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Seamless Cloud Transition for a Leading Multinational E-Commerce Company with Genesys Cloud Support

Seamless Cloud Transition for a Leading Multinational E-commerce Company With Genesys Cloud Support

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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the impending expiration of its on-premises Genesys support in 2028 and the challenges of maintaining an extensive, outdated contact center infrastructure.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    Outdated Infrastructure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

    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

    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. 

    Benefits Seamless Cloud Transition
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