Contact center migration from Genesys PureConnect to Genesys Cloud

INDUSTRY: Insurance

NUMBER OF AGENTS: Over 250

 

 

Key Points

Inoria was their preferred contact center solution implementation partner – guiding in the modernization, transformation, and technological architecture of their contact center operations.

Here are some key customer requests:

• To ensure that the implementation would not affect their data, day-to-day operations or long-term activities.
• To develop a complete and detailed training plan for their IT managers , contact center supervisors and customer service representatives.

From the kickoff meeting to the successful go-live, the Inoria team delivered 2,600 work hours within four months. Our team of six full-time people comprised of Business Analyst, System Integrator, Project Manager, solution Architect, QA Specialist and Trainers.

 

Challenges faced by insurance contact center

Different requirements and needs

Two business units needed to be migrated with different requirements and needs. The platform therefore had to meet these requirements and allow these units to communicate essential information while keeping their data separate.

 Dashboards and reports

Our customer had several dashboards and reports that had to be migrated from the old platform to the cloud, with each business unit having separate requirements.

 

Inoria empowered solutions

Collaboration

For the first challenge, Inoria’s approach was to create two separate work units that would collaboratively communicate. We needed to have enough flexibility on each side to develop, configure, and offer the best possible solution for the two business units involved. Collaboration became essential, as we needed to ensure that the customization was well integrated and communicating with the other system.

Dashboard Reporting

For the dashboard reporting, Inoria played a key role. Our consulting services were present at every step of the migration. Collaborating with their internal teams, developing proofs of concept and testing the data extract models to make sure that the migration was flawless.

 

 

Methodology for success

Assessment – Information Gathering

The first stage is to gather information. This step is critical. We collected and validated the most recent information and data in an effort to propose and deliver an optimal solution. Information collected was also used to plan the project in collaboration with the customer.

 Planning – Setting up the plan

In collaboration with Inoria and the customer’s Project Managers, they prepare and agreed on the following:

• The deployment schedules
• The risk management plan
• Specific change requests
• Communication plan

Based on these elements, Inoria prepared the project plan to be approved by the customer. All roles and responsibilities were defined to respect the deployment schedule.

 Execution – Project Launch

At the kick-off meeting, the project objectives, milestones, timeline, roles and responsibilities were presented. We discussed next steps and actions to be taken.

Execution – Deployment

Follow-up activities included in this phase:

• The schedule
• Risk management plan
• Change requests
• problem solving management
• Execution of the plan
• Meeting coordination
• Approval of the deliverable by the customer

 

Methodologies used for this project

 Training and Knowledge Transfer

Training is one of the important pillars of change management. Training is provided for each type of user requested by the customer. For this specific customer, this phase also included training decks for Agents, supervisors and Administrators. All sessions were recorded.

 Transition

At the end of the deployment, the customer and Inoria revised the project to make sure that all the objectives set at the beginning of the project were on target. The customer also received a deployment report included in the project charter.

 Support

In the weeks following the go-live, we closely followed up on any issues encountered by users. Key people in the company had direct access to the Inoria Team to facilitate communication, and access to implementation and change management support team.

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