We are migrating from PureConnect to Genesys Cloud, and the licensing model shift is fundamentally breaking my workforce planning logic.
PureConnect utilized a concurrent licensing model, allowing us to share 500 licenses across 1,000 agents operating in shifts. Genesys Cloud utilizes a named user model. This means every single agent requires a dedicated license regardless of concurrency.
From a statistical modeling perspective, this destroys my Erlang-C calculations for seat optimization. How are other WFM planners adapting their long-term forecasting models to account for this massive shift in fixed overhead costs?
From an executive perspective, this is exactly the kind of strategic risk I need clarity on before we sign the final vendor contract.
If we are migrating from a concurrent model to a named user model, what is the actual ROI impact on our OPEX budget? I need my technical directors to quantify the exact licensing delta so I can present a comprehensive cost-benefit analysis to the board. We cannot blindly adopt a named user structure without understanding the financial impact on our seasonal agent hiring.
On a more tactical level, does this named user shift affect how we handle generic email routing?
In our legacy system, we had a generic ‘Support’ login that multiple supervisors could monitor simultaneously using concurrent licenses. If every user needs a named license in GC, does that mean we can no longer share a single inbox view without paying for a dedicated seat for that shared address?