The cost case for moving off on-premise contact centre platforms onto Genesys Cloud is well-rehearsed at vendor level. In practice, the numbers South African operators see are different — and not always worse.
Across recent migrations we have run, the dominant savings line is not licensing. It is the elimination of the on-prem support footprint: hardware refresh cycles, datacentre, voice circuit redundancy, and the four-to-six engineer team required to keep it running. Per-seat licensing on Genesys Cloud is comparable to legacy maintenance once you back out those costs.
The real upside shows up in time-to-change. Channel additions, queue reconfiguration and integration changes that took six-week project cycles on-prem now run in days. For operations where the cost of change is the dominant constraint, that is the business case.