Streamlined Multinational E-commerce Company’s Cloud Contact Center Migration With Genesys Cloud
Overview
An American multinational e-commerce company faced an urgent need to transition from its on-premises Genesys Engage contact center solution to a modern cloud-based platform, as Genesys announced the end of support for the legacy system by December 31, 2028. Rising operational costs and the desire for enhanced scalability and customer experience drove the company to adopt Genesys Cloud. Partnering with ACL Digital, the client executed a seamless migration, leveraging cutting-edge technologies and strategic planning to improve operational efficiency.
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Challenges
End of Support for Genesys Engage
With the end of support looming, the company had a five-year timeline to transition from Genesys Engage to a future-proof contact center solution
High Operational Costs
Maintaining the on-premises infrastructure, including servers and storage, was becoming increasingly expensive, leading to the need for a more cost-efficient, cloud-based alternative
Scalability Limitations
The on-premises system struggled to handle peak traffic efficiently, resulting in performance issues during high-demand seasons
Benefits
Cost Efficiency
Migration eliminated the need for expensive on-premises infrastructure, shifting to a subscription-based cloud model, significantly reducing operational costs
Improved Scalability
The platform’s cloud-based infrastructure allowed the company to effortlessly scale up during peak periods, maintaining top-tier service quality even during traffic surges
Enhanced Agent Productivity
Omnichannel routing and AI analytics improved agents’ efficiency, reducing average handling times and increasing overall productivity
Higher Customer Satisfaction
With faster response times and more seamless customer experience, satisfaction scores saw measurable improvement
Streamlined Operations
Integrating the cloud platform with existing applications eliminated data silos and downtime, ensuring smoother daily operations and reduced complexities
