ACME Language School Migration

Scope highlights

• Migration from legacy platform to Genesys Cloud CX for 2000 agents (Objective 1)
• Approximate 10-month duration with 6 go-live events aligned to Customer LOBs
• Project Initiation: kick-off, communication plan, PM assignment, Technical Lead capped at 340 hours
• Discovery & Design: up to 20 sessions of up to 4 hours each, FRS deliverable with up to 2 review cycles
• Genesys Cloud System Configuration: base config, voice services (BYOC Cloud), call routing, email routing, web messaging
• Call Routing: up to 24 Schedules, up to 200 ancillary voice call flows, up to 100 Queues, up to 100 Scripts, up to 2 recording retention policies
• Email Routing (Use Case CE16): up to 10 email addresses, up to 100 email queues, up to 100 email flows
• Web Messaging Routing (Use Case CE34): up to 4 consult sessions, up to 2 web message flows and 2 queues
• Integrations: SSO (SAML), up to 2 AppFoundry apps (Audiohook, Verint Connector for QM), up to 3 OAuths for Verint WFM (CSI, STCI, ASCM), Web Service Data Actions, API consulting
• System Testing: Genesys QA/unit testing, Smoke Testing (up to 5 tests / up to 6 rounds of up to 500 concurrent test ports), Customer-led UAT with up to 30 business days UAT support
• Genesys Cloud Development System Configuration with one-time code replication from Prod to Dev Org
• System Go Live: go-live planning (4 sessions), go-live support (up to 30 business days), Knowledge Transfer/TOI (up to 2 sessions of up to 4 hours)
• Genesys Cloud DevOps Services: CX as Code QuickStart and CX as Code Consulting (up to 80 hours over 4 weeks)
• Value Realization Program with four workstreams and defined deliverables
• Project Closure and transition to Genesys Customer Care

Risk highlights

• Customer currently has a large number of call flows built from 5 standard templates that must be reviewed and consolidated; scope capped at 100/200 flows
• Customer currently has over 700 Email flows to be reviewed and consolidated, but only up to 100 email flows are in scope
• Potential mismatch: narrative references 6 go-live events but Go Live Planning and Go Live Support sections assume one (1) go-live event; additional events require PCR
• Discovery & Design going beyond two weeks after project start date may impact/delay the entire project schedule
• Iterative discovery process may necessitate amendments via PCR requiring additional funding
• Only up to 2 FRS review cycles included; additional cycles require Change Order
• One-time only code promotion from Prod to Dev Org; additional effort requires Change Order
• UAT design and execution is Customer responsibility; UAT-driven design changes are outside estimated hours and may affect timeline
• All services delivered remotely; on-site requests trigger additional time and travel costs via PCR or separate SOW
• Genesys not responsible for third-party applications or Customer network configuration issues
• Anything not explicitly stated is out of scope and subject to Change Order

Margin protection areas

• Flow consolidation effort: large existing voice call flow base vs. capped scope (100/200 flows) could drive rework or PCR pressure
• Over 700 existing email flows vs. 100 email flow cap creates significant consolidation and scope-overrun risk
• Go-live event count ambiguity (6 events referenced vs. 1 event assumed in Go Live sections) could expand support days beyond fixed price
• Technical Lead capped at 340 hours (100 call flow redesign / 40 queues / 200 tech lead) — overruns require additional contracting
• UAT support limited to 8 hours/day over 30 business days; extended UAT cycles from design changes create uncovered effort
• Go Live support limited to 8 hours/day over 30 business days assuming single go-live
• CX as Code Consulting capped at up to 80 hours over 4 continuous weeks
• Discovery & Design capped at 20 sessions of up to 4 hours; overrun beyond two weeks risks schedule slip
• Only 2 FRS review cycles included before Change Order applies
• One-time Prod-to-Dev code replication only; additional promotions billable
• Customer-dependent inputs (CSV user files, test data, identity provider certs, network readiness) can stall milestones and delay billing
• On-site requests not included — any on-site need triggers travel/expense costs via PCR or separate SOW
• Customer responsible for all development on back-end systems and third-party integration effort
• Third-party AppFoundry configuration and defect remediation is vendor responsibility, not Genesys
• Milestone-based billing tied to acceptance sign-offs; delayed sign-offs delay revenue recognition

Executive tech lead focus

• Lead flow consolidation strategy early in Discovery & Design to fit large existing voice and 700+ email flow inventory into scoped caps
• Manage the 340-hour Technical Lead allocation carefully across call flow redesign (100h), queues (40h), and tech lead (200h)
• Plan FRS development to complete within the 2 included review cycles and drive timely acceptance to unblock configuration
• Design phased/incremental go-live approach across 6 LOBs while reconciling single-go-live assumptions in support sections
• Coordinate integration dependencies: SSO/SAML, Verint WFM OAuths (CSI, STCI, ASCM), AppFoundry apps (Audiohook, Verint QM), Web Service Data Actions
• Ensure network readiness and Audio Quality Assessment prerequisites are met before VoIP/SIT testing
• Prepare Smoke Test plan for up to 6 rounds of up to 500 concurrent test ports ahead of go-live
• Confirm Customer developer resources are ready for Embeddable Framework Agent Desktop work (Customer-owned)
• Track Discovery & Design timeline to avoid the two-week overrun that risks schedule slip

Immediate 7-day action plan (Gate 0)

