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
Size: 400 Employees
Industry: Utilities
THE CHALLENGE
EPCOR’s contact centre, initially powered by Genesys PureConnect, faced an urgent need to modernise after the platform’s end-of-life announcement, compounded by the discontinuation of their Twilio voicebot. EPCOR was faced with the urgent need for a modernised, integrated solution that could address their current needs and evolving future requirements.
A security breach at their outsourced U.S. operations further emphasised the need to bring operations in-house to ensure robust security, compliance, and control over data and trusted 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 Canada and the U.S.
THE APPROACH + SOLUTION
To address EPCOR’s needs, Inoria designed a comprehensive plan that combined technical expertise, hands-on collaboration, and a future-focused strategy. Inoria began with comprehensive discovery sessions. These sessions helped Inoria understand EPCOR’s intricate business requirements and map them to Genesys Cloud’s capabilities. Structured playbooks and detailed documentation ensured a transparent and collaborative planning process.
In just six months, Inoria successfully migrated EPCOR’s 400-agent contact centre from Genesys PureConnect to Genesys Cloud. The process included on-site collaboration for real-time problem-solving and training, seamless technical configuration, and the transition from Twilio voicebots to a Genesys-based solution. Inoria also customised the platform to meet EPCOR’s unique needs and provided tailored training to ensure efficient system management and insight generation.
“Inoria coming on-site made a huge difference! Issues were immediately addressed, they trained our team and during that time, we built and fostered a strong relationship. Face-to-face interactions created an environment for the business to openly discuss concerns and engage in one-on-one conversations. We’ve maintained constant communication ever since.”
– EPCOR
THE RESULTS
Seamless Migration
EPCOR experienced a smooth transition from Genesys PureConnect to Genesys Cloud, guided by Inoria’s precise planning, hands-on support, and structured approach, minimising downtime and disruption.
Enhanced Scalability
Moving to Genesys Cloud allowed EPCOR to scale their operations from 80 to 400 agents seamlessly, supporting both U.S. and Canadian contact centre operations.
Enhanced Security and Control
By bringing operations in-house, EPCOR mitigated security risks and improved compliance.
Advanced Functionalities
The migration enabled EPCOR to adopt advanced features like voicebots, positioning them for future AI-driven innovations.
Streamlined Operations
Real-time insights and advanced reporting features enabled by Genesys Cloud empower EPCOR to refine customer service and performance metrics.
VALUED PARTNERSHIP
EPCOR credits its success to their trusted partnership with Inoria. Inoria’s deep understanding of EPCOR’s challenges, ability to anticipate their needs, and consistent delivery of solutions that exceed expectations, have been instrumental to their success. Beyond technical expertise, Inoria’s personable approach, support, transparency, and commitment to EPCOR’s goals have made them a valued partner. Looking ahead, EPCOR is excited to leverage Inoria’s INO AI and its ability to deliver advanced AI-powered self-service and agent assist capabilities that deliver human-centred interactions.
Knowledgeable. Adaptable. Committed to excellence.
As a Genesys Premier Partner awarded the North America (Canada) Partner for 2023, Inoria has proven to be an indispensable partner in EPCOR’s journey toward modernising its contact centre.
ABOUT INORIA, A CALLTOWER COMPANY
A Full-Suite Boutique Service Partner Dedicated to Enriching Your Contact Center
Inoria is the North American partner of choice actively orchestrating the evolution of contact centre operations. Inoria powers millions of customer interactions, passionately supporting organisations as they navigate their digital transformation journey through customised optimization, implementation, and integration services. Agile, personable, and human-centric, Inoria builds authentic relationships and champions success through inspired guidance, collaboration, and innovative solutions. More than contact centre expert consulting, Inoria is about enriching the customer experience.