Inoria was their preferred contact center solution implementation partner – guiding in the modernization, transformation, integrations, and technological architecture of their contact center operations.
Here are some key customer functionalities requested:
From the kickoff meeting to the successful Genesys Cloud platform go-live, Inoria delivered 2,600 work hours within four months. Our contact center migration team of six full-time experts comprised of Business Analyst, System Integrator, Project Manager, Solution Architect, Quality Assurance Specialist and Trainers.
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.
Our customer had several dashboards and reports that had to be migrated from their on-premises platform to the cloud, with each business unit having separate real-time requirements.
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.
For the dashboard reporting, Inoria played a key role. Our consulting services were present at every step of the cloud migration journey. Collaborating with their internal teams, developing proofs of concept and testing the data extract models to ensure that the migration was flawless.
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 cloud solution. Information collected was also used to plan the project in collaboration with the customer to ensure a successful migration.
In collaboration with Inoria and the customer’s Project Managers, they prepared and agreed on the following milestones:
Based on these elements, Inoria prepared the project plan to be approved by the call center customer. All roles and responsibilities were defined to respect the deployment schedule and ensure customer satisfaction.
At the kick-off meeting, the project objectives, milestones and KPIs, timeline, roles and responsibilities were presented. We discussed next steps and actions to be taken during the cloud contact center solution migration.
Follow-up activities included in this phase:
Training is one of the important pillars of change management in ensuring an optimal customer experience. Training is provided for each type of user requested by the customer. For this specific customer, this phase also included training of their agents, supervisors and administrators, delivering optimal; workforce engagement and personalized experiences. All sessions were recorded for future self-service capabilities.
At the end of the deployment, the customer and Inoria revised the digital transformation project to make sure that all objectives and metrics set at the beginning of the project were on target. The customer also received a deployment report included in the project charter.
The customer experience post-implementation is a key factor in our methodology. 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 the implementation and change management support teams.