PureConnect to Genesys Cloud migration

Genesys ended support for all PureConnect platforms, including PureConnect Premise, PureConnect Subscription and PureConnect Cloud, on 31 July 2025. Its announcement set out what that means in practice: PureConnect Cloud is shut down, subscription licences stop working when their keys expire, and perpetual premise licences can keep running but receive no further fixes or support. Many organisations completed their PureConnect to Genesys Cloud migration before that date. Others are still running Customer Interaction Center on perpetual licences, with every change, patch and hardware failure now handled without vendor support. Neither position needs alarm, but the second does need a plan, and the sooner it is written down the more choices remain open.

PureConnect estates are often highly customised, because the platform invited it. Interaction Designer let administrators change how the server itself behaved, and over the years many organisations added handlers for database lookups, screen pops, routing rules and reports that exist nowhere else. That flexibility is the reason a good migration starts with understanding, not configuration. Our leadership has worked in contact centre technology since 1984, and QVCCS has migrated PureConnect, Avaya, Cisco, Genesys Engage and Nortel estates, among others, to Genesys Cloud CX. We use that experience to help contact centre leaders and architects agree one shared plan: what moves, in what order, who owns each decision and how the business is protected while it happens.

Interaction Attendant decides what happens to a call by matching it to a profile, usually on the number dialled, the caller's number or the line it arrived on, then running the schedules and menu operations inside that profile. On Genesys Cloud the same intent is expressed in Architect. Numbers are routed to inbound call flows, schedules and schedule groups handle opening hours and holidays, prompts replace recorded announcements, and in-queue flows control what callers hear while they wait. We record every Attendant profile, schedule and operation in the migration inventory, so each behaviour is carried across deliberately or retired with the agreement of the person who owns it.

Interaction Designer handlers need the most care. Base handlers ship with designated customisation points, but many estates also contain bespoke handlers and subroutines that call databases, web services or other systems in the middle of a call. Genesys Cloud does not run handlers, so each customisation is explained in plain terms, then redesigned: integrations become data actions with agreed error handling, reusable logic becomes Architect common modules, and back-office processes built with Interaction Process Automation can become workitem flows. Each interface is documented in an interface contract before it is built. Some handlers turn out to be workarounds for limits Genesys Cloud does not have, and those are retired rather than rebuilt.

ACD workgroups in Interaction Administrator carry required skills with proficiency levels, utilisation settings for each interaction type and after-call work rules. In Genesys Cloud these become queues, ACD skills with proficiency ratings, agent utilisation and wrap-up codes, with bullseye routing available where a queue should widen its pool of agents over time. We recommend thinking rather than copying here. Workgroups created for reporting, or skills added as workarounds, would reproduce old complexity on a new platform. Our consultants work with your planners and supervisors to rationalise them, and map PureConnect status messages to Genesys Cloud presence and secondary statuses so that adherence, reporting and agent habits carry across sensibly.

Interaction Recorder policies decide which interactions are recorded, how long recordings are kept and who can hear them. Genesys Cloud uses recording policies that match on queues, users, wrap-up codes, direction and time, with actions to retain, archive or delete recordings after a set period. We rebuild your rules there with your compliance team, and agree early what happens to historical recordings: kept in an accessible archive until their retention ends, or moved to a store your organisation approves. Reporting gets the same treatment. Interaction Reporter and IC Business Manager reports are agreed as a parity list with the people who use them, then rebuilt with Genesys Cloud performance views, dashboards or data exports to your own analytics.

Voice connectivity is chosen early. Genesys Cloud Voice makes Genesys the carrier, BYOC Cloud brings your own carrier's SIP trunks into Genesys Cloud, and BYOC Premises keeps media on Edge devices in your own sites. Our IT Systems, Telecoms & SIP Engineers review your carriers, gateways, session border controllers and dial plan, then recommend the option that fits. During the migration we connect the CIC server and Genesys Cloud with SIP trunks, so calls can transfer in either direction and teams can move one at a time while customers keep dialling familiar numbers. Number porting follows a plan tied to each wave, and every number is test-called as soon as it moves. Agents leaving Interaction Desktop or Interaction Connect move to the browser-based Genesys Cloud agent experience, so headsets, WebRTC and network readiness are surveyed before the first wave.

Discovery comes first and goes deep. We audit the Interaction Administrator configuration, Attendant profiles, custom handlers and subroutines, Recorder policies, the report catalogue and every integration, then hold workshops with the people who run the contact centre day to day. Each finding goes into a migration inventory with an owner, a priority and a target approach, and is carried into the Requirements Traceability Matrix. Journey by journey, we then agree where to keep parity and where to transform, and record each decision in the design decision log before the High-Level Design is written. Nothing important is left to someone's memory of how the system used to work.

We muster the team from our own bench to suit your estate: an Enterprise Solution Architect who has worked with PureConnect and its predecessors, a Senior Developer who can read Interaction Designer handlers and rebuild their purpose as Architect flows and data actions, an IT Systems, Telecoms & SIP Engineer for trunks, numbers and coexistence, a Business Analyst for reports and processes, and test leads for SIT and UAT. 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 PureConnect behaviour it replaces.

Cut-over happens in waves, never as a single weekend gamble. 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 the CIC server if a problem appears. Our remote go-live command centre and virtual floor-walking support agents and supervisors through their first shifts. Role-based training prepares people used to Interaction Desktop, Interaction Connect and Interaction Supervisor for their Genesys Cloud equivalents, and supervisors learn the new queue and agent views before go-live, so nobody reads an unfamiliar dashboard for the first time while customers wait.

After the last wave, hypercare continues until the operation is stable. PureConnect servers, recording storage and databases are then decommissioned on your terms, once retention and audit needs are met. Support 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 the old platform could no longer offer, because PureConnect development ended at the start of 2024. We help you add digital channels, predictive routing, virtual agents and agent assist on a platform that keeps improving, so leaving PureConnect becomes a step forward rather than only an exit.