Job Description

Kana genesys migration in healthcare environment

Kana to Genesys Migration Overview

Background:

The healthcare client is using a legacy Kana (often part of Verint’s customer engagement suite) as their legacy contact center platform. While Kana provided email management, knowledge management, and case handling tools, it lacked modern omnichannel support, scalability, and AI-driven automation.

To improve patient experience, enhance operational efficiency, and support cloud transformation goals, the organization migrated to Genesys Cloud CX, a leading omnichannel customer experience platform.

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Business Drivers for Migration:

• Omnichannel Engagement: Kana’s capabilities were siloed (email, case management), while Genesys offers a unified omnichannel experience (voice, chat, email, SMS, social, etc.).

• Cloud-First Strategy: Shift from on-premises Kana to cloud-native Genesys to reduce infrastructure costs and enhance scalability.

• Enhanced Patient Experience: Need for real-time support, personalized service, and reduced wait times.

• AI & Automation: Desire to leverage bots, predictive routing, and analytics for faster resolutions.

• Compliance & Security: Improve adherence to HIPAA and healthcare industry standards through modern cloud solutions.

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