Complete the activities and tasks listed before going live with your Genesys Cloud org. Questions? Contact your Customer Success Manager (CSM) or Partner Success Manager (PSM).

Get Ready for a Cloud Contact Center

Complete When Who What
Day 1 Business Sponsor Schedule your Kickoff Call with your Customer Success Manager.
Day 1 Business Sponsor Review and agree upon Getting Ready for a Cloud Contact Center document
Day 1 Business Sponsor Identify your onboarding as Genesys-led, Partner-led or Customer-led.
Week 1 Business Sponsor

Identify and assign your roles. Tell your CSM or PSM.

  • Business Sponsor
  • Project Manager
  • Contact Center Admin (Designated Support Contact)
  • IT and Network Admin (Designated Support Contact)
  • Contact Center Supervisor
  • Developer (if integrating via APIs)
Week 1 Business Sponsor Let your CSM know your Designated Support Contacts
Week 1 Business Sponsor Review ramp period and invoicing process with your CSM/PSM.

Create your Org and Users

Complete When Who What
Week 1

Contact Center Admin

Ensure your Genesys Cloud organization (org) is activated.

 Take Training

Complete When Who What
Week 2 Contact Center Admin
Week 2 IT and Network Admin
Week 2 Contact Center Supervisor
Week 3 All Agents

Subscribe and Register

Complete When Who What
Week 3 Contact Center Admin
Week 3 IT and Network Admin
Week 3 Contact Center Supervisor
Week 3 Developer

Getting Ready to Go Live

Complete When Who What
Before Contract IT and Network Admin Download and complete Customer Network Readiness Checklist.
Week 3 IT and Network Admin

Complete VoIP Readiness Network Assessment.

Week 4 IT and Network Admin

Complete your Technology & Environment “Map” (what will be connected to Genesys Cloud). Provide map to CSM.

Week 4 Project Manager

Document Go-Live plan

  • When is Go-Live?
  • Who from your company will be monitoring?
  • If Genesys-led onboarding, who from Genesys will be monitoring? If Partner-led onboarding, who from the Partner will be monitoring?
  • How will feedback from your end-customers and agents be brought to the person monitoring
  • What’s your plan to process that feedback?

Working with Genesys

Complete When Who What
Week 4 Business Sponsor

Complete the Initial “Customer Success Plan” with your CSM.

Week 4 Business Sponsor

Review ramp period and invoicing process with your CSM.

Week 5 Business Sponsor
Week 5 Project Manager

Test local emergency services. Validate that the correct address and phone number appear to your local emergency service systems. See Configure 911 or other emergency numbers.

Week 5 Project Manager

Complete “Getting Ready to Go Live” with your CSM and Technical Account Manager (TAM), Professional Services (PS), and Customer Care as appropriate.

    Modified date

    Fixed broken Certification Exam links.


    Updated links in the Contact Center Admin section.


    Removed link to outdated video on activating orgs and outdated downloadable checklist.


    Added Antimalware review and link.


    Changed customer success manager back to Customer Success Manager (CSM).


    Changed CSM to GA. Added e911 step.


    Self start video link added and PDF (Version 1.6) published.


    Revisions made and published and PDF published. (Version 1.5)


    Added Ramp Period info 


    Revisions made and published (Version 1.4)


    Corrected PDF links (Version 1.3) 


    Initial publication (Version 1.2) 


    Version 0.2 revisions made