Transition to an Omnichannel Solution: Contact Center Migration from Genesys PureConnect to Genesys Cloud
Inoria, a trusted partner for contact center modernization, played a pivotal role in guiding a leading insurance company through the transformation, integration, and technological architecture of their contact center operations. With a focus on seamless migration and tailored omnichannel solution, Inoria ensured the success of this complex project.
The Challenge
The insurance company faced several critical challenges as they transitioned from an on-premises, end-of-life platform to an omnichannel cloud solution:
- Seamless Migration: The migration needed to ensure zero impact on day-to-day operations, data integrity, and long-term activities.
- Comprehensive Training: IT managers, contact center supervisors, and customer service representatives required thorough training to ensure smooth adoption.
- Support for Two Business Units: Each unit had distinct needs, requiring data separation, real-time dashboards, and tailored communication functionalities.
- Dashboard and Metrics Migration: The company needed several dashboards, metrics, and reports migrated to the cloud, with real-time functionalities for each business unit.
The Approach + Solution
Inoria delivered a seamless cloud migration by fostering collaboration, tailoring solutions, and leveraging expert consulting. Here’s how they approached the project:
1. Migration Roadmap
- Assessment Phase: Gathered critical data to understand the company’s needs.
- Planning Phase: Developed a detailed plan with deployment schedules, risk management strategies, and communication protocols.
- Execution Phase:
- Defined objectives, milestones, KPIs, and roles during the kickoff meeting.
- Managed the Genesys Cloud CX migration schedule, addressed risks and change requests, and ensured all deliverables were customer-approved.
2. Tailored Solutions
- Developed proofs of concept and tested data models to ensure flawless dashboard reporting.
- Designed solutions to meet the distinct needs of both business units while maintaining system integration and data separation.
3. Training and Knowledge Transfer
- Delivered training for agents, supervisors, and administrators to ensure optimal workforce engagement.
- Recorded all training sessions for future self-service capabilities.
The Results
1. Seamless Transition
- The digital transformation project was reviewed post-deployment to ensure all objectives and metrics were met.
- A detailed deployment report was provided, included in the project charter.
2. Training and Engagement
- Comprehensive training ensured all users were equipped to navigate the new system effectively.
- Personalized experiences and recorded sessions enabled ongoing self-service and workforce engagement.
3. Exceptional Post-Implementation Support
- Inoria provided strong post-deployment support, closely monitoring and resolving any issues.
- Key personnel had direct access to the Inoria team for streamlined communication and support.
Valued Partnership
Inoria was the preferred contact center solution implementation partner, delivering:
- 2,600 work hours over four months.
- A dedicated team of six full-time experts, including:
- Business Analyst
- System Integrator
- Project Manager
- Solution Architect
- Quality Assurance Specialist
- Trainers
From the kickoff meeting to the successful Genesys Cloud platform go-live, Inoria ensured a smooth and efficient transition.
About Inoria, a CallTower Company
A Full-Suite Boutique Service Partner for Contact Centers
Inoria is the North American partner of choice for organizations seeking to modernize and optimize their contact center operations. With a focus on enriching the customer experience, Inoria powers millions of customer interactions through:
- Customized Optimization: Tailored solutions to meet unique business needs.
- Implementation and Integration Services: Seamless transitions to modern platforms.
- Agile and Human-Centric Approach: Building authentic relationships and championing success through collaboration and innovation.
More than just contact center consulting, Inoria is about transforming and enriching the customer experience.