Migrating from Genesys to managed VICIdial

Move from Genesys Cloud or PureCloud to managed VICIdial. Cost reduction + carrier control.

Genesys is enterprise CCaaS. Migrating to VICIdial typically saves 90% on software cost but requires real change management.

Why teams move

Cost: Genesys runs $90-200/agent/mo. 100-agent shop saves $100-200K/year on us.
Carrier control: Genesys often resells SIP at markup. We BYO.
Speed of change: VICIdial's open-source nature lets you customize anything.
Vendor lock-in concerns

What you give up

Workforce management (Genesys WEM is good). Replace with Calabrio, NICE, Verint.
Native speech analytics. Replace with Observe.ai, CallMiner, AssemblyAI.
AI bot voice. Replace with VAPI, Bland, Retell.
Native CRM integrations. Replace with webhooks to your CRM.
Single pane of glass. Operations spread across more tools.

For most cost-sensitive operations, the savings + flexibility outweigh the unbundling.

Schema migration

Genesys doesn't expose VICIdial-compatible exports. Approach:

Contacts: Export from your CRM (where they live), not from Genesys. Load to VICIdial as CSVs.
Recordings: Export from Genesys via their API. Plan storage; we offer 500GB+ volume add-on.
Reports: Genesys's BI tool replaced by VICIdial reports + your own BI on VICIdial's MariaDB.
Campaigns: Rebuild from your campaign documentation.

Migration timeline

Enterprise scale (100+ agents): 6-12 weeks for a clean migration.

Weeks 1-2: Setup + parallel pilot
Weeks 3-6: Phase migration of campaigns by priority
Weeks 7-10: Replace WFM/QA tools, train team
Weeks 11-12: Final cutover, Genesys cancellation

Cost comparison

| Component | Genesys (100 agents) | VICIfast | | ---------------- | ------------------------------ | ----------------------------------- | | Core software | $90-200/agent = $9-20K/mo | $249/mo Pro | | WFM | included | $20-40/agent on Calabrio = $2-4K/mo | | Speech analytics | $30-60/agent add-on = $3-6K/mo | BYO ~$5K/mo | | Total | $12-26K/mo | $7-9K/mo |

Savings smaller than Five9 because you're rebuilding the bundle. Still meaningful at scale.

We help free with the migration. Contact us.