From legacy to future-ready, EPCOR’s journey to modernizing contact center operations

INDUSTRY: Utilities

NUMBER OF AGENTS: 400

Client Background

EPCOR is a leading provider of essential utility services, delivering electricity, natural gas, and water to residential and commercial customers across Canada and the United States. Headquartered in Edmonton, Canada, EPCOR is dedicated to delivering safe, reliable, and clean energy and water solutions. Recognized as one of Alberta’s Top 80 Employers and a leader in environmental stewardship, EPCOR is committed to customer satisfaction and community well-being.

The company’s contact center operations serve as the backbone of their customer communications, delivering efficient, seamless experiences. Handling inquiries across multiple business units in Canada and the United States, EPCOR’s contact center plays an important role in achieving its core mission of delivering excellence in utility services.

The Challenge – Transitioning to a future-ready solution 

EPCOR’s ever-expanding contact center initially operated on Genesys PureConnect. Genesys PureConnect is an on-premises contact center solution, offering seamless omnichannel customer engagement. However, the impending end-of-life announcement of Genesys PureConnect made transitioning to a future-proof solution an absolute necessity.

Compounding this challenge was the end-of-life of their Twilio voicebot application, a critical customer interaction component. With both the Genesys PureConnect and Twilio solutions nearing their end, EPCOR was faced with the urgent need for a modernized, integrated solution that could address their current needs and evolving future requirements.

 

Inoria’s initial consultation was straightforward, with clear budgets and no hidden costs or unexpected surprises.” – EPCOR

 

The urgency of the situation was heightened considerably after a security breach at EPCOR’s outsourced contact center operations in the U.S. This incident underscored the importance of bringing operations in-house to ensure robust security, compliance, and control over data and trusted customer interactions.

Faced with the challenge of finding a global solution that could meet their complex requirements, scale with their operations, and support advanced functionalities like voicebots, EPCOR turned to their trusted partner, Inoria for their expert guidance. Inoria proposed migrating to Genesys Cloud as the ideal solution to meet their needs and future-proof their contact center operations in Canada and the United States.

Why EPCOR chose Inoria

Trusted Partner

EPCOR’s journey with Inoria is founded on a solid partnership built over years of collaboration.

EPCOR chose Inoria after a thorough evaluation process, including an RFP. The decision was clear: Inoria’s deep expertise in Genesys solutions, transparent communication, and ability to align with their unique needs set them apart.

Genesys Know-how

As EPCOR’s go-to Genesys solutions and contact center services provider, Inoria’s ability to deliver tailored solutions and long-term value cemented the partnership. EPCOR continues to value Inoria’s people-centric approach, technical proficiency, and seamless project management.

Inoria staffs well. Everyone is very knowledgeable. Inoria are trusted consultants and contact center solution experts.” 

 

 

Deep Understanding of Customer Needs

Throughout their relationship, EPCOR has benefited from Inoria’s deep understanding of their unique environment and operational complexities. Inoria’s team combines cutting-edge knowledge of contact center technologies with a keen ability to align solutions with EPCOR’s business goals. Whether addressing current challenges or anticipating future needs, Inoria consistently provides expert recommendations that are practical, forward-thinking, and tailored to deliver measurable impact. This trusted collaboration allows EPCOR to evolve with market and customer demands while maintaining exceptional service for their customers.

The solution delivered by Inoria – Contact center cloud migration and operational modernization 

To address EPCOR’s needs, Inoria designed a comprehensive plan that combined technical expertise, hands-on collaboration, and a future-focused strategy. This approach not only ensured a smooth migration to Genesys Cloud but also modernized their contact center operations, equipping EPCOR with the tools and capabilities needed to deliver superior customer experiences.

Key aspects of the solution included:

Discovery and Planning

Inoria began with comprehensive discovery sessions. These sessions helped Inoria understand EPCOR’s intricate business requirements and map them to Genesys Cloud’s capabilities. Structured playbooks and detailed documentation ensured a transparent and collaborative planning process.

Migration to Genesys Cloud

The migration from Genesys PureConnect to Genesys Cloud was completed within approximately six months, encompassing:

• On-Site Engagement: Inoria’s consulting team worked closely with EPCOR’s contact center operations team, fostering collaboration and trust. Their on-site presence allowed for real-time problem-solving, hands-on training, and personalized support.
• Technical Configuration: Inoria handled all major configurations and deployments, ensuring seamless integration of EPCOR’s 400-agent operations to Genesys Cloud.
• Voicebot Transition: With Twilio voicebots also reaching end-of-life, Inoria designed and implemented a Genesys-based solution, maintaining functionality while enhancing flexibility.
• Customization and Training: Inoria customized Genesys Cloud to meet EPCOR’s non-standard requirements, providing innovative solutions to their unique challenges. Post-migration, Inoria delivered tailored training to ensure EPCOR’s teams could efficiently manage the new system and extract actionable insights.

Key outcomes and benefits 

The Inoria/EPCOR partnership resulted in these transformative benefits:

• Seamless Migration: EPCOR experienced a smooth transition from Genesys PureConnect to Genesys Cloud, guided by Inoria’s precise planning, hands-on support, and structured approach, minimizing downtime and disruption.
• Enhanced Scalability: Moving to Genesys Cloud allowed EPCOR to scale their operations from 80 to 400 agents seamlessly, supporting both U.S. and Canadian contact center operations.
• Enhanced Security and Control: By bringing operations in-house, EPCOR mitigated security risks and improved compliance.
• Advanced Functionalities: The migration enabled EPCOR to adopt advanced features like voicebots, positioning them for future AI-driven innovations.
• Streamlined Operations: Real-time insights and advanced reporting features enabled by Genesys Cloud empower EPCOR to refine customer service and performance metrics.
• Reliable Partnership: Ongoing collaboration with Inoria ensures EPCOR has expert support for evolving needs and continuous optimization of their contact center.

Inoria coming on-site made a huge difference! Issues were immediately addressed, they trained our team and during that time, we built and fostered a strong relationship. Face-to-face interactions created an environment for the business to openly discuss concerns and engage in one-on-one conversations. We’ve maintained constant communication ever since.”

 

Building trust and long-term value 

EPCOR credits its success to their trusted partnership with Inoria.

Inoria’s deep understanding of EPCOR’s challenges, ability to anticipate their needs, and consistent delivery of solutions that exceed expectations, have been instrumental to their success. Beyond technical expertise, Inoria’s personable approach, support, transparency, and commitment to EPCOR’s goals have made them a valued partner.

Their collaboration continues to evolve as EPCOR explores innovative ways to enhance customer interactions. Looking ahead, EPCOR is excited to leverage Inoria’s INO AI and its ability to deliver advanced AI-powered self-service and agent assist capabilities that deliver human-centered interactions.

Knowledgeable. Adaptable. Committed to excellence. As a Genesys Premier Partner awarded the North America (Canada) Partner for 2023, Inoria has proven to be an indispensable partner in EPCOR’s journey toward modernizing its contact center.

Together, they’ve laid the foundation for long-term success, innovation, and exceptional customer experiences.

Ready to migrate to the cloud?

Connect with Inoria for a seamless cloud migration that’s on-time, on-budget and personalized to your environment.

Inoria is a Genesys Premier Partner and was named the Genesys North America, Canada Partner of the year in 2023.