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
Solution
- Omnichannel Routing: ACL Digital helped consolidate customer interactions across voice, email, chat, and social media, allowing agents to handle multiple communication channels seamlessly within a single platform.
- AI-Powered Analytics: With ACL Digital’s expertise, the company leveraged AI analytics to gain real-time insights into customer behavior and agent performance, driving continuous improvement in service quality.
- Scalability and Flexibility: The cloud infrastructure enabled the company to scale its operations effortlessly during peak seasons, ensuring uninterrupted service.
- Secure Integration: ACL Digital integrated existing systems and third-party contact center tools with Genesys Cloud, ensuring smooth data migration while maintaining stringent security protocols.
- Seamless Integration: ACL Digital integrated the company’s existing CRM and third-party applications with Genesys Cloud, rigorously testing in development and staging environments to ensure operational stability.
- Comprehensive Training: ACL Digital conducted extensive training sessions for customer service agents, ensuring they could fully leverage the new system’s capabilities from day one.
- Rigorous Testing: Multiple rounds of testing were performed before moving into production to ensure Genesys Cloud could handle real-time interactions without service interruptions.
- Production: After successful testing and feedback loops, ACL Digital ensured a smooth transition to the production environment, enabling the company to offer improved customer service experience without disruption.
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
