Genesys Cloud contact center administration and customisation

Context

AXA’s various insurance customer service departments run on the Genesys Engage platform.
A large number of custom developments have been built up over the years to tailor both the customer and agent experience.

Problem

Genesys Engage’s end-of-life is scheduled for 2029.
The existing custom developments are also ageing, with growing entropy creeping in.
These two factors drove the decision to undertake a full modernisation of the contact center, migrating to Genesys Cloud.

Approach

Driven by a team with a strong engineering background, a software-first approach was adopted for every technical decision regarding the contact center.

• Using Cx as Code to secure and streamline platform administration
• Implementing a Core Model Architect to modularise customer journeys
• Building a dedicated Core Model administration interface for business teams
• Developing micro-services to personalise the customer experience through other enterprise systems

Results

• Customers benefiting from consistent journeys shaped by the Core Model and personalised via micro-services.
• Agents more comfortable working with a stable, relevant telephony tool fully integrated into Salesforce.
• A team proud to operate a contact center using the most efficient methods available.

Tech stack

• Administration via Terraform
• .NET micro-services
• React + .NET interface
• TypeScript tooling scripts
• Git versioning on Azure DevOps
• CI/CD pipelines

Further reading

Infrastructure as Code
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