Migrating Contact Center Platforms With A Travel Services Giant
This global leader in travel services operates an online marketplace for lodging, vacation rentals, and tourism activities. The data from this online marketplace was originally built on the Genesys PureEngage platform. However, in order to keep up with current market demands, the client needed to migrate their existing data from PureEngage to the Genesys Cloud platform without losing any existing data.
Overcoming The Obstacles Of Data Migration
Migrating a company’s data to a new platform typically involves the migration and consolidation of disparate sets and multiple technologies, all of which have their own unique and complex systems. This method of processing and storing data is inherently prone to poor analysis translation, human error, and incompatible data sets.
The decision to use multiple technologies for data ingestion often leads to data integrity issues. This is typically due to the failure to properly transfer data between the analysis, development, testing and implementation phases; which ultimately results in costly mistakes, lost time, and complicated fixes.
The specific challenge this customer faced was keeping the value and integrity of their existing data intact while migrating to the new Genesys Cloud platform.
A Seamless Data Platform Transition with eMite
This particular client is a well-established enterprise customer with a robust and sophisticated routing system within PureEngage. As transitioning this environment to Genesys Cloud became the goal, it was quickly deemed necessary to evaluate how the team would successfully migrate, preserve, and improve upon the detailed reporting they spent years designing on the PureEngage platform.
Visibility into these complex processes was absolutely critical as they transitioned to Genesys Cloud.
eMite stepped in to help with this need, demonstrating a robust capability to create custom dashboards for both real-time and historical reporting that integrated seamlessly across both PureEngage and Genesys Cloud. eMite was also to answer the customer’s need for a customizable and scalable CX data solution by providing custom KPIs (Key Performance Indicators) that mirror the metrics the team was familiar with from PureEngage.
Experience All Your Contact Center & CX Data In One Place
With eMite at the forefront, resolving these critical reporting concerns and providing real-time visibility into the customer experience, this travel services provider was able to confidently begin their phased migration from their on-premise solution to Genesys Cloud.
Hundreds of KPIs were created to meet the business needs, including items such as: Skills-Based Reporting, Custom Attributes (key value pairs), Agent Status Aggregations (real-time & historical), and more.
The level of detailed reporting by eMite continues to help provide visibility into the company’s most critical CX data to help create a better experience for travelers, customers, and agents.
Omnichannel Reporting & Analytics
Keep up with mobile and digital and communication trends in your industry. Easily creating reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.
Agent performance insights from eMite will help improve operational efficiency by ensuring that the right number of agents are staffed at the right time.
Ingest Multiple Data Sources
eMite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.
Interaction Analytics & Sentiment Analysis
In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.
eMite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve. We are providing access to our complete cloud contact center solution at an updated and highly competitive price.
Improved Agent Retention
Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.
Learn More About How eMite Can Help
Get in touch with your regional eMite office.