloud platform let organisations run customer service where their people already worked. That design spreads knowledge across several places: each Unified Contact Center (UCC) has its own SharePoint site and settings, routing logic sits in Dialogue Studio flows, and agents, skills and reports are shaped around Teams. Our leadership has worked in contact centre technology since 1984, and we plan the move around finding every one of those decisions before anything is rebuilt.

The reasons for moving are usually strategic rather than technical: a group standard for customer experience, consolidation onto one platform across regions, or new channel, workforce engagement and analytics needs. Whatever the trigger, moving the contact centre does not mean leaving Microsoft Teams. Most organisations keep Teams for meetings, chat and internal calling, and connect it to Genesys Cloud CX so agents can still see and reach colleagues across the business. QVCCS helps contact centre leaders, Microsoft collaboration owners and voice architects agree one shared plan: what moves, what stays in Teams, how the two platforms meet, and the order in which teams, numbers and integrations change.

In Anywhere365, a UCC is a queue of voice and text interactions with its own settings, IVR menus and agents, and agents can belong to several UCCs with multiple skills. Some estates run one UCC, others run hundreds. On Genesys Cloud, those become queues, ACD skills and proficiency ratings, with membership managed through groups where it helps. IVR menus become Architect inbound call flows, opening hours become schedules and schedule groups, and recorded messages become prompts. We record every UCC, its SharePoint settings and its agents in the migration inventory, then rationalise where years of growth have produced overlapping queues that supervisors would struggle to manage on any platform.

Dialogue Studio is a low-code designer in which nodes connect incoming dialogues, fetch data from a CRM or database and hunt for the right agent. Each of those flows is mapped to Architect flows, with data actions calling the same back-end systems through their APIs. Custom connectors and the systems they reach are described in interface contracts, with timeouts and error handling agreed before anything is built. Text channels handled through Anywhere365's email, webchat, WhatsApp and SMS dialogue providers move to Genesys Cloud digital channels, and campaign or voicemail dialling is redesigned with Genesys Cloud outbound capabilities. Our Senior Developers rebuild behaviour from the outcome it delivers, not node by node.

Agents and supervisors need the same care. Anywhere365 offers WebAgent inside Microsoft Teams and inside CRMs such as Dynamics 365, Salesforce and ServiceNow, with wallboards, Dialogue Insights and a Power BI template over call detail records for reporting. On Genesys Cloud, agents can use the agent workspace or an embedded client such as Genesys Cloud for Microsoft Teams or Genesys Cloud for Salesforce; Genesys advises against running different embedded variants at once, so we choose one per user group. We agree a report parity list with the managers who use today's wallboards and Power BI reports, rebuild each one with performance views, dashboards or data exports, and reconcile definitions that differ.

Genesys Cloud's Microsoft Teams integration, installed from AppFoundry with separate pricing and a Teams licence, keeps the business connected. Users provisioned from Microsoft Entra ID through SCIM show a Teams badge in Genesys Cloud directory search, and when they are not logged in to Genesys Cloud their Teams presence is displayed, so agents can see which experts are free. Agents make blind or consult transfers to Teams users, and can create Teams meetings from Genesys Cloud chat. Only one PBX phone integration can be enabled per user, which matters where other unified communications tools are in use. Our design decision log records which users are provisioned and how transfers to experts should behave.

Anywhere365 lets organisations connect Teams to the public network through Direct Routing, Operator Connect or Microsoft Calling Plans. On Genesys Cloud, contact centre voice can use Genesys Cloud Voice, with Genesys as the carrier, or BYOC Cloud with your own carrier's SIP trunks. The Teams telephone integration needs BYOC capabilities and a SIP trunk to Teams Direct Routing through a session border controller, so the shape of your current Teams telephony shapes the design. Our IT Systems, Telecoms & SIP Engineers assess carriers, SBCs, dial plans and network, decide which numbers stay with Teams users and which move to Genesys Cloud, and design how calls pass between the two platforms while waves are in flight.

Numbers move last and most carefully. Contact centre numbers are either ported to Genesys Cloud Voice or re-pointed through your carrier and SBC estate to BYOC trunks, each scheduled against a cut-over wave and tested immediately after it moves. Teams users' own numbers usually stay where they are. Recordings and voicemails that Anywhere365 writes back to SharePoint are either kept in an archive for their retention period or imported with their metadata, agreed early with your compliance team. Agents moving to Genesys Cloud WebRTC need headsets, browsers and home networks checked, so our site, network and telephony readiness survey covers all of this before the first wave is scheduled.

Discovery comes first and goes deep. We audit each UCC and its SharePoint site, every Dialogue Studio flow and connector, skills and agent assignments, dialogue providers, dialers, wallboards, Power BI reports and CRM integrations, then hold workshops with the people who run the contact centre and the Microsoft team who run Teams. Each finding goes into the migration inventory with an owner, a priority and a target approach, and is carried into the Requirements Traceability Matrix. With that in place we agree, journey by journey, where to keep parity and where to transform, and record each decision in the design decision log before the High-Level Design is written.

We muster the team from our own bench to suit your estate: a Solution Architect who owns the target design and the boundary with Microsoft Teams, an IT Systems, Telecoms & SIP Engineer for Direct Routing, BYOC and numbers, Senior Developers for Architect flows and data actions, a Business Analyst for reports and processes, and a Systems Integration Tester. QVCCS takes collective responsibility for the outcome, backed by the whole practice through design authority and peer review. We build to the Low-Level Design under our engineering standards, use CX as Code where repeatable configuration helps, and trace every system integration test back to the Anywhere365 behaviour it replaces, including transfers to Teams users and failure paths.

Cut-over happens in waves, usually UCC by UCC or team by team. Each wave has entry and exit criteria, a rehearsed runbook, test calls straight after the change and a rollback plan that can point numbers and routing back to Anywhere365 if a problem appears. Role-based training prepares agents used to answering in Teams for the Genesys Cloud agent workspace or the embedded Teams client, and supervisors learn the new queue and agent views before go-live. Our remote go-live command centre and virtual floor-walking support people through their first shifts, while the Microsoft team confirms that presence, transfers and internal calling still behave as designed.

After the last wave, hypercare continues until the operation is stable and the Anywhere365 environment can be decommissioned on your terms, including SharePoint sites and connectors that are no longer needed. Support then follows your Genesys Cloud CX consumption model: SLA-based support, up to 24x7x365 where you contract it with QVCCS, or alongside your provider's support as the specialist change and escalation layer. With the move complete, attention turns to what comes next on the platform: more digital channels, predictive routing, virtual agents, workforce engagement and deeper use of Teams experts in customer journeys, each delivered with the same discipline that carried the migration.