Step 5: Readiness

AI-generated summary

Genesys Cloud provides comprehensive readiness capabilities to prepare organizations for production deployment through user acceptance testing, load testing, security and compliance verification, support access, and billing management. Key preparation activities include conducting user acceptance tests to validate implementations against business requirements, performing load testing via Genesys's Automated Testing Support program, and verifying network readiness for voice and video interactions. The platform ensures compliance with regulatory standards such as PCI DSS and HIPAA through configurable security settings and detailed recording considerations. Licensing operates on a flexible token-based usage model with monthly AI Experience token renewal, and administrators can create wallboard accounts for dashboard display without requiring full licenses. Genesys Cloud Product Support operates on a 24/7 global model with defined severity levels, restoration and resolution time targets, root cause analysis protocols, and specific response policies. Support interactions require console and network logs to provide complete diagnostic visibility of issues. Organizations must designate approved support contacts and approvers through their onboarding specialist, providing organization details, contact information including organization ID, name, email, and permission levels (read or read/write). Authorized organization pairing enables secure relationships between Genesys Cloud organizations, allowing permitted users and groups to access partner organizations while maintaining role-based access controls and revocation capabilities. This feature is particularly useful when Product Support requires paired access to investigate cases. Administrators can access billing information through invoice documentation and download usage reports to reconcile charges against billing cycles, with guidance provided on invoice interpretation specific to Genesys Cloud's SaaS model. The readiness phase requires project managers and administrators to review security and compliance settings, understand invoicing structures, authorize organization pairing, and implement onboarding best practices. Genesys Cloud provides a feedback mechanism allowing users to rate article helpfulness and submit detailed feedback through categorized options, enabling continuous documentation improvement while connecting users to relevant resources and support options. A 15-minute video tutorial is available for new users navigating the product support portal.

Series: Getting started with Genesys Cloud

Previous suggested step: Step 4: Onboarding best practices and learnings

Next suggested step: Step 6: Go Live

Prepare for Go Live. Focus on ensuring operational readiness for a smooth transition into production deployment. Familiarize yourself with Product Support protocols, user testing suggestions, and verify compliance. This crucial preparation stage safeguards transition to production whether you are adding functionality or implementing a new instance of Genesys Cloud.

For details, see About security and compliance.

Who	What
Project manager Genesys Cloud administrator	Customer network best practice Checklist and guides to help ensure your company’s network is ready for voice and video interactions. For more information, see Customer network readiness.
Genesys Cloud administrator	User Acceptance Testing Plan for User Acceptance Testing (UAT) – Outline UAT to validate implementation based on business requirements. UAT helps determine readiness, risk, & outline plan of action for any existing roadblocks. Conduct User Acceptance Testing (UAT) – Perform these UATs before going live with a Genesys Cloud organization. Watch UAT Boost Your Knowledge webinar for best practices and download sample test script.
Genesys Cloud administrator	Load test request Genesys is dedicated to assisting with your automated testing needs through our Automated Testing Support program. This program, enhanced by our direct testing experience, customer tests, and regular reviews, provides valuable guidance on testing best practices. For more information, see Can customers perform automated testing, such as load or stress testing of Genesys Cloud?
Genesys Cloud administrator	Security and compliance settings Genesys Cloud organization settings for PCI DSS compliance, HIPAA compliance, and considerations for recordings. Find Compliance settings details here.
Genesys Cloud administrator	Product Support overview Genesys Cloud Product Support is focused on your experience through a global, live answer 24X7 Genesys Cloud Product Support model. Genesys Cloud Product Support article focuses on defining Severity levels, target Restoration and Resolution times, Root Cause Analysis, and the Genesys Cloud Product Support Response Policy. Review Genesys Cloud Troubleshooting for related to common support questions.
Designated Support Contacts	How to work with Genesys Cloud Product Support: This short 15 minute video reviews how to work within our product support portal. Content is applicable for new users and those seeking a refresher. Watch video for how to work with Product Support. Why does Product Support request console and network logs? Client-side data works together with platform-side logs to provide Product Support a full picture of any problems. Review Gather Console logs for details.
Genesys Cloud administrator	Register designated approvers and support contacts Contact your onboarding specialist to help establish your designated contacts and approvers with your product support team. If you are unaware of who your onboarding specialist is, send an email to Onboarding@genesys.com with your list of designated support contacts, including Genesys Cloud org ID, contact name, email address, and permission level (read, read/write). Information here defining What is a Genesys Cloud Product Support Designated Contact.
Genesys Cloud administrator	Authorized org pairing With authorized organizations, you can establish a secure relationship with another Genesys Cloud organization. This relationship allows permitted users and groups from one organization to log in to another organization. Review information regarding About authorized organizations. Further details on how to Pair your organization with Genesys Cloud Product Support. To access your Genesys Cloud organization, the Genesys Cloud Product Support team may ask to pair their Product Support organization to your organization. You can control their access to your organization by assigning roles, and you can revoke their access at any time. Setting up authorized org pairing may be necessary when working with Product Support to investigate a case.
Genesys Cloud administrator	How to read Genesys Cloud invoice Information on Genesys Cloud’s billing practices. How to read your Genesys Cloud invoice explained in this article or video, Boost Your Knowledge: Get to know your Invoice. How to Download usage reports from Genesys Cloud to reconcile with invoice billing cycle.

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2025-08-25	Initial version. This document replaces the ‘Genesys Cloud onboarding checklist’ document.

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Step 5: Readiness

Series: Getting started with Genesys Cloud

Customer network best practice

User Acceptance Testing

Load test request

Security and compliance settings

Product Support overview

How to work with Genesys Cloud Product Support:

Register designated approvers and support contacts

Authorized org pairing

How to read Genesys Cloud invoice

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