Europ Assistance's Transition to the Modern CCaaS Solution Genesys Cloud
Common
project objectives:
- Replace the outdated on-premise solution (Interactive Intelligence – Connect) with a new CCaaS solution to maintain cutting-edge customer service.
- Design and develop a solution tailored to specific customer needs and technical constraints.
- Transfer the know-how to operate, manage and develop the solution by EA‘s internal departments.
- Ensure a seamless transition to Genesys Cloud with minimal impact on customer service delivery.
Switching to Genesys Cloud has brought
signifi cant benefi ts for Europ Assistance:
- A single app to handle customer interactions regardless of the communication channel covering the call, Email, WhatsApp and Chat.
- A powerful, modern and stable CCaaS solution, which will be able to meet seasonal demand fluctuations.
- A cost-eff ective solution, ensuring Europ Assistance pays only for actual capacity used.
Ondřej Nykodem, IT Manager of Europ Assistance:
„The migration to Genesys Cloud was a signifi cant step forward for us. We have not only
improved our effi ciency but also enhanced the speed and quality of the services we provide
to our customers. Genesys Cloud allows us to be fl exible, as it supports more communication channels enabling us to integrate with additional business partners.“
- The main lesson from this project is the importance of thorough preparation and planning. Businesses considering a cloud migration should invest in a detailed needs analysis and select a solution that offers long-term support and stability.
- The project was delivered by a team consisting of experts from Alcasys and Europ Assistance. A hybrid methodology was employed, blending traditional project management approaches with agile techniques, allowing for flexibility in meeting customer requirements.
- The transition to Genesys Cloud demonstrated that implementing a modern CCaaS solution can be achieved in a relatively short time. Additionally, on-premise and cloud solutions can be effectively integrated. Europ Assistance now benefits from a powerful, scalable and stable CCaaS platform, enabling the company to focus on improving service delivery for its customers.
Success story available for download:
Europ Assistance
Europ Assistance was founded in 1963 in Paris as the first insurance company of its kind in the world. Its innovative vision has made it a leader in automotive, health, travel, home and family insurance and assistance services for more than half a century. It brings clients fast and efficient solutions for their everyday needs.
Genesys Cloud
Genesys Cloud is the world’s leading CCaaS solution with extensive functionality that is flexible and offers broad scalability and high levels of security. Genesys Cloud also enables easy integration with other solutions and applications, making it easy to transition and improves overall efficiency. Thanks to its extensive API, the fact that it is built on AWS services, and excellent documentation, the solution integrates well. Genesys Cloud enables the implementation of even complex projects in a relatively short time.