• Confirm the go-live event count discrepancy (6 go-live events in narrative vs. 1 assumed in Go Live Planning/Support sections) and clarify covered support scope
• Validate the flow consolidation baseline (large voice flow set and 700+ email flows) against the 100/200 flow caps and set expectations for PCR triggers
• Confirm Customer-named Project Manager, Business Sponsor, and required key roles are identified per Customer Responsibilities
• Verify Purchase Order is in place; note 2-6 weeks staffing lead time after signed SOW and PO delivery
• Establish Definition of Done and acceptance criteria requiring written VP-level sign-off before work begins
• Confirm required Customer pre-work: existing architecture, call flows, IVR config, network readiness documentation
• Set up governance per Appendix B (Executive Governance, Operational Governance, Risk/Dependency Management)
• Review milestone billing schedule and align internal delivery milestones (SOW execution 20%, Discovery/Plan 10%, System Config 6 BUs UAT-ready 40%, UAT 15%, Go-Live 15%)
• Confirm identity provider details/certificates and data action web service readiness for integrations

Pricing figures in the source are visually separated from their labels; the associated numbers ($1,045,000.00 subtotal, $170,000.00 Special Partnership Incentive, $875,000.00 total, and milestone amounts) were present in the artifact but ordering is ambiguous — treat as facts requiring verification, not invented values.

Internal inconsistency: 6 go-live events (narrative/milestones) vs. 1 go-live event assumption (Go Live Planning/Support sections).

Internal inconsistency: voice call flow cap stated as both 200 and 100 in Section 3.3.2 notes.

Version History dates are internally inconsistent (v2 predates v1).

Customer legal entity name field is blank in the Agreement paragraph; 'Acme Retail Group' and 'ARG' appear elsewhere.

complexity_classification is inferred from scope size, phase count, integrations, and timeline — see confidence_notes.

margin_protection_items, gate0_action_plan, and executive_tl_focus include synthesized delivery guidance derived from artifact facts, not new contractual scope.

Uncertainty noted in analysis: The subtotal/total pricing lines and payment percentages are laid out ambiguously in the extracted text — final billed a

Uncertainty noted in analysis: Well-supported: SOW number (982714), title, fixed-price model, 10-month/6 go-live/2000 agent objectives, detailed config

Analysis method: AI-assisted extraction

Applied at: 2026-08-06T19:32:31

Assumptions

• Engagement is fixed-price with milestone-completion billing
• Approximate duration of 10 months with 6 go-live events aligned to Customer's pre-defined LOBs
• All services delivered remotely unless otherwise specified; on-site requests incur additional time and travel costs
• All services, materials, and communications delivered in English unless otherwise noted
• Go Live Planning and Go Live Support sections assume one (1) go-live event
• Prod-to-Dev code promotion done once during normal business hours
• Customer must provide CSV files with user information (unless SSO auto-sync is used)
• Customer must provide identity provider configuration information and certificates for SSO
• Customer provides working test data prior to system development/configuration
• Third-party systems possess a RESTful interface with available, up-to-date documentation
• Customer back-end systems have a web service meeting Genesys Cloud data action requirements
• Customer systems meet minimum Genesys equipment requirements
• Custom voice recordings/prompts and translation services are not included
• Changes to Customer legacy systems or third-party integrations not included unless specified
• Genesys may require 2-6 weeks notice to staff the engagement after signed SOW and PO
• Customer responsible for compliance with applicable data privacy laws (GDPR, CCPA, etc.)
• AppFoundry application-specific configuration provided by vendor via quick-start package
• All development for Agent Desktop functionality performed by Customer

Open questions

• How is the go-live event count reconciled: narrative and payment milestone reference 6 go-live events / 6 BUs, but Go Live Planning and Go Live Support assume one go-live event?
• Objective 1 references 'GC2' and 2000 agents while Objective 5 and other sections reference GCCX — what is the exact target agent/system configuration?
• Call flow scope notes reference both 200 flows and 'the 100 flows scope' — which cap applies for voice call flows?
• Version History shows inconsistent dates (v1 dated 12 Sep 2025, v2 15 Jan 2025, v3 20 Jan 2025) — which is the authoritative sequence?
• Customer legal entity name is blank in the governing agreement paragraph though Acme Retail Group appears elsewhere
• The subtotal/total pricing lines and payment percentages are laid out ambiguously in the extracted text — final billed amounts should be confirmed against the executed schedule
• What CI/CD pipeline tooling (Jenkins, GitHub, Azure, AWS) will Customer standardize on for DevOps services?
• Which specific back-end systems require Web Service Data Actions for CRM lookup and screen-pop?

Confidence notes

• Well-supported: SOW number (982714), title, fixed-price model, 10-month/6 go-live/2000 agent objectives, detailed configuration caps, integration list, testing approach, DevOps and Value Realization scope, customer responsibilities, and assumptions — all directly quoted. Weaker/inferred: complexity_classification labeled 'High Complexity Migration Program' is inferred from 2000-agent migration, 9 delivery phases, multiple channel/integration workstreams, 6 LOB go-lives, DevOps CI/CD, and governance model; this is reasoning beyond a direct quote. Pricing numbers appeared in the artifact but with ambiguous label alignment and should be verified against the executed pricing schedule. Several internal inconsistencies (go-live count, flow caps, version dates, blank customer name) were surfaced as open questions rather than resolved.