Transition to an Omnichannel Solution: Contact Center Migration from Genesys PureConnect to Genesys Cloud
Inoria was their preferred contact center solution implementation partner – guiding in the modernization, transformation, integrations, and technological architecture of their contact center operations.
Challenge
- Seamless migration to an omnichannel cloud solution with no impact on operations, plus training for IT managers, supervisors, and representatives.
- Support for two business units with distinct needs, ensuring data separation, communication, and real-time dashboard migration.
Solution
- Inoria enabled seamless cloud migration through collaboration, tailored solutions, and expert consulting for testing and reporting.
- The migration roadmap included thorough assessment, detailed planning with schedules and risk management, and execution phases covering objectives, milestones, deployment, issue resolution, and customer-approved deliverables.
Outcome
- Training for agents, supervisors, and administrators ensured engagement, with sessions recorded for self-service.
- Post-deployment, Inoria ensured all objectives and metrics set at the beginning of the project were on target, and a detailed report was provided.
- Inoria offered strong post-implementation support with direct communication and issue resolution.
Insurance Contact Center
Size: 250+ Employees
Industry: Insurance
THE CHALLENGE
The customer required a seamless migration from an on-premises, end-of-life platform to an omnichannel cloud solution, ensuring no impact on their data, day-to-day operations, or long-term activities. A comprehensive training plan was essential, targeting IT managers, contact center supervisors, and customer service representatives.
The migration involved two business units with distinct requirements, necessitating a platform capable of meeting these needs while enabling communication of essential information and maintaining data separation. Additionally, the customer needed several dashboards, metrics, and reports migrated to the cloud, with each business unit requiring separate real-time functionalities.
THE APPROACH + SOLUTION
Inoria facilitated a seamless cloud migration by fostering collaboration between two work units, ensuring tailored solutions for distinct business needs while maintaining system integration. Their consulting services were pivotal in developing proofs of concept, testing data models, and ensuring flawless dashboard reporting during the transition.
The migration roadmap included a thorough assessment to gather critical data, followed by a detailed plan with deployment schedules, risk management, and communication strategies. During execution, project objectives, milestones, KPIs, and roles were defined at the kick-off meeting, followed by the deployment phase, which included managing the Genesys Cloud CX migration schedule, addressing risks and change requests, coordinating meetings, and ensuring deliverables were approved by the customer.
THE RESULTS
Training and Knowledge Transfer
Training is one of the important pillars of change management in ensuring an optimal customer experience. Training is provided for each type of user requested by the customer. For this specific customer, this phase also included training of their agents, supervisors, and administrators, delivering optimal workforce engagement and personalized experiences. All sessions were recorded for future self-service capabilities.
Seamless Transition
At the end of the deployment, the customer and Inoria revised the digital transformation project to make sure that all objectives and metrics set at the beginning of the project were on target. The customer also received a deployment report included in the project charter.
Exceptional Support
The customer experience post-implementation is a key factor in our methodology. In the weeks following the go-live, we closely followed up on any issues encountered by users. Key people in the company had direct access to the Inoria team to facilitate communication, and access to the implementation and change management support teams.
VALUED PARTNERSHIP
Inoria was their preferred contact center solution implementation partner – guiding in the modernization, transformation, integrations, and technological architecture of their contact center operations.
From the kickoff meeting to the successful Genesys Cloud platform go-live, Inoria delivered 2,600 work hours within four months. Our contact center migration team of six full-time experts comprised of Business Analyst, System Integrator, Project Manager, Solution Architect, Quality Assurance Specialist, and Trainers.
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 center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized 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 center expert consulting, Inoria is about enriching the customer experience.