Seamless Cloud Transition for a Leading Multinational E-commerce Company With Genesys Cloud Support
Overview
An American multinational e-commerce giant faced the impending expiration of its on-premises Genesys support in 2028 and the challenges of maintaining an extensive, outdated contact center infrastructure. The company’s need for a future-proof solution aligned with its growth strategy led them to explore cloud-based alternatives. ACL Digital, leveraging its deep expertise and partnership with Genesys, guided the client through a smooth transition to the Genesys Cloud (GCX) platform, ensuring a scalable, omnichannel contact center that meets the demands of today’s digital-first consumers.
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Challenges
The client faced several critical challenges with their current on-premises infrastructure:
Support Expiry
Genesys will discontinue on-premises support by 2028, so there was an urgent need to transition to a cloud-based solution
Server Maintenance
The existing infrastructure relied on numerous servers to support internal platforms like “My IT” and “My HR,” creating maintenance inefficiencies and difficulties in troubleshooting virtual agents (VAs)
Outdated Infrastructure
The contact center operated on Red Hat Enterprise Linux (RHEL) 7, which had reached its end-of-life (EOL), necessitating manual upgrades to RACK servers
Lack of Social Media Integration
The organization needed to be able to interact with customers via social media platforms like Facebook, Instagram, and WhatsApp, which required additional resources and apps for integration
Solution
ACL Digital stepped in to provide strategic guidance, recommending the transition to Genesys Cloud (GCX) for its scalability, reliability, and comprehensive omnichannel capabilities.
- Cloud Transition: Migrating from the on-premises Genesys setup to the scalable and future-proof Genesys Cloud (GCX), ensuring long-term sustainability and cost efficiency.
- Omnichannel Capabilities: Empowering the client to offer seamless customer service across multiple communication channels—voice, chat, email, and social media platforms like Facebook, Instagram, and WhatsApp.
- Cost Efficiency: As a premium Genesys partner, ACL Digital secured a favorable pricing model, reducing the financial impact of cloud migration.
- Third-Party Integration: GCX’s ability to integrate with third-party solutions via API enabled the company to maintain flexibility and customize operations according to their evolving needs.
- Low Maintenance & High Reliability: TGCX’s cloud infrastructure lowered operational costs and reduced the need for manual server maintenance, providing a reliable and scalable solution.
Benefits
The client successfully migrated critical platforms such as “My IT” and “My HR” to Genesys Cloud, with the transition of their Multipurpose (MP) platform underway. Key benefits of the migration include:
Cost Reduction
Eliminating the maintenance and operational costs associated with outdated on-premises servers and virtual agent troubleshooting resulted in significant savings
Enhanced Customer Experience
The new omnichannel contact center allows for improved customer interactions by integrating voice, chat, email, and social media channels, resulting in more personalized and timely responses
Scalability and Futureproofing
The cloud-based platform offers easy scalability, enabling the company to adopt emerging technologies and expand customer service offerings without complex hardware upgrades
With ACL Digital’s guidance, the company has positioned itself to stay competitive in the fast-evolving e-commerce market by embracing a flexible, scalable, and cost-efficient contact center solution through Genesys Cloud.
