From Legacy to Future-Ready: EPCOR’s Journey to Modernizing Contact Center Operations
Inoria’s personable approach, support, transparency, and commitment to EPCOR’s goals have made them a valued partner.
Challenge
- EPCOR urgently needed to modernise their contact centre after the end-of-life announcements for Genesys PureConnect and Twilio voicebot.
- A U.S. security breach drove EPCOR to partner with Inoria, who recommended Genesys Cloud for security and scalability.
Solution
- Inoria aligned EPCOR’s needs with Genesys Cloud through discovery sessions and detailed planning.
- In six months, they migrated EPCOR’s 400-agent contact centre, transitioning Twilio voicebots and ensuring seamless configuration.
- Customization and tailored training enabled efficient system management and insights.
Outcome
- Seamless migration from Genesys PureConnect to Genesys Cloud minimised downtime through Inoria’s precise planning and support and enabled EPCOR to scale from 80 to 400 agents.
- In-house operations improved security, compliance, and control over data.
- Voicebots and real-time insights positioned EPCOR for future AI innovations.
EPCOR’s Contact Center Transformation with Inoria
Size: 400 Employees
Industry: Utilities
EPCOR, a leading utility company, faced significant challenges with their contact centre operations. With the end-of-life announcement for Genesys PureConnect and the discontinuation of their Twilio voicebot, EPCOR urgently needed a modern, integrated solution to meet their current and future needs. A security breach at their outsourced U.S. operations further highlighted the need to bring operations in-house, ensuring robust security, compliance, and control over customer interactions.
To address these challenges and future-proof their contact centre, EPCOR partnered with Inoria, who recommended migrating to Genesys Cloud as the ideal solution for their evolving needs in both Canada and the U.S.
The Challenge
EPCOR’s contact centre faced several critical challenges:
- Platform Modernization: The end-of-life announcement for Genesys PureConnect and the discontinuation of Twilio voicebot required an urgent migration to a modern, integrated solution.
- Security and Compliance: A security breach at their outsourced U.S. operations emphasised the need to bring operations in-house for better control and compliance.
- Scalability: EPCOR needed a solution that could scale from 80 to 400 agents to support their growing operations in Canada and the U.S.
- Future-Ready Features: The company sought advanced functionalities, such as voicebots, to position themselves for future AI-driven innovations.
The Approach + Solution
Inoria designed a comprehensive plan to address EPCOR’s needs, combining technical expertise, hands-on collaboration, and a future-focused strategy. Here’s how they approached the project:
1. Discovery and Planning
- Conducted comprehensive discovery sessions to understand EPCOR’s intricate business requirements and map them to Genesys Cloud’s capabilities.
- Developed structured playbooks and detailed documentation to ensure transparency and collaboration throughout the planning process.
2. Seamless Migration
- Migrated EPCOR’s 400-agent contact centre from Genesys PureConnect to Genesys Cloud in just six months.
- Included on-site collaboration for real-time problem-solving, training, and fostering strong relationships.
- Transitioned from Twilio voicebots to a Genesys-based solution, customising the platform to meet EPCOR’s unique needs.
3. Tailored Training
- Provided tailored training for agents, supervisors, and administrators to ensure efficient system management and insight generation.
- Delivered hands-on support and recorded training sessions for future self-service capabilities.
“Inoria coming on-site made a huge difference! Issues were immediately addressed, they trained our team, and we built a strong relationship. Face-to-face interactions created an environment for open discussions and one-on-one conversations. We’ve maintained constant communication ever since.”
– EPCOR
The Results
1. Seamless Migration
- EPCOR experienced a smooth transition with minimal downtime or disruption, thanks to Inoria’s precise planning and hands-on support.
2. Enhanced Scalability
- Genesys Cloud enabled EPCOR to scale their operations from 80 to 400 agents, supporting both U.S. and Canadian contact centre operations.
3. Improved Security and Compliance
- By bringing operations in-house, EPCOR mitigated security risks and gained greater control over data and customer interactions.
4. Advanced Functionalities
- The migration introduced advanced features like voicebots, positioning EPCOR for future AI-driven innovations.
5. Streamlined Operations
- Real-time insights and advanced reporting features empowered EPCOR to refine customer service and performance metrics.
Valued Partnership
EPCOR credits their success to their trusted partnership with Inoria. Key factors in this partnership include:
- Deep Understanding: Inoria’s ability to anticipate EPCOR’s needs and deliver tailored solutions.
- Personable Approach: Inoria’s transparency, support, and commitment to EPCOR’s goals fostered a strong relationship.
- Future-Focused Innovation: EPCOR is excited to leverage Inoria’s INO AI for advanced AI-powered self-service and agent assist capabilities.
“From the kickoff meeting to the successful Genesys Cloud platform go-live, Inoria delivered 2,600 work hours within four months, with a dedicated team of six full-time experts.”
About Inoria, a CallTower Company
A Full-Suite Boutique Service Partner for Contact Centers
Inoria is the North American partner of choice for organisations seeking to modernise and optimise their contact centre 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.
As a Genesys Premier Partner and the 2023 North America (Canada) Partner of the Year, Inoria is dedicated to helping organisations navigate their digital transformation journey with inspired guidance and innovative solutions.