Modern Technology for Solutions and Services

Modern Technology for Solutions and Services

 

Solutions and Services, a.s., a member of the Veolia Group, transitioned from an on-premise Genesys Engage solution with an OXE switch and a proprietary agent application to the modern Genesys Cloud CCaaS solution. This move provided broader capabilities, increased efficiency, and a more user-friendly environment.

Implemented Solution:

 

  • The original call center, dependent on local hardware, was fully replaced with cloud infrastructure, ensuring more reliable and efficient operations.
  • Modernization of telephony by transitioning from ISDN lines, which required a physical switchboard, to a SIP trunk. This allows direct termination in the cloud, eliminating the need for physical servers or other hardware.
  • Integration with the internal CRM through a custom web application seamlessly incorporated into the Genesys Cloud environment.
  • Integration with AWS (Amazon Web Services) enabled secure communication with the customer's internal systems, inaccessible from the public internet.
  • The transition to new technology was ensured with an emphasis on operational continuity, maintaining full 24/7 functionality of the call center.
 

Ing. Michal Vít, MBA,
Project Manager of Customer Services and Contact Center VEOLIA

„The project exceeded expectations, especially considering the need to replace the original agent application. The operators praise its use. For example, the recording of emergency reports is excellent. I would also like to highlight the top-notch work of Alcasys' technical consultants.“

Benefits for
Solutions and Services:

 
 
  • A modern and unified CCaaS solution fully tailored to the company's needs.
  • A service running on robust AWS infrastructure with over 99.99% availability.
  • A solution meeting all GDPR requirements, including the ability to continuously delete recordings.
  • A text-to-speech tool that enables agents to efficiently generate emergency announcements in real-time.
  • An application for generating specific reports for easy and clear data handling.
  • Complete know-how for operation, management, and development of the solution across the organization.

 

0
servers
needed

 

Complete
integration within
6 months

 

Handling
>500
calls per day

Download the Success Story:


Solutions and Services

Solutions and Services, a.s. is a member of the Veolia Group, a leading global company specializing in environmental services, including water management, energy, and waste management. Operating in the Czech Republic since 1996, it provides comprehensive services for cities, municipalities, industrial enterprises, and the commercial sector.

Genesys Cloud

Genesys Cloud is a leading global CCaaS solution with extensive functionality, offering flexibility, scalability, and a high level of security. It also allows easy integration with other solutions and applications, facilitating transitions and improving overall efficiency. With its extensive API, built on AWS services, and excellent documentation, the solution integrates well. Genesys Cloud enables the realization of even complex projects in relatively short timeframes